Attributes of service delivery modes and their impact on consumer satisfaction
Beatson, Amanda T. & Coote, Leonard V. (2002) Attributes of service delivery modes and their impact on consumer satisfaction. In Australia and New Zealand Marketing Academy Conference, 3-5 December 2002, Melbourne.
Consumersatisfaction is fundamental to organisational success. It is well recognised that personal service is important in achieving consumer satisfaction. However, the application of self-service technology (SST) is widcning and is attennuating traditional exchanges between
consumers and service employees. The effect of this reduction of personal service on consumer satisfaction judgements is not well understood. This study addresses this gap by investigating the relative effects of SST and personal service attributes on overall consumer
satisfaction. Thc study highlights important service attributes applicable to SST and personal service. The conceptual framework is tested using data collected from 241 leisure and business travellers drawn from premium hotels in a regional area. Structural equation modelling techniques support the conceptual framework. As expected, the attributes of personal service and SST contribute to consumer satisfaction. However, thc impact of personal service attributes 011 consumer satisfaction is much stronger than the effects of SST attributes. Though SST is an important determinant of consumer satisfaction, interactions with staff are critical. These results have applications for the theory and practice of services
marketing, and high light avenues for further investigation.
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|Item Type:||Conference Paper|
|Keywords:||Consumer satisfaction, personal service, self-service technology|
|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 2002 Amanda T. Beatson and Leonard V. Coote|
|Deposited On:||29 Jul 2009 07:47|
|Last Modified:||05 Jan 2011 23:51|
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