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.

[img] Published Version (PDF 5MB)
Administrators only | Request a copy from author

View at publisher


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:

51 citations in Scopus
29 citations in Web of Science®
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 21105
Item Type: Journal Article
Refereed: Yes
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 02:58
Last Modified: 29 Feb 2012 13:38

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page