作者：Ketzenberg, Michael E.; Geismar, Neil; Metters, Richard; van der Laan, Erwin
作者单位：Texas A&M University System; Texas A&M University College Station; Mays Business School; Erasmus University Rotterdam; Erasmus University Rotterdam - Excl Erasmus MC
摘要：An important difference between both manufacturing and wholesaling vs. retail is the information available concerning inventory. Typically, far less information characterizes retail. Here, an extreme environment of information shortfall is examined. The environment is technically termed unattended points of sale, but colloquially called vending machines. Once inventory is loaded into a machine, information on demand and inventory level is not observed until the scheduled reloading date. Techno...
作者：Li, Mei; Choi, Thomas Y.; Rabinovich, Elliot; Crawford, Aaron
作者单位：Lehigh University; Arizona State University; Arizona State University-Tempe; Korea University; Arizona State University; Arizona State University-Tempe
摘要：Inter-customer interactions are important to the operation of self-services in retail settings. More specifically, when self-service terminals are used as part of customers' checkout processes in retail operations without the explicit involvement of retailers as the direct service providers, inter-customer interactions become a significant managerial issue. In this article, we examine the impact of inter-customer interactions at retail self-service terminals on customers' service quality perce...
