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Self-service technology and the service encounter
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Beatson, Amanda, Lee, Nick and Coote, Leonard V. (2007) Self-service technology and the service encounter. The Service Industries Journal, 27 (1). pp. 75-89. doi:10.1080/02642060601038700 ISSN 0264-2069.
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Official URL: http://dx.doi.org/10.1080/02642060601038700
Abstract
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.
| Item Type: | Journal Article | ||||
|---|---|---|---|---|---|
| Divisions: | Faculty of Social Sciences > Warwick Business School > Marketing Group Faculty of Social Sciences > Warwick Business School |
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| Journal or Publication Title: | The Service Industries Journal | ||||
| Publisher: | Taylor & Francis | ||||
| ISSN: | 0264-2069 | ||||
| Official Date: | 2007 | ||||
| Dates: |
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| Volume: | 27 | ||||
| Number: | 1 | ||||
| Page Range: | pp. 75-89 | ||||
| DOI: | 10.1080/02642060601038700 | ||||
| Status: | Peer Reviewed | ||||
| Publication Status: | Published | ||||
| Access rights to Published version: | Restricted or Subscription Access |
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