The use of technology-based self-service on assessments of consumer satisfaction and consumer commitment

Beatson, A. T., Coote, L., & Rudd, J. (2004) The use of technology-based self-service on assessments of consumer satisfaction and consumer commitment. In European Marketing Academy Conference, 18-21 May 2004, Murcia, Spain.


Technology-based self-service (TBSS) enables consumers to complete services themselves using a technological interface. As evaluations of consumer satisfaction and commitment have typically focused on interpersonal interactions, the effect of TBSS on these is under researched . This paper explores the impact of TBSS on consumer satisfaction and on a multidimensional measure of consumer commitment.Data are collected from 241 hotel guests. The results suggest personal-service is more important for satisfaction and commitment. This has implications for marketing as the benefits of adopting TBSS are not clear. Multi-dimensional commitment provides some interesting findings and suggests the need for further research into TBSS and commitment.

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ID Code: 25868
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Consumer satisfaction, Technology-based self-service, Interpersonal service, Consumer commitment
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 2004 [please consult the authors]
Deposited On: 23 Jun 2009 00:25
Last Modified: 10 Aug 2011 17:10

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