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Determining consumer satisfaction and commitment through self-service technology and personal service usage
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Beatson, Amanda, 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. doi:10.1362/026725706778612121 ISSN 0267-257X.
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Official URL: http://dx.doi.org/10.1362/026725706778612121
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.
Item Type: | Journal Article | ||||
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Divisions: | Faculty of Social Sciences > Warwick Business School | ||||
Journal or Publication Title: | Journal of Marketing Management | ||||
Publisher: | Routledge | ||||
ISSN: | 0267-257X | ||||
Official Date: | 2006 | ||||
Dates: |
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Volume: | 22 | ||||
Number: | 7-8 | ||||
Page Range: | pp. 853-882 | ||||
DOI: | 10.1362/026725706778612121 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Restricted or Subscription Access |
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