Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale

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Demand pull and technology push perspective in technology-based innovations for the points of sale: the retailers evaluation (2014, background): “…e.g. the automatic cash desks), based on automated and interactive interfaces that consumers can exploit without the assistance of an employee (Zhu et al., 2013), with benefits for reducing costs, and the quality of service efficiency (Lin and Hsieh, 2011; Lee et al., 2012; Elliott et al., 2012).”
Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences (2017, methodology): “Functionality adapted from Lin and Hsieh (2011) I can get my product evaluation done with the online retailer ’ s app in a short time.”
Measuring customer experience in banks: scale development and validation (2014, background): “customer satisfaction (Lin and Hsieh, 2011).”
Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk (2018, background): “Interestingly, using online banking channels could be perceived as being part of a modern lifestyle, adding further value to the segment of customers who look for novelty and modernism (Celik, 2008; Gan et al., 2006; Lin and Hsieh, 2011; Riffai et al., 2012).”