Anne Scherer, Nancy Wünderlich, Florian von Wangenheim. The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS Quarterly, 39(1):177-200, 2015. [doi]
@article{SchererWW15,
title = {The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention},
author = {Anne Scherer and Nancy Wünderlich and Florian von Wangenheim},
year = {2015},
url = {http://misq.org/the-value-of-self-service-long-term-effects-of-technology-based-self-service-usage-on-customer-retention.html},
researchr = {https://researchr.org/publication/SchererWW15},
cites = {0},
citedby = {0},
journal = {MIS Quarterly},
volume = {39},
number = {1},
pages = {177-200},
}