Self-service technology and the service encounter

Beatson, Amanda, Lee, Nick J. and Coote, Leonard V. (2007). Self-service technology and the service encounter. Service Industries Journal, 27 (1), pp. 75-89.


Self-service technology is affecting the service encounter. The potential reduction in personal contact through self-service technology may affect assessments of consumer satisfaction and commitment, making it necessary to investigate self-service technology usage, particularly the long-term impact on consumers' relationships with service organisations. Thus, this paper presents a framework for investigating the impact of self-service technology on consumer satisfaction and on a multi-dimensional measure of consumer commitment. Illustrative quotes from exploratory in-depth interviews support the framework and lead to a set of propositions. Future research directions for testing the framework are also discussed, and potential implications of this research are outlined.

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Divisions: Aston Business School > Marketing & strategy
Aston Business School > Marketing & strategy research group
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Uncontrolled Keywords: self-service technology,service encounter,reduction in personal contact,consumer satisfaction,consumer commitment,Management of Technology and Innovation,Strategy and Management
Published Date: 2007-01


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