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From human–human to human–machine interaction: how self-service technologies change the service encounter script.

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Bibliographic Details
Title: From human–human to human–machine interaction: how self-service technologies change the service encounter script.
Authors: Chau, Nguyen P. B.1 (AUTHOR) nguyen.pb.chau@gmail.com, Xu, Wenzhen2 (AUTHOR), Washida, Yuichi2 (AUTHOR)
Source: Behaviour & Information Technology. Mar2026, Vol. 45 Issue 4, p769-787. 19p.
Database: Academic Search Ultimate
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ISSN:0144929X
DOI:10.1080/0144929X.2025.2531406