Customer Self-Efficacy and Response to Service

By D. McKee, Christina S. Simmers, J. Licata. 2006

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Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, background): “One explanation is that customers who perceive that they receive relatively high value tend to become more committed to the organization and seek to recommend others of the reference group to become loyal to the same organization ( McKee et al. 2006 ).”
User acceptance of hedonic digital artifacts: A theory of consumption values perspective (2010, background): “Similarly, a positive value assessment may create an atmosphere for affective commitment [19].”
The role of post‐training self‐efficacy in customers' use of self service technologies (2008, background): “training) is needed to overcome barriers associated with SSTs, while there is a dearth in SSTs research limiting the literature available to inform the study ( McKee et al. , 2006”
An empirical investigation into e‐shopping excitement: antecedents and effects (2009, methodology): “) and positive WOM were adopted from McKee et al. (2006)”
Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy (2012, background): “The probability of successful CP also increases when participation is manageable and easy and appropriate customer education and training is available in the form of detailed, customer-friendly instructions or aids (McKee, Simmers, and Licata 2006).”