Sources of Customer Role Learning During Self-Service Technology Encounters

Petranka Kelly (), Jennifer Lawlor and Michael Mulvey
Additional contact information
Petranka Kelly: Dublin Institute of Technology
Jennifer Lawlor: Dublin Institute of Technology
Michael Mulvey: Dublin Institute of Technology

A chapter in Information and Communication Technologies in Tourism 2013, 2013, pp 326-338 from Springer

Abstract: Abstract The advance of self-service technologies (SSTs) in the tourism industry has highlighted the role of the customer as co-producer during service encounters. Customer usage of SSTs requires that they have acquired the needed skills and knowledge towards operating the SST efficiently. Despite the recognition of the importance of customer role clarity and ability for successful SST encounters, there is a dearth of knowledge into the process of customer SST role learning. Therefore, this research contributes to knowledge by exploring the sources of customer SST role learning and how customers learn from them. The employed research method is short interviews with airline passengers at an international airport. The results identify six sources of customer learning, namely the SST interface, other customers, company employees, mass media and service environment, negative service outcomes and the customer’s workplace.

Keywords: Self-service technologies; Customer roles; Customer learning; Customer participation (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-36309-2_28

Ordering information: This item can be ordered from
http://www.springer.com/9783642363092

DOI: 10.1007/978-3-642-36309-2_28

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().