TY - JOUR
T1 - Gender differences in consumer evaluations of service quality
T2 - self-service kiosks in retail
AU - Lee, Hyun Joo
AU - Fairhurst, Ann
AU - Cho, Hyeon Jeong
PY - 2013/2
Y1 - 2013/2
N2 - This study investigates the effect of consumer characteristics on service quality for self-service kiosks, which, in turn, leads to the actual use of self-service kiosks. In addition, the authors attempt to explore gender differences in two aspects. First, it is investigated if the evaluation process of service quality differs by gender. Second, the moderating effect of gender on the relationships in the conceptual model is examined.
AB - This study investigates the effect of consumer characteristics on service quality for self-service kiosks, which, in turn, leads to the actual use of self-service kiosks. In addition, the authors attempt to explore gender differences in two aspects. First, it is investigated if the evaluation process of service quality differs by gender. Second, the moderating effect of gender on the relationships in the conceptual model is examined.
KW - interactivity
KW - perceived quality
KW - self service technology
KW - technology acceptance
UR - http://www.scopus.com/inward/record.url?scp=84871115871&partnerID=8YFLogxK
U2 - 10.1080/02642069.2011.614346
DO - 10.1080/02642069.2011.614346
M3 - Article
AN - SCOPUS:84871115871
SN - 0264-2069
VL - 33
SP - 248
EP - 265
JO - Service Industries Journal
JF - Service Industries Journal
IS - 2
ER -