Efficient service vs. resilient customers: modeling service time expectations to explain delays in the adoption of self-service alternatives Marlene Amorim Publication Year of Publication: 2008 Amorim, M. (2008). Efficient service vs. resilient customers: modeling service time expectations to explain delays in the adoption of self-service alternatives. In . Identifiers Other Numbers: 40208577 Locators Alternative titles Google ScholarBibTeXRIS