fficient service vs. resilient customers: modeling service time expectations to explain delays in the adoption of self-service alternatives Marlene Amorim Publication Year of Publication: 2010 Amorim, M. (2010). fficient service vs. resilient customers: modeling service time expectations to explain delays in the adoption of self-service alternatives. In . Identifiers Other Numbers: 40208546 Locators Alternative titles Google ScholarBibTeXRIS