Self-service technology and the moderating effects of consumer characteristics

Beatson, Amanda T. (2010) Self-service technology and the moderating effects of consumer characteristics. International Journal of Services Technology and Management, 14(2/3), pp. 278-302.

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The incidence of self-service technology, where the consumer delivers the service themselves using technology, is increasing in the service encounter. One area that is under-explored is the potential impact of self-service technology on consumer satisfaction and affective commitment. Accordingly, this paper presents an empirical study that investigates the relative impact of self-service technology on consumer satisfaction (both overall and transaction-specific) and affective commitment, accounting for the moderating effects of consumer characteristics. The results highlight the importance of personal service for evaluations of satisfaction and commitment, and the importance of social competency as a moderator in this relationship. An understanding of these consumer perceptions will allow organisations to develop strategies to deliver the services expected by their consumers, improving consumer satisfaction and commitment.

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ID Code: 39048
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: self-service technology; SST; affective commitment; overall satisfaction; transaction-specific satisfaction; moderators.
DOI: 10.1504/IJSTM.2010.034333
ISSN: 1460-6720
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > COMMERCIAL SERVICES (150400)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2010 Inderscience Enterprises Ltd
Deposited On: 06 Dec 2010 21:18
Last Modified: 29 Feb 2012 14:18

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