Incorporating human characteristics into self-service technologies.
This study explores how varying degrees of anthropomorphism affects service delivery in self-service technologies (SST), specifically on outcomes of perceived relational benefits, satisfaction and loyalty. In addition, extraversion was examined as moderating factor between these relationships. A lab...
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| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project |
| Language: | English |
| Published: |
2012
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/48156 |
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| Institution: | Nanyang Technological University |
| Language: | English |