Managing Consumer Resistance to Innovations

Managing Consumer Resistance to Innovations

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2005). At the same time, service companies increasingly involve active participation by customers in the service process (Bendapudi and Leone 2003). ... Technology-based self-service3, such as touch screens in department stores and information kiosks at hotels, as well as a€œoff-sitea€ ... by Time magazine suggests a€œthe end of customer servicea€ as one of ten ideas that are changing the world (Kiviat 2008).

Title:Managing Consumer Resistance to Innovations
Publisher:Rozenberg Publishers - 2010

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