Validación de la escala de necesidad de interacción social entre cliente y prestador de servicios

López-Bonilla, Jesús Manuel; López-Bonilla, Luis Miguel

doi:10.7819/rbgn.v16i52.1622

RESUMEN

Con la consolidación del sector de los servicios en la economía mundial, es preciso estudiar en mayor profundidad la relación entre cliente y prestador de servicios. Este trabajo analiza la validez y la fiabilidad de la escala de necesidad de interacción social entre empleados y clientes. Esta escala ha sido creada por Dabholkar (1996), a partir de las ideas de Langeard et al. (1981). Hay relativamente pocos estudios sobre esta escala, aunque este constructo debería ser tenido en cuenta en futuras investigaciones sobre la interacción de servicios. Este estudio se ha basado en una muestra de 819 estudiantes universitarios. Los resultados sugieren que la escala de necesidad de interacción social es un instrumento de medida breve, simple y fiable.

Palabras claves:
Interacciones de servicio; Prestador de servicios; Cliente; Escala

RESUMO

Com a consolidação do setor de serviços na economia mundial, precisamos estudar mais a relação entre o cliente e o prestador de serviços. Este artigo analisa a validade e confiabilidade da escala de necessidade de interação social entre cliente e prestador de serviços. Essa escala foi criada por Dabholkar (1996), baseado nas ideias de Langeard et al. (1981). Há poucos estudos sobre esta escala, embora esta construção deva ser considerada em futuras pesquisas sobre a interação de serviços. Este estudo foi baseado em uma amostra de 819 estudantes universitários. Os resultados sugerem que a escala de necessidade de interação social é um instrumento de medição de curto, simples e fiável.

Palavras-chave:
Interações em serviços; Prestador de serviços; Cliente; Escala

ABSTRACT

With the consolidation of the services sector in the global economy, we need to study further the relationship between customer and service provider. This paper analyzed the validity and reliability of the need for social interaction between customer and service provider. This scale has been made by Dabholkar (1996), from the ideas of Langeard et al. (1981). There are relatively few studies with this scale, therefore this construct should be taken into account in future research about service interaction. This study is based on a sample of 819 undergraduates. The results suggest that the Need of Social Interaction is a brief, simple and reliable scale.

