Self-service technology, consumer satisfaction and consumer commitment : a multigroup investigation
Beatson, Amanda T., Lings, Ian, Rudd, John, Lee, Nick, & Souchen, Anne (2005) Self-service technology, consumer satisfaction and consumer commitment : a multigroup investigation. In 5th Academy of Marketing Biennial Conference, 5-7 July 2005, Dublin Institute of Technology, Dublin.
Self-service technology (SS1J enables consumers to complete services themselves using a technological interface. Studies of consumer satisfaction and commitment have
typically focused on the impact of interpersonal interactions on consumer satisfaction and commitment; however, the impact of SST on these is under researched. Data are collected from 241 hotel guests to explore the impact of SST on consumer satisf action and on three dimensions of consumer commitment. Multi-group analysis is conducted to examine the possible moderating impacts of consumer type, and frequency of interaction with personal-service and SST on the relationship between consumers'
evaluations of services and their overall satisfaction with, and commitment to, the service organisation. Our results suggest personal-service is more important than SST
fo r creating consumer satisfaction and commitment. Additionally. the degree of interaction between hotel guests and staff impacts the contribution that consumers'
evaluations ofpersonal-service attributes make to their overall satisf action with the service. These findings provide insights into the roles of SST and personal-service in service encounters.
Citation countsare sourced monthly fromand 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 theindexing service can be viewed at the linked Google Scholar™ search.
Full-text downloadsdisplays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.
|Item Type:||Conference Paper|
|Keywords:||Consumer Satisfaction, Self-Service Technology, Interpersonal Service, Consumer Commitment, Multi-Group Analysis|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)|
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 2005 [please consult the authors]|
|Deposited On:||15 Jun 2009 08:32|
|Last Modified:||29 Feb 2012 23:13|
Repository Staff Only: item control page