참고문헌
- Agus, A. (2018). The influence of perceived service quality towards customer satisfaction and loyalty in Air Asia self check-in system. Journal of Social Sciences Research, Special issue (2), 766-775.
- Ahn, J. A., & Seo, S. (2018). Consumer responses to interactive restaurant self-service technology (IRSST): The role of gadget-loving propensity. International Journal of Hospitality Management, 74, 109-121. https://doi.org/10.1016/j.ijhm.2018.02.020
- Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1). 24-38.
- Alkibsi, S., & Lind, M. (2011). Customer perceptions of technology-based banking service quality provided by banks operating in Yemen. In European, Mediterranean & Middle Eastern Conference on Information Systems, 468-486
- Anderson, J. L. (1973). Satisfaction of deDonder and Trautman conditions by radiative solutions of the Einstein field equations. General Relativity and Gravitation, 4(4), 289-297. https://doi.org/10.1007/BF00759848
- Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation-confirmation model. MIS Quarterly, 25(3), 351-370. https://doi.org/10.2307/3250921
- Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology's impact on the gaps model of service quality. In Handbook of service science. Springer, Boston, MA, 197-218
- Boon-itt, S. (2015). Managing self-service technology service quality to enhance e-satisfaction. International Journal of Quality and Service Sciences, 7(4), 373-391. https://doi.org/10.1108/IJQSS-01-2015-0013
- Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244-249. https://doi.org/10.1177/002224376500200303
- Chen, S. C., Chen, H. H., & Chen, M. F. (2009). Determinants of satisfaction and continuance intention towards self-service technologies. Industrial Management & Data Systems, 109(9), 1248-1263. https://doi.org/10.1108/02635570911002306
- Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275. https://doi.org/10.1177/1094670505278867
- Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490-509. https://doi.org/10.1007/s11747-009-0179-4
- Collier, J.E. & Kimes, S.E. (2012), Only if it is convenient: Understanding how convenience influences self-service technology evaluation, Journal of Service Research, 16(1), 39-51. https://doi.org/10.1177/1094670512458454
- Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.2307/1252296
- Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
- Curran, J. M., & Meuter, M. L. (2007). Encouraging existing customers to switch to self-service technologies: Put a little fun in their lives. Journal of Marketing Theory and Practice, 15(4), 283-298. https://doi.org/10.2753/MTP1069-6679150401
- Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29-51. https://doi.org/10.1016/0167-8116(95)00027-5
- Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201. https://doi.org/10.1177/0092070302303001
- Dabholkar, P. A., Bobbitt, L. M., & Lee, E. J. (2003). Understanding consumer motivation and behavior related to self‐scanning in retailing. International Journal of Service Industry Management, 14(1), 59-95. https://doi.org/10.1108/09564230310465994
- Fitzsimmons, J. A. (2003). Is self-service the future of services?. Managing Service Quality: International Journal, 13(6), 443-444. https://doi.org/10.1108/09604520310506496
- Foroughi, B., Iranmanesh, M., & Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015-1033. https://doi.org/10.1108/JEIM-10-2018-0237
- Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5, No. 3, pp. 207-219). Upper Saddle River, NJ: Prentice hall.
- Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
- Hsieh, C. T. (2005). Implementing self-service technology to gain competitive advantages. Communications of the IIMA, 5(1), 77-83.
- Holbrook, M. B. (1999). Introduction to consumer value. In M. B. Holbrook (Ed.), Customer value. A framework for analysis and research. London: Routledge.
- Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. NY: Wiley.
- Kang, J. W. & Namkung, Y. (2018). Classifying quality attributes of self-service kiosk in the restaurant industry using Kano model. Korean Journal of Hospitality and Tourism, 27(8), 263-279. https://doi.org/10.24992/kjht.2018.12.27.08.263.
- Kim, B, Y., Jun, J, H., & Han, S. H. (2018), The effects of nonverbal communication of restaurant employees on customer emotion, customer satisfaction, customer trust, and revisit intention. Korean Journal of Franchise Management, 9(3), 45-55. https://doi.org/10.21871/KJFM.2018.09.9.3.45
- Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009). Trust and satisfaction, two stepping stones for successful e-commerce relationships: Longitudinal exploration. Information Systems Research, 20(2), 237-257. https://doi.org/10.1287/isre.1080.0188
- Kim, S., & Stoel, L. (2004). Apparel retailers: Website quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11(2), 109-117. https://doi.org/10.1016/S0969-6989(03)00010-9
- Kim, S. T., & Lee, S. Y. (2012), Stakeholder pressure and the adoption of environmental logistics practices, International Journal of Logistics Management, 23(2), 238-258. https://doi.org/10.1108/09574091211265378
- Kotler, P. (1994). Marketing management, analysis, planning, implementation, and control, London: Prentice-Hall International.
