Conceptualizing the ιnfluence of the self-service technology context on consumer voice

The self-service technology (SST) context is characterized by consumer participation in service production and delivery, independent of service personnel; a lack of interpersonal interaction between consumers and service personnel; and consumers being required tointerface and interact with technology. With these features of the SST context in mind, in situations where SSTs fail to perform as promised, some challenges arise: consumers who are dissatisfied do not have the security or reassurance of service personnel to assist them; service personnel do not have the opportunity to prompt consumers to voice their dissatisfaction; and consumers need to initiate their own complaint response. If consumers fail to report their dissatisfaction directly to the organization, organizations will not know that a problem exists and may experience negative consequences such as consumer switching behavior. As reports of consumer dissatisfaction with SSTs become increasingly common, it is important, therefore, to investigate how organizations with SST-based offerings can encourage consumers to voice their dissatisfaction directly to the organization. Although the antecedents of consumer voice are well documented in the interpersonal services context, in the context of SSTs they have been subject to very little conceptual or empirical scrutiny. This paper argues that voice needs to be revisited with respect to SSTs due to their unique characteristics compared to interpersonal services, and presents a conceptual model of the antecedents of consumers' voice behavior in the context of SSTs.

The dimensions of self-service technologies and the relation to 'self'

This paper assesses the “behavioural” notion of “self” across the various dimensions of self-service technologies (SSTs). In the context of SSTs, it is acknowledged that the customer role is extended to include that of “service employee”. Therefore, the authors propose the need to explore this new role, from the customer’s perspective, across a diverse range of SSTs. This proposition is supported in that prior research has looked generally across a broad range of SSTs, as opposed to drawing comparisons across the different types of SSTs. In bringing together two classification schemes of SSTs, which does not appear to have been done previously, the authors draw on past research and industry examples to explore the customer experience across different categories of SSTs. It is proposed that the dimensions of SSTs, including level of customer participation as influenced by the purpose of the SST, location of the SST, and type of technology employed, will uniquely influence the notion of “self”, and thus the customer’s SST experience. These propositions have implications for both future research and practice. Future research is needed to study empirically the characteristics of specific SSTs, and compare the many different types of SSTs, and how their unique characteristics influence the customer’s production/consumption experience. When marketers gain a better understanding of the dimensions of individual SSTs, and their influence on the customer, more effective management and use of SSTs will result.

The need to vent and dissatisfactory self-service technology encounters

Reports of customer dissatisfaction with self-service technologies (SSTs) are becoming increasingly common. The SST context is characterised by customer participation in service production and delivery, independently of service personnel. With no opportunity for humanto- human interaction, feelings of customer irritation and frustration can have a tendency to build-up in dissatisfactory SST encounters. If SSTs do not perform as promised, customers can become angry and frustrated, and do not have the security or reassurance of human service personnel. With this in mind, it is argued that customers’ “need to vent” will be an important predictor of customers’ complaint behaviours (CCBs), i.e., voice, negative word of mouth, negative “word of mouse”, third party action, false loyalty and exit, in dissatisfactory SST encounters. The “need to vent” is defined as the need, when one has a problem, to seek relief by expressing one’s problem / “getting it off one’s chest”. This construct has been subject to little conceptual or empirical scrutiny, and to the researchers’ knowledge, has not been previously operationalised or measured. This paper begins to address this gap by presenting a conceptual model and hypotheses depicting the relationships between the need to vent and CCBs in the context of SSTs.

The measurement of attribution of blame in the self-service technology context

It is argued that attribution of blame (AoB) will differ in the Self-Service Technology (SST) context versus the interpersonal services context, due to the inherent elements of the SST environment, thereby making it a construct worthy of further research in the SST setting. This paper presents a first step in this pursuit by validating a multiple-item instrument of AoB in the SST context, which, to the researchers’ knowledge, has not been done previously. The paper comments on the surprising lack of valid, unidimensional instruments to measure each of the dimensions of AoB (locus, controllability and stability), even in the interpersonal services context. Preliminary results of a pre-test and pilot study support a three-dimensional measurement model of attribution of blame, in the SST setting.

Consumer complaint channel choice in self-service technology encounters

Consumers’ choice of channel to communicate complaints, following the decision to voice to the organisation, has received very little research attention. This study contributes to filling this gap by exploring the drivers of consumers’ choice of complaint channel in the self-service technology (SST) context. Surprisingly, in this context, consumers have often chosen interpersonal complaint channels over electronic channels, resulting in some of the value of using SSTs being lost for consumers and organisations alike. Preliminary findings indicate that the perceived ease of use, the likelihood of organisational response, the desire for social interaction and the source of the SST-related complaint, might provide some clues as to the organisational strategies that can be used to encourage greater utilisation of technology-based complaint channels.