Keywords:
Service interactions; Service provider; Customer; Scale

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REFERENCIAS

ABDALLA, M. M. et al. Antecedentes da intenção de recomendação: uma proposição com lanchonetes do tipo fast food. RevistaBrasileira de Gestao de Negócios-RBGN, São Paulo, v. 14, n. 43, p. 234-250, abr./jun. 2012.
BARNES, J. G. Close to the customer: but is it really a relationship. Journal of Marketing Management, London, v. 10, p. 561-570, 1994.
BARNES, J. G. Closeness, strength, and satisfaction; examining the nature of relationships between providers of financial services and their retail customer.Psychology & Marketing, New York,v. 14, n. 8, p. 765-790, Dec. 1997.
BATESON, J. E. G. Self-service consumer: an exploratory study. Journal of Retailing, New York, v. 61, n. 3, p. 49-76, Sept. 1985.
BEARDEN, W. O.; MALHOTRA, M. K.; USCÁTEGUI, K. H. Customer contact and the evaluation of service experience: propositions and implications for the design of services. Psychology & Marketing, New York, v. 15, n. 8, p. 793-809, Dec. 1998.
BEATTY, S. E. et al. Customer-sales associate retail relationships.Journal of Retailing, New York, v. 72, n. 3, p. 223-247, Autumn1996.
BERGER, S. C. Self-service technology for sales purposes in branch banking: the impact of personality and relationship on customer adoption. International Journal of Bank Marketing, Bradford, v. 27, n. 7, p. 488-505, 2009.
BERRY, L. L.; PARASURAMAN, A. Marketing de servicios: la calidad como meta. Barcelona: Parramón Ediciones, 1993.
BITNER, M. J. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, Chicago, v. 54, p. 69-82, Apr. 1990.
BOUDREAU, M. C.; GEFEN, D.; STRAUB, D. W. Validation in information systems research: a state-of-the-art assessment. MIS Quarterly: Management Information Systems, Minneapolis, v. 25, n. 1, p. 1-16, Mar. 2001.
BREAKWELL, G. M. et al. Attitudes towards new technology in relation to social beliefs group memberships: a preliminary investigation. Current Psychological Research and Reviews, [S.l.], v. 5, n. 1, p.34-47, Spring 1986.
BUTCHER, K.; SPARKS, B.; O’CALLAGHAM, F.On the nature of customer-employee relationships.Marketing Intelligence & Planning, Bradford, v. 20, n. 4/5, p. 297-306, 2002.
CHANG, C.-H. The influence of user’s trait on public e-service usage: a self-service technology perspective. Asian Social Science, [S.l.], v. 7, n. 7, p. 3-11, July 2011.
CHASE, R. B.; TANSIK, D. A.The customer contact model for organization design.Management Science, Linthicum, v. 29, n. 9, p. 1037-1051, Sept. 1983.
COLLIER, J. E.; KIMES, S. E. Only it is convenient: understanding how convenience influences self-service technology evaluation. Journal of Service Research, Thousand Oaks, v. 16, n. 1, p. 39-51, Sept. 2013.
CURRAN, J. M.; MEUTER, M. L. Self-service technology adoption: comparing three technologies. Journal of Services Marketing, Bradford, v. 19, n. 2, 103-113, 2005.
CZEPIEL, J. A. Managing customer satisfaction in consumer service businesses. Cambridge, MA: Marketing Science Institute, 1980.
DABHOLKAR, P. A. Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of Research in Marketing, Amsterdam, v. 13, n. 1, p. 29-51, Feb. 1996.
DABHOLKAR, P. A. Role of affect and need for interaction in on-site service encounters. Advances in Consumer Research, [S.l.], v. 19, p. 563-569, Jan. 1992.
DABHOLKAR, P. A. Technology in service delivery: implications of self-service and service support. In: D. IACOBUCCI & T. A. SWARTZ, (Eds.). Handbook of services marketing and management. Thousand Oaks, CA: Sage Publications, 2000. p. 103-110.
DABHOLKAR, P. A.; BAGOZZI, R. P. An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Journal of The Academy of Marketing Science, Thousand Oaks, v. 30, n. 3, p. 184-201, Summer 2002.
DABHOLKAR, P. A.; BOBBITT, L. M.; LEE, E. U. Understanding consumer motivation and behaviour related to self-scanning in retailing.International Journal of Service Industry Management, [S.l.], v. 14, n. 1, p. 59-95, 2003.
EASTLICK, M. A. et al. Exploring antecedents of attitude toward co-producing a retail checkout service utilizing a self-service technology. International Review of Retail, Distribution and Consumer Research, [S.l.], v. 22, n. 4, 337-364, 2012.
FORMAN, A. M.; SRIRAM, V. The depersonalisation of retailing: its impact on the ‘lonely’ consumer. Journal of Retailing, New York, v. 67, n. 2, p. 226-243, June 1991.
GABBOT, M.; HOGG, G. Consumer behaviour and service: a review. Journal of Marketing Management, London, v. 10, n. 4, p. 311-324, 1994.
GARCIA, G.M.; SANTOS, C.P. O impacto das características pessoais na intenção de compra pela internet e o papel de mediação da familiaridade e da atitude ante a compra pela internet. Revista de Administraçao Mackenzie, São Paulo, v. 12, n. 5, p. 151-181, set./out. 2011.
GELDERMAN, C. J.; GHIJSEN, P. W.; DIEMEN, R. Choosing self-service technologies or interpersonal services: the impact of situational factors and technology-related attitudes. Journal of Retailing and Consumer Services, [S.l.], v. 18, n. 5, p. 414-421, Sept. 2011.
