1. Bateson, J.E. (1985), “Self‐service consumer: an exploratory study”,Journal of Retailing, Vol. 61, Fall, pp. 49‐76.
2. Some strategy implications of a matrix approach to the classification of marketing goods and services
3. Biswas, A., Pullic, C. and Krishnan, B. (1999), “Consumer evaluation of reference price advertisements: effects of other brand's prices and semantic cues”,Journal of Public Policy and Marketing, Vol. 18 No. 1, pp. 52‐65.
4. Bitner, M.J. (2001), “Self‐service technologies: what do customers expect?”,Marketing Management, Vol. 10 No. 1, pp. 10‐11.
5. Implementing successful self-service technologies