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Our data says that the document:

Hossain, ; Rahman Mst, Farjana ; Zhou, Xiaoyan. (2019) Customer satisfaction under heterogeneous services of different self-service technologies.
In: Management & Marketing. RePEc:vrs:manmar:v:14:y:2019:i:1:p:90-107:n:7.

Full description at Econpapers

cites:

Forbes, L. P. (2008), “When something goes wrong and no one is around: non-internet self-service technology failure and recovery”, Journal of Service Marketing, 22(4), 316-327. Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish experience”, Journal of Marketing, 56, January, 6-21.

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