Nancy Wünderlich

University of Paderborn - Faculty of Business Administration, Economics and Business Computing

Warburger Str. 100

D-33098 Paderborn

Germany

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Scholarly Papers (1)

1.

Do Self-Services Really Pay Off?

Scherer, A., Wünderlich, N.V., v. Wangenheim, F. (2015). The Value of Self-Service: The Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS Quarterly, Forthcoming.
Number of pages: 56 Posted: 24 Apr 2015
Anne Scherer, Nancy Wünderlich and Florian V. Wangenheim
ETH Zürich - Department of Management, Technology, and Economics (D-MTEC), University of Paderborn - Faculty of Business Administration, Economics and Business Computing and ETH Zurich
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Abstract:

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Self-service, e-service, value-in-context, customer retention, customer defection, longitudinal