GUTEK, B. A. The dynamics of service: reflections on the changing nature of customer/provider interactions. San Francisco: Jossey-Bass, 1995.
GUTEK, B. A. et al. Distinguishing between service relationships and encounters. Journal of Applied Psychology, Washington, v. 84, n. 2, p. 218-233, Apr. 1999.
HAIR, J. F. et al. An assessment of the use of partial least squares structural equation modelling in marketing research. Journal of the Academy of Marketing Science, Thousand Oaks, v. 40, n. 3, p. 414-433, May 2012.
KELLOGG, D. L.; CHASE, R. B. Constructing an empirically derived measure for customer contact.Management Science, Linthicum, v. 41, n. 11, p. 1735-1749, Nov. 1995.
KIPNIS, D.The technological perspective. Psychological Science, Washington, v. 2, n. 2, p. 62-69, Mar. 1991.
LANGEARD, E.et al. Marketing of services: new insights from consumers and managers. Cambridge, MA.: Marketing Science Institute, 1981.
LEE, H. J. et al.The influence of consumer traits and demographics on intention to use retail self-service checkouts.Marketing Intelligence & Planning, Bradford, v. 28, n. 1, p. 46-58, 2010.
LEE, H. J.; YANG, K. Interpersonal service quality self-service technology (SST) service quality, and retail patronage. Journal of Retailing and Consumer Services, [S.l.], v. 20, n. 1, p. 51-57, Jan. 2013.
LÓPEZ-BONILLA, L. M.; LÓPEZ-BONILLA, J. M. Análisis de la participación del consumidor en el encuentro de servicio. Estudios sobre Consumo, [S.l.], v. 77, p. 9-21, 2006.
LÓPEZ-BONILLA, J. M.; LÓPEZ-BONILLA, L. M. Self-service technology versus traditional service: examining cognitive factors in the purchase of the airline ticket. Journal of Travel and Tourism Marketing, Binghamton, v. 30, n. 5, p. 497-508, 2013.
MARTÍNEZ-LÓPEZ,F. J. et al. Utilitarian motivations in online consumption: Dimensional structure and scale.Electronic Commerce Research and Applications, [S.l.], v. 13, n. 3, p. 188-204,May/June 2014.
MATTSSON, J. Improving service quality in person-to-person encounters: integrating findings from a multi-disciplinary review. The Service Industries Journal, Essex, v. 14, n. 1, p. 45-61, 1994.
MEUTER, M. L. et al.Self-service technologies: a critical incident investigation of technologically-based service encounters. Working Paper. Tempe: Arizona State University, 1999.
MEUTER, M. L. et al. Self-service technologies: understanding consumer satisfaction with technology-based service encounters. Journal of Marketing, Chicago, v. 64, n. 3, p. 50-64, July2000.
MILAN, G. S. Ampliando o entendimento sobre a emoção existente nas interações de serviços. RevistaBrasileira de Gestao de Negócios-RBGN, São Paulo, v. 9, n. 23, p. 51-60, jan./abr. 2007.
MILLS, P. K.; MORRIS, J. H. Some moderating effects of client-interaction need on perceived technology and structure in service providers’ tasks. International Journal of Service Industry Management, [S.l.], v. 3, n. 1, p. 4-13, 1992.
MITTAL, B.; LASSAR, W. M. The role of personalization in service encounters. Journal of Retailing, New York, v. 72, n. 1, p. 95-109, Spring 1996.
MORGAN, R. M.; HUNT, S. D.The commitment-trust theory of relationship marketing.Journal of Marketing, Chicago, v. 58, n. 3,p. 20-38, July 1994.
O’BRIEN, L.; JONES, C. Do rewards really create loyalty.Harvard Business Review, Boston, v. 73, p. 75-82, 1995.
PRENDERGAST, G. P.; MARR, N. E. Disenchantment discontinuance in the diffusion of technologies in the service industry: a case study in retailing banking. Journal of International Consumer Marketing, Binghamton, v. 7, n. 2, p. 25-40, 1994.
RINGLE, C. M.; WENDE, S.; WILL, S. SmartPLS 2.0 (M3) Beta. Hamburg, Germany: University of Hamburg, 2005. Disponible en: <Disponible en: http://www.smartpls.de >. Acceso en: 14 abr. 2013.
» http://www.smartpls.de
SCHNEIDER, B. The service organization: climate is crucial. Organizational Dynamics, New York, v. 9, n. 2, p. 52-65, Autumn1980.
SOLOMON, M. R. et al. A role theory perspective on dyadic interactions: the service encounter. Journal of Marketing, Chicago, v. 49, n. 1, p. 99-111, Winter 1985.
SUR, S. Technology-based remote service encounters: understanding customer satisfaction and sustainability. Journal of Foodservice Business Research, Binghamton, v. 11, n. 3, 315-332. Oct. 2008.
SURPRENANT, C.; SOLOMON, M. R. Predictability and personalization in the service encounter.Journal of Marketing, Chicago, v. 51, n. 2, p. 86-96, Apr. 1987.
TO, P-L.; LIAO, C.; LIN, T-H.Shopping motivations on Internet: a study based on utilitarian and hedonic value. Technovation, [S.l.], v. 27, n. 12, p. 774-787, Dec. 2007.
WESSELS, L.; DRENNAN, J.An investigation of consumer acceptance of M-banking.International Journal of Bank Marketing, Bradford, v. 28, n. 7, p. 547-568, 2010.
ZEITHAML, V. A.; GILLY, M. C. Characteristics affecting the acceptance of retailing technologies: a comparison of elderly and nonelderly consumers. Journal of Retailing, New York, v. 63, n. 1, p. 49-68, Spring 1987.

