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Self-service technology and the service encounter

By Amanda T. Beatson and Leonard V. Coote


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 the research are outlined

Topics: 150503 Marketing Management (incl. Strategy and Customer Relations), Service Encounter, Self-Service Technology, Consumer Satisfaction, Services Marketing, Consumer Commitment
Publisher: Routledge
Year: 2007
DOI identifier: 10.1080/02642060601038700
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