---
res:
  bibo_abstract:
  - Advancements in information technology have changed the way customers experience
    a service encounter and their relationship with service providers. Especially
    technology-based self-service channels have found their way into the 21st century
    service economy. While research embraces these channels for their cost-efficiency,
    it has not examined whether a shift from personal to self-service affects customer–firm
    relationships. Drawing from the service-dominant logic and its central concept
    of value-in-context, we discuss customers’ value creation in self-service and
    personal service channels and examine the long-term impact of these channels on
    customer retention. Using longitudinal customer data, we investigate how the ratio
    of self-service versus personal service use influences customer defection over
    time. Our findings suggest that the ratio of self-service to personal service
    used affects customer defection in a U-shaped manner, with intermediate levels
    of both self-service and personal service use being associated with the lowest
    likelihood of defection. We also find that this effect mitigates over time. We
    conclude that firms should not shift customers toward self-service channels completely,
    especially not at the beginning of a relationship. Our study underlines the importance
    of understanding when and how self-service technologies create valuable customer
    experiences and stresses the notion of actively managing customers’ cocreation
    of value. @eng
  bibo_authorlist:
  - foaf_Person:
      foaf_givenName: Anne
      foaf_name: Scherer, Anne
      foaf_surname: Scherer
  - foaf_Person:
      foaf_givenName: Nancy
      foaf_name: Wünderlich, Nancy
      foaf_surname: Wünderlich
      foaf_workInfoHomepage: http://www.librecat.org/personId=36392
  - foaf_Person:
      foaf_givenName: Florian
      foaf_name: Von Wangenheim, Florian
      foaf_surname: Von Wangenheim
  bibo_issue: '1'
  bibo_volume: 39
  dct_date: 2015^xs_gYear
  dct_isPartOf:
  - http://id.crossref.org/issn/0276-7783.
  dct_language: eng
  dct_publisher: MIS RC@
  dct_subject:
  - customer defection
  - customer retention
  - e-service
  - longitudinal
  - Self-service
  - value-in-context
  dct_title: 'The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service
    Usage on Customer Retention.@'
...