Coping with Uncertainties in Technological Learning

  • Authors:

  • Tieju Ma

  • Affiliations:

  • School of Business, East China University of Science and Technology, Shanghai 200237, China

  • Venue:
  • Management Science
  • Year:
  • 2010

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Abstract

This paper uses the context of online banking to investigate the consequences of using self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large ...