Self-service technology and the moderating effects of consumer characteristics
Data(s) |
2010
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Resumo |
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. |
Formato |
application/pdf |
Identificador | |
Publicador |
Inderscience Enterprises Ltd |
Relação |
http://eprints.qut.edu.au/39048/1/c39048.pdf DOI:10.1504/IJSTM.2010.034333 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. |
Direitos |
Copyright 2010 Inderscience Enterprises Ltd |
Fonte |
QUT Business School; School of Advertising, Marketing & Public Relations |
Palavras-Chave | #150400 COMMERCIAL SERVICES #self-service technology; SST; affective commitment; overall satisfaction; transaction-specific satisfaction; moderators. |
Tipo |
Journal Article |