You can if you think you can: The impact of customer and employee efficacy on technology-based service delivery

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

Original languageEnglish
Title of host publicationServing Customers: Global Services Marketing Perspectives
EditorsR.P. Fisk, R. Russell-Bennett, L.C. Harris
Place of PublicationBrisbane
PublisherTilde University Press
Pages161-175
Number of pages350
ISBN (Print)9780734610997
Publication statusPublished - 1 Jan 2013

Cite this

de Ruyter, J. C., & Yu, T. (2013). You can if you think you can: The impact of customer and employee efficacy on technology-based service delivery. In R. P. Fisk, R. Russell-Bennett, & L. C. Harris (Eds.), Serving Customers: Global Services Marketing Perspectives (pp. 161-175). Tilde University Press.