Mandatory use of technology-based self-service: does expertise help or hurt?

Author： ReindersMachiel J.Wageningen University and Research Centre Agricultural Economics Research Institute The Hague The Netherlands. FrambachRuudDepartment of Marketing VU University Amsterdam Amsterdam Netherlands KleijnenMirellaDepartment of Marketing VU University Amsterdam Amsterdam Netherlands

Publisher： Emerald Group Publishing Ltd

E-ISSN： 1758-7123|49|1-2|190-211

ISSN： 0309-0566

Source： European Journal of Marketing, Vol.49, Iss.1-2, 2015-02, pp. : 190-211

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