Determining consumer satisfaction and commitment through self-service technology and personal service usage

Beatson, Amanda T.; Coote, Leonard V. and Rudd, John M. (2006). Determining consumer satisfaction and commitment through self-service technology and personal service usage. Journal of Marketing Management, 22 (7-8), pp. 853-882.

Abstract

This paper expands research into self-service technology in the service encounter. Self-service technology is where customers deliver service themselves using some form of a technological interface. There is still a great deal unknown about self-service technology, in particular its impact on consumer satisfaction and consumer commitment. With that in mind, this empirical study explores the relative impact of self-service technology on consumer satisfaction and on a multidimensional measure of consumer commitment containing affective commitment, temporal commitment and instrumental commitment. The results reveal that in a hotel context personal service still remains very important for assessments of satisfaction, and affective and temporal commitment. What is particularly interesting is that self-service technology, while impacting these constructs, also impacts instrumental commitment. This suggests that positive evaluations of self-service technology may tie consumers into relationships with hotels. A discussion and implications for managers are provided on these and other results, and the paper is concluded with further potential research.

Publication DOI: https://doi.org/10.1362/026725706778612121
Divisions: Aston Business School > Marketing & strategy
Aston Business School > Marketing & strategy research group
Additional Information: This is an Author's Accepted Manuscript of an article published in [include the complete citation information for the final version of the article as published in the ournal of marketing management 2006. ©Westburn Publishers Ltd., available online at: http://www.tandfonline.com/10.1362/026725706778612121
Uncontrolled Keywords: self-service technology,personal service,consumer satisfaction,affective commitment,temporal commitment,instrumental commitment,service encounter
Published Date: 2006

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