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


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.

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Divisions: College of Business and Social Sciences > Aston Business School > Marketing & Strategy
College of Business and Social Sciences > Aston Business School > Economics, Finance & Entrepreneurship
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:
Uncontrolled Keywords: self-service technology,personal service,consumer satisfaction,affective commitment,temporal commitment,instrumental commitment,service encounter
Publication ISSN: 1472-1376
Last Modified: 26 Dec 2023 08:06
Date Deposited: 11 Mar 2019 17:39
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Related URLs: http://www.tand ... 725706778612121 (Publisher URL)
PURE Output Type: Article
Published Date: 2006
Authors: Beatson, Amanda T.
Coote, Leonard V.
Rudd, John M.



Version: Accepted Version

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