This study examines the role of consumer technology paradoxes within the context of self-service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in this context: control/chaos, fulfill needs/create needs, and freedom/enslavement. The study reveals further that the effects of these paradoxes on customer satisfaction are mediated by consumer performance ambiguity and consumer trust in technology. Theoretical and managerial implications of consumer paradoxical experiences for technology-based services are discussed.

Partnering with customers is a powerful new business approach, but an implementation framework is required. Discusses how six corporations collaborated in an exercise to develop partnership guidelines. Illustrates the framework in fields ranging from high tech to consumer products.

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractRelationship marketing is a powerful new business approach, but an implementation framework is required. This article discusses how six corporations collaborated in an exercise to develop step-by-step guidelines. The framework is illustrated in fields ranging from high tech to consumer products.

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