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Self-service technology and the service encounter

Beatson, Amanda T. & Coote, Leonard V. (2007) Self-service technology and the service encounter. The Service Industries Journal, 27(1), pp. 75-89.

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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 the research are outlined.

Impact and interest:

27 citations in Scopus
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13 citations in Web of Science®

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ID Code: 21105
Item Type: Journal Article
Additional URLs:
Keywords: Service Encounter, Self-Service Technology, Consumer Satisfaction, Services Marketing, Consumer Commitment
DOI: 10.1080/02642060601038700
ISSN: 0264-2069
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2007 Routledge
Deposited On: 11 Jun 2009 12:58
Last Modified: 29 Feb 2012 23:38

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