Self-service technologies and voice intentions : an empirical investigation

Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consumers’ voice has been studied in the interpersonal services context, in the context of SSTs it has been subject to very little conceptual or empirical scrutiny. To fill this void, this study tests empirically a model of the antecedents of consumers’ voice intentions in the context of unsatisfactory SST encounters. The findings suggest the need to integrate both “new” and “conventional” complaint behaviour management in the SST setting.

Habitat selection by female Australian fur seals (Arctocephalus pusillus doriferus)

1. Numerous studies have determined the foraging areas of marine apex predators and investigated their relationship to oceanographic features. Most of these, however, have concentrated on surface-feeding seabirds or epipelagic-foraging marine mammals and there is little information on habitat selection in benthic divers.

2. Satellite telemetry was used during the winters of 2001-2003 to determine the foraging areas of 48 female Australian fur seals (Arctocephalus pusillus doriferus) from four breeding sites in northern Bass Strait whose colonies together represent > 80% of the total species population.

3. All individuals foraged over the shallow continental shelf of Bass Strait supporting earlier studies that suggested the species is an exclusively benthic forager. Individual females showed a high degree of foraging site-fidelity and several foraging 'hot spot' areas could be identified.

4. Analysis of habitat use indicated that individuals selected areas with depths of 60-80 m significantly more (λ = 0.216, P<0.001) than any other bathymetric class. There was also evidence for foraging areas being influenced by SST, with individuals selecting regions of 16.0-16.8 C SST (λ = 0.008, P<0.01), but not surface chlorophyll-a concentration (P> 0.05).

5. Temporal analysis of at-sea movements indicated, due to their primarily benthic foraging mode, the areas frequented by female Australian fur seals did not overlap substantially with areas targeted by commercial fisheries. An exception to this was in far eastern Bass Strait where the Otter Trawl component of the Commonwealth Trawl Sector is highly active over the continental shelf and encompasses the areas frequented by females from The Skerries colony.

Foraging behaviour and habitat selection of the little penguin Eudyptula minor during early chick rearing in Bass Strait, Australia

Knowledge of the foraging areas of top marine predators and the factors influencing them is central to understanding how their populations respond to environmental variability. While there is a large body of literature documenting the association of air-breathing marine vertebrates with areas of high marine productivity, there is relatively little information for species restricted to near-shore or continental-shelf areas. Differences in foraging range and diving behaviour of the little penguin Eudyptula minor were examined from 3 breeding colonies (Rabbit Island, Kanowna Island and Phillip Island) in central northern Bass Strait, southeast Australia, during the chick-guard stage using electronic tags (platform terminal transmitters, PTTs, and time-depth recorders, TDRs). Although there were large overall differences between individuals, the mean maximum foraging range (16.9 to 19.8 km) and mean total distance travelled (41.8 to 48.0 km) were similar between the 3 colonies, despite different bathymetric environments. Individuals from all 3 colonies selected foraging habitats within a narrow sea surface temperature (SST) range (16.0 to 16.4°C). While there were significant differences in mean dive depths (5.4 to 10.9 m) and mean durations (13.2 to 28.6 s) between the different colonies, the mean diving effort (vertical distance travelled: 936.3 to 964.3 m h–1) was similar. These findings suggest little penguins from the 3 colonies employ relatively similar foraging efforts yet are plastic in their foraging behaviours.

Conceptualising the effect of self-service technologies on established brands

Self-service technologies (SSTs), such as machine assisted and electronic services are prevalent. Many established brands in industries such as banking, retailing, and hospitality have adopted SSTs to complement or replace existing channels of service delivery, e.g., face-to-face service. However, the influence of SSTs on established brands has not been examined previously. In the light of this, a conceptual model is proposed that incorporates SST-related variables and their influence on brand satisfaction, brand associations, brand attitudes, and brand loyalty, along with customers' future likelihood to reuse the SST. Arguably, these outcomes affect brand equity and the long-term survival of SSTs.

Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents

Self-service technologies (SSTs) are commonplace for consumers' use, which is reflected in the growing body of literature that pertains to SSTs. The bulk of this literature has focussed on the adoption of SSTs, while relatively little attention has been given to consumers' consumption and evaluation of SSTs. Arguably, this is an area worthy of exploration in the light of frequent reports of consumers' dissatisfaction with SSTs. Therefore, this paper examines the antecedents of consumers' overall dissatisfaction with an SST encounter, and finds that consumers' dissatisfaction with the attributes of the SST and consumers' perceptions of causal controllability explain 50 per cent of the variance in consumers' overall dissatisfaction with the SST Insights into removing the causes of SST dissatisfaction are offered to managers, which are, arguably, important for consumer retention.