- Lee, J. R., Yoo, D. K. & Lee, Y. K. (2004) The effect of web interactivity of e-brand on relationship quality and customer loyalty. Journal of the Korean Operations Research and Management Science Society, 29(4), 73-93.
- Lee, M. C. (2010). Explaining and predicting users' continuance intention toward e-learning: An extension of the expectation-confirmation model. Computers & Education, 54(2), 506-516. https://doi.org/10.1016/j.compedu.2009.09.002
- Lee, S. H., Ahn, S. M., & Lee, Y. J. (2019). Effect of online food service franchise experiences on satisfaction and revisit intention: Application of ANN analysis. Korean Journal of Franchise Management 10(2), 59-70. https://doi.org/10.21871/KJFM.2019.6.10.2.59
- Lee, Y.-K., Park, K. H., Park, D. H., Lee, K. A., & Kwon, Y. J. (2005). The relative impact of service quality on service value, customer satisfaction, and customer loyalty in Korean family restaurant context. International Journal of Hospitality & Tourism Administration, 6(1), 27-51. https://doi.org/10.1300/J149v06n01_03
- Lee, Y.-K., Yoon, Y. J. & Kim, E. J. (2008). Effects of brand personality on customers' emotion, satisfaction, and loyalty in family restaurant setting: A comparison of outback and VIPS. Journal of Foodservice Management, 11(3), 193-216
- Lee, Y. S., Kim, E. J., & Park, H. J. (2016), Market segmentation based on types of motivations to visit coffee shops. Korean Journal of Franchise Management, 7(1), 21-29. https://doi.org/10.21871/KJFM.2016.06.7.1.21
- Lian, J. W. (2018). Why is self-service technology (SST) unpopular? Extending the IS success model. Library Hi Tech.
- Liljander, V., Gillberg, F., Gummerus, J., & Van Riel, A. (2006). Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, 13(3), 177-191. https://doi.org/10.1016/j.jretconser.2005.08.004
- Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers' perception and adoption of self-service technologies. International Journal of Service Industry Management, 17(5), 497-517. https://doi.org/10.1108/09564230610689795
- Lin, J. S. C., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. Journal of Retailing, 87(2), 194-206. https://doi.org/10.1016/j.jretai.2011.02.006
- Liu, C. T., Guo, Y. M., & Lee, C. H. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71-79. https://doi.org/10.1016/j.ijinfomgt.2010.05.008
- Mehrabian, A., & Russell, J. A. (1974), An approach to environmental psychology. Cambridge, MA: MIT Press.
- Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64. https://doi.org/10.1509/jmkg.64.3.50.18024
- Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), 448-458. https://doi.org/10.1177/0092070303254408
- Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.2307/3150499
- Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430. https://doi.org/10.1086/209358
- Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129. https://doi.org/10.1016/j.jretconser.2013.07.002
- Parasuraman, A. (2000). Technology readiness index (TRI): A multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307-320. https://doi.org/10.1177/109467050024001
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-40.
- Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ESQUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233. https://doi.org/10.1177/1094670504271156
- Radomir, L., & Nistor, C. V. (2012). High-educated consumer perceptions of service quality: An assessment of the SSTQUAL scale in the Romanian banking industry. Procedia Economics and Finance, 3, 858-864. https://doi.org/10.1016/S2212-5671(12)00241-9
- Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105-113.
- Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: International Journal, 14(6), 446-456. https://doi.org/10.1108/09604520410569784
- Rust, R., & Oliver, R. L. (1994). Service quality: New directions in theory and practice, Thousand Oaks, CA: Sage Publications.
- Shahid Iqbal, M., Ul Hassan, M., & Habibah, U. (2018). Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5(1), 1-23. https://doi.org/10.1080/23311975.2018.1423770
- Shin, C. H., & Lee, H. J. (2012). A study on airlines' self-service technology (SST) quality affecting customer satisfaction and behavioral intention. Journal of Tourism Management Research, 51(0), 97-117.
- Wang, X., Yuen, K. F., Wong, Y. D., & Teo, C. C. (2019). Consumer participation in last-mile logistics service: An investigation on cognitions and affects. International Journal of Physical Distribution & Logistics Management, 49(2), 217-238. https://doi.org/10.1108/IJPDLM-12-2017-0372
- Yang, Z., Peterson, R. T., & Cai, S. (2003). Services quality dimensions of Internet retailing: an exploratory analysis. Journal of Services Marketing, 17(7), 685-700. https://doi.org/10.1108/08876040310501241
- Yoo, W. S., Kim, J. S., & Cho, S. B. (2010). The relationship between service quality and satisfaction of e-government self service technology (SST). Journal of the Korean Society for Quality Management, 38(4), 549-560.
- Yoon, N. S. (2011). The market segmentation of franchise coffee shops, and the difference analysis of choice attributes and consumer satisfaction in market segments: focused on Seoul area. International Journal of Tourism and Hospitality Research, 25(4), 225-239.
- Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375. https://doi.org/10.1177/009207002236911