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This paper seeks to answer two questions: (1) Do consumers perceive the four service quality dimensions (reliability, responsiveness, assurance, and empathy) differently when interacting with Self-Service Technologies (SSTs) and human agents? and (2) How do these four dimensions affect consumers' satisfaction when using SSTs versus using human agents? Based(More)
Large heterogeneous online repositories of scientific information have the potential to change the way science is done today. In order for this potential to be realized, numerous challenges must be addressed concerning access to and interoperability of the online scientific data. In our work, we are using semantic web technologies to improve access and(More)
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