Processo de avaliação: Double Blind Review

Fechas de Publicación

Publicación en esta colección
Oct-Dec 2014

Histórico

Recibido
27 Abr 2013
Acepto
04 Nov 2014

Este es un artículo publicado en acceso abierto bajo una licencia Creative Commons

[1] ABDALLA, M. M. et al. Antecedentes da intenção de recomendação: uma proposição com lanchonetes do tipo fast food. RevistaBrasileira de Gestao de Negócios-RBGN, São Paulo, v. 14, n. 43, p. 234-250, abr./jun. 2012.

[2] BARNES, J. G. Close to the customer: but is it really a relationship. Journal of Marketing Management, London, v. 10, p. 561-570, 1994.

[3] BARNES, J. G. Closeness, strength, and satisfaction; examining the nature of relationships between providers of financial services and their retail customer.Psychology & Marketing, New York,v. 14, n. 8, p. 765-790, Dec. 1997.

[4] BATESON, J. E. G. Self-service consumer: an exploratory study. Journal of Retailing, New York, v. 61, n. 3, p. 49-76, Sept. 1985.

[5] BEARDEN, W. O.; MALHOTRA, M. K.; USCÁTEGUI, K. H. Customer contact and the evaluation of service experience: propositions and implications for the design of services. Psychology & Marketing, New York, v. 15, n. 8, p. 793-809, Dec. 1998.

[6] BEATTY, S. E. et al. Customer-sales associate retail relationships.Journal of Retailing, New York, v. 72, n. 3, p. 223-247, Autumn1996.

[7] BERGER, S. C. Self-service technology for sales purposes in branch banking: the impact of personality and relationship on customer adoption. International Journal of Bank Marketing, Bradford, v. 27, n. 7, p. 488-505, 2009.

[8] BERRY, L. L.; PARASURAMAN, A. Marketing de servicios: la calidad como meta. Barcelona: Parramón Ediciones, 1993.

[9] BITNER, M. J. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, Chicago, v. 54, p. 69-82, Apr. 1990.

[10] BOUDREAU, M. C.; GEFEN, D.; STRAUB, D. W. Validation in information systems research: a state-of-the-art assessment. MIS Quarterly: Management Information Systems, Minneapolis, v. 25, n. 1, p. 1-16, Mar. 2001.

[11] BREAKWELL, G. M. et al. Attitudes towards new technology in relation to social beliefs group memberships: a preliminary investigation. Current Psychological Research and Reviews, [S.l.], v. 5, n. 1, p.34-47, Spring 1986.

[12] BUTCHER, K.; SPARKS, B.; O’CALLAGHAM, F.On the nature of customer-employee relationships.Marketing Intelligence & Planning, Bradford, v. 20, n. 4/5, p. 297-306, 2002.

[13] CHANG, C.-H. The influence of user’s trait on public e-service usage: a self-service technology perspective. Asian Social Science, [S.l.], v. 7, n. 7, p. 3-11, July 2011.

[14] CHASE, R. B.; TANSIK, D. A.The customer contact model for organization design.Management Science, Linthicum, v. 29, n. 9, p. 1037-1051, Sept. 1983.

[15] COLLIER, J. E.; KIMES, S. E. Only it is convenient: understanding how convenience influences self-service technology evaluation. Journal of Service Research, Thousand Oaks, v. 16, n. 1, p. 39-51, Sept. 2013.

