By Dr. Pratibha A. Dabholkar


        Dr. Pratibha A. Dabholkar (Ph.D., Georgia State University, 1991) is internationally recognized as a pioneer in research on technology and service management, with a focus on technology-based self-service (TBSS). Whereas Dr. Dabholkar has published some seminal articles on business-to-business relationships, customer choice models, and means-end analysis, only her articles and papers on the major streams of her research--technology in service delivery, technology-based self-service, Internet marketing, service quality, customer satisfaction, and attitudinal research--are listed here.


        For more information on a specific article or paper, please click the appropriate link below.


"Using Online Recommendation Agents: Effect of Consumer Participation on Satisfaction, Trust, and Purchase Intentions"

"Service Failure and Recovery in Using Technology-Based Self-Service: Effects on User Attributions and Satisfaction"


"Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s"


"Increasing the Attractiveness of Mass Customization: The Role of Complementary Online Services and Range of Options"


"A Dual-Sequence Framework for B2C Relationship Formation: Moderating Effects of Employee Communication Style in Online Group Chat"


"The Role of Perceived Control and Gender in Consumer Reactions to Download Delays"


"Perceptions of Download Delays: Relation to Actual Waits, Web Site Abandoning, and Stage of Delay"


"Consequences of Forcing Consumers to Use Technology-Based Self-Service"


"The Role of Consumer Participation in Using Online Recommendation Agents: Satisfaction, Trust, and Purchase Intentions"


"Consumer Differences in Reactions to Download Delays and Satisfaction with Web Sites"


"The Role of Customer Contact Employees as External Customers: A Conceptual Framework for Marketing Strategy and Future Research"


"Perceived Download Waiting in Using Web Sites: A Conceptual Framework with Mediating and Moderating Effects"

"Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style"

"Factors Influencing Consumer Choice of a ‘Rating Web Site’: An Experimental Investigation of an Online Interactive Decision Aid"


"An Investigation of Real Estate Agent Service to Home Sellers: Relevant Factors and Attributions"


"Linking Process and Outcome to Service Quality and Customer Satisfaction Evaluations: An Investigation of Real Estate Agent Service"


"Online Commercial Chat: A New Tool For E-Business Success"


"Understanding Consumer Motivation and Behavior Related to Self-Scanning in Retailing: Implications for Strategy and Research on Technology-Based Self-Service"


"An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors"


"Integrating Attitudinal Theories to Understand and Predict Use of Technology-Based Self-Service: The Internet as an Illustration"

"Technology in Service Delivery: Implications for Self-Service and Service Support"

"A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study"


"Service Evaluation and Switching Behavior for Experiential Services: An Empirical Test of Gender Differences within a Broader Conceptual Framework"


"Consumer Expectations of Technology-Based Self-Service Options: An Investigation of Alternative Models of Service Quality"


"A Measure of Service Quality for Retail Stores: Scale Development and Validation"


"The Convergence of Customer Satisfaction and Service Quality Evaluations with Increasing Customer Patronage"


"A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality"


"Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes"


"Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies"


"Does Customer Satisfaction Predict Postpurchase Intentions"


"Customer Satisfaction and Service Quality: Two Constructs or One?"


"The Role of Prior Behavior and Category-Based Affect in On-Site Service Encounters"


"Using Technology‑Based Self-Service Options to Improve Perceived Service Quality"


"How to Improve Perceived Service Quality by Increasing Customer Participation"



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