Self-Service Technology and the Service Encounter

Amanda Beatson, Nick Lee and Leonard V. Coote

The Service Industries Journal, 2007, vol. 27, issue 1, 75-89

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.

Date: 2007
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Citations: View citations in EconPapers (15)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:27:y:2007:i:1:p:75-89

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DOI: 10.1080/02642060601038700

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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