Exploring self-service technology powerlessness

Self-service technologies empower consumers to do things for themselves that they could not do before. In the case of consumers’ unsatisfactory encounters with self-service technologies, however, consumers feel powerless. Self-service technology powerlessness is defined as consumers’ feelings of SST dominance. To the authors’ knowledge, this construct has not been investigated previously in the service domain. This paper examines self-service technology powerlessness, and proposes and tests a model of its antecedents and consequences in unsatisfactory encounters with self-service technologies. Consumers’ dissatisfaction with the attributes of self-service technologies was found to be related to consumers’ perceptions of powerlessness. Exit and negative word were found to be outcomes of it.

Identification of secreted proteins associated with obesity and type 2 diabetes in Psammomys obesus

Objective: Skeletal muscle produces a variety of secreted proteins that have important roles in intercellular communication and affects processes such as glucose homoeostasis. The objective of this study was to develop a novel Signal Sequence Trap (SST) in conjunction with cDNA microarray technology to identify proteins secreted from skeletal muscle of Psammomys obesus that were associated with obesity and type 2 diabetes (T2D).

Design: Secreted proteins that were differentially expressed between lean, normal glucose tolerant (NGT), overweight and impaired glucose tolerant (IGT) and obese, T2D P. obesus were isolated using SST in conjunction with cDNA microarray technology. Subsequent gene expression was measured in tissues from P. obesus by real-time PCR (RT-PCR).

Results: The SST yielded 1600 positive clones, which were screened for differential expression. A total of 91 (B6%) clones were identified by microarray to be differentially expressed between NGT, IGT and T2D P. obesus. These clones were sequenced to identify 51 genes, of which only 27 were previously known to encode secreted proteins. Three candidate genes not previously associated with obesity or type 2 diabetes, sushi domain containing 2, collagen and calcium-binding EGF domains 1 and periostin (Postn), as well as one gene known to be associated, complement component 1, were shown by RT-PCR to be differentially expressed in  skeletal muscle of P. obesus. Further characterization of the secreted protein Postn revealed it to be predominantly expressed in adipose tissue, with higher expression in visceral compared with subcutaneous adipose depots.

Conclusion: SST in conjunction with cDNA microarray technology is a powerful tool to identify differentially expressed secreted proteins involved in complex diseases such as obesity and type 2 diabetes. Furthermore, a number of candidate genes were identified, in particular, Postn, which may have a role in the development of obesity and type 2 diabetes.

What's wrong with me? Concerns about online medical self-diagnosis

Self-service technologies (SSTs) are becoming increasingly commonplace in healthcare. However, research on the customer (patient) experience in this context is rare. This paper focuses on online medical self-diagnosis, a type of e-health service. This SST can provide customers with benefits such as greater convenience and control, yet we argue that this form of do-it-yourself doctoring also raises concerns for customers. This paper contributes to the service domain by presenting research propositions on the potential negative implications for customers, and their antecedents, of online medical self-diagnosis. We propose that this form of self-diagnosis is related to harms, such as customer anxiety, customer willingness to bypass healthcare professionals, and self-medication. Future research opportunities are discussed, along with implications for policy and practice.

The development of young adolescent boys' weight and shape concerns

This thesis' longitudinal study found that young adolescent boys' reported significant concerns with their weight and shape, particularly with respect to having a more muscular but lean physique. The strongest predictors of high body dissatisfaction, among boys, were poor perceptions of their sporting ability and low self-esteem. The portfolio examines the use of Single Session Therapy (SST) suggesting that SST can effectively reduce waiting lists and provide a single and complete intervention that is effective in approximately 50% of cases.

Interannual variation in pup production and the timing of breeding in benthic foraging Australian fur seals

¯Large interannual variations in reproductive success caused by fluctuations in oceanography and prey availability are common to many species of air breathing epipelagic predators. In contrast, little is known about variation in benthic foragers such as Australian fur seals (Arctocephalus pusillus doriferus). Between 1997 and 2007, pup production was assessed in 9 yr, while the timing of breeding and adult female condition was assessed in 5 yr at Kanowna Island in Bass Strait, southeastern Australia. Pup production was variable ( ¯x = 1,726 ± 42, range = 1,386–2,301), but without temporal trend, as was median birth date ( ¯x = 23 November±1, range = 21–25 November) and pupping synchrony (period of 90% births: ¯x = 28 ± 2 d, range = 23–31 d). Pup production was negatively correlated with median birth date and positively correlatedwith female condition,winter sea-surface temperature (SST) and zonal wind strength within Bass Strait. Pup production was also negatively correlated with SST in the previous summer within Bass Strait and in the eastern Great Australian Bight upwelling region. The results suggest that the reproductive success of Australian fur seals is influenced by oceanography but less so than in otariids foraging epipelagically in major upwellings. Despite spanning several El Niño events, no correlation between pup production and the Southern Oscillation Index was