[16] CURRAN, J. M.; MEUTER, M. L. Self-service technology adoption: comparing three technologies. Journal of Services Marketing, Bradford, v. 19, n. 2, 103-113, 2005.

[17] CZEPIEL, J. A. Managing customer satisfaction in consumer service businesses. Cambridge, MA: Marketing Science Institute, 1980.

[18] DABHOLKAR, P. A. Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of Research in Marketing, Amsterdam, v. 13, n. 1, p. 29-51, Feb. 1996.

[19] DABHOLKAR, P. A. Role of affect and need for interaction in on-site service encounters. Advances in Consumer Research, [S.l.], v. 19, p. 563-569, Jan. 1992.

[20] DABHOLKAR, P. A. Technology in service delivery: implications of self-service and service support. In: D. IACOBUCCI & T. A. SWARTZ, (Eds.). Handbook of services marketing and management. Thousand Oaks, CA: Sage Publications, 2000. p. 103-110.

[21] DABHOLKAR, P. A.; BAGOZZI, R. P. An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Journal of The Academy of Marketing Science, Thousand Oaks, v. 30, n. 3, p. 184-201, Summer 2002.

[22] DABHOLKAR, P. A.; BOBBITT, L. M.; LEE, E. U. Understanding consumer motivation and behaviour related to self-scanning in retailing.International Journal of Service Industry Management, [S.l.], v. 14, n. 1, p. 59-95, 2003.

[23] EASTLICK, M. A. et al. Exploring antecedents of attitude toward co-producing a retail checkout service utilizing a self-service technology. International Review of Retail, Distribution and Consumer Research, [S.l.], v. 22, n. 4, 337-364, 2012.

[24] FORMAN, A. M.; SRIRAM, V. The depersonalisation of retailing: its impact on the ‘lonely’ consumer. Journal of Retailing, New York, v. 67, n. 2, p. 226-243, June 1991.

[25] GABBOT, M.; HOGG, G. Consumer behaviour and service: a review. Journal of Marketing Management, London, v. 10, n. 4, p. 311-324, 1994.

[26] GARCIA, G.M.; SANTOS, C.P. O impacto das características pessoais na intenção de compra pela internet e o papel de mediação da familiaridade e da atitude ante a compra pela internet. Revista de Administraçao Mackenzie, São Paulo, v. 12, n. 5, p. 151-181, set./out. 2011.

[27] GELDERMAN, C. J.; GHIJSEN, P. W.; DIEMEN, R. Choosing self-service technologies or interpersonal services: the impact of situational factors and technology-related attitudes. Journal of Retailing and Consumer Services, [S.l.], v. 18, n. 5, p. 414-421, Sept. 2011.

[28] GUTEK, B. A. The dynamics of service: reflections on the changing nature of customer/provider interactions. San Francisco: Jossey-Bass, 1995.

[29] GUTEK, B. A. et al. Distinguishing between service relationships and encounters. Journal of Applied Psychology, Washington, v. 84, n. 2, p. 218-233, Apr. 1999.

[30] HAIR, J. F. et al. An assessment of the use of partial least squares structural equation modelling in marketing research. Journal of the Academy of Marketing Science, Thousand Oaks, v. 40, n. 3, p. 414-433, May 2012.

[31] KELLOGG, D. L.; CHASE, R. B. Constructing an empirically derived measure for customer contact.Management Science, Linthicum, v. 41, n. 11, p. 1735-1749, Nov. 1995.

[32] KIPNIS, D.The technological perspective. Psychological Science, Washington, v. 2, n. 2, p. 62-69, Mar. 1991.

[33] LANGEARD, E.et al. Marketing of services: new insights from consumers and managers. Cambridge, MA.: Marketing Science Institute, 1981.

[34] LEE, H. J. et al.The influence of consumer traits and demographics on intention to use retail self-service checkouts.Marketing Intelligence & Planning, Bradford, v. 28, n. 1, p. 46-58, 2010.

[35] LEE, H. J.; YANG, K. Interpersonal service quality self-service technology (SST) service quality, and retail patronage. Journal of Retailing and Consumer Services, [S.l.], v. 20, n. 1, p. 51-57, Jan. 2013.

[36] LÓPEZ-BONILLA, L. M.; LÓPEZ-BONILLA, J. M. Análisis de la participación del consumidor en el encuentro de servicio. Estudios sobre Consumo, [S.l.], v. 77, p. 9-21, 2006.

[37] LÓPEZ-BONILLA, J. M.; LÓPEZ-BONILLA, L. M. Self-service technology versus traditional service: examining cognitive factors in the purchase of the airline ticket. Journal of Travel and Tourism Marketing, Binghamton, v. 30, n. 5, p. 497-508, 2013.

[38] MARTÍNEZ-LÓPEZ,F. J. et al. Utilitarian motivations in online consumption: Dimensional structure and scale.Electronic Commerce Research and Applications, [S.l.], v. 13, n. 3, p. 188-204,May/June 2014.

[39] MATTSSON, J. Improving service quality in person-to-person encounters: integrating findings from a multi-disciplinary review. The Service Industries Journal, Essex, v. 14, n. 1, p. 45-61, 1994.

[40] MEUTER, M. L. et al.Self-service technologies: a critical incident investigation of technologically-based service encounters. Working Paper. Tempe: Arizona State University, 1999.

[41] MEUTER, M. L. et al. Self-service technologies: understanding consumer satisfaction with technology-based service encounters. Journal of Marketing, Chicago, v. 64, n. 3, p. 50-64, July2000.

[42] MILAN, G. S. Ampliando o entendimento sobre a emoção existente nas interações de serviços. RevistaBrasileira de Gestao de Negócios-RBGN, São Paulo, v. 9, n. 23, p. 51-60, jan./abr. 2007.

[43] MILLS, P. K.; MORRIS, J. H. Some moderating effects of client-interaction need on perceived technology and structure in service providers’ tasks. International Journal of Service Industry Management, [S.l.], v. 3, n. 1, p. 4-13, 1992.

[44] MITTAL, B.; LASSAR, W. M. The role of personalization in service encounters. Journal of Retailing, New York, v. 72, n. 1, p. 95-109, Spring 1996.

[45] MORGAN, R. M.; HUNT, S. D.The commitment-trust theory of relationship marketing.Journal of Marketing, Chicago, v. 58, n. 3,p. 20-38, July 1994.

[46] O’BRIEN, L.; JONES, C. Do rewards really create loyalty.Harvard Business Review, Boston, v. 73, p. 75-82, 1995.

[47] PRENDERGAST, G. P.; MARR, N. E. Disenchantment discontinuance in the diffusion of technologies in the service industry: a case study in retailing banking. Journal of International Consumer Marketing, Binghamton, v. 7, n. 2, p. 25-40, 1994.

[48] RINGLE, C. M.; WENDE, S.; WILL, S. SmartPLS 2.0 (M3) Beta. Hamburg, Germany: University of Hamburg, 2005. Disponible en: <Disponible en: http://www.smartpls.de >. Acceso en: 14 abr. 2013.
» http://www.smartpls.de

[49] SCHNEIDER, B. The service organization: climate is crucial. Organizational Dynamics, New York, v. 9, n. 2, p. 52-65, Autumn1980.

[50] SOLOMON, M. R. et al. A role theory perspective on dyadic interactions: the service encounter. Journal of Marketing, Chicago, v. 49, n. 1, p. 99-111, Winter 1985.

[51] SUR, S. Technology-based remote service encounters: understanding customer satisfaction and sustainability. Journal of Foodservice Business Research, Binghamton, v. 11, n. 3, 315-332. Oct. 2008.

[52] SURPRENANT, C.; SOLOMON, M. R. Predictability and personalization in the service encounter.Journal of Marketing, Chicago, v. 51, n. 2, p. 86-96, Apr. 1987.

[53] TO, P-L.; LIAO, C.; LIN, T-H.Shopping motivations on Internet: a study based on utilitarian and hedonic value. Technovation, [S.l.], v. 27, n. 12, p. 774-787, Dec. 2007.

[54] WESSELS, L.; DRENNAN, J.An investigation of consumer acceptance of M-banking.International Journal of Bank Marketing, Bradford, v. 28, n. 7, p. 547-568, 2010.

[55] ZEITHAML, V. A.; GILLY, M. C. Characteristics affecting the acceptance of retailing technologies: a comparison of elderly and nonelderly consumers. Journal of Retailing, New York, v. 63, n. 1, p. 49-68, Spring 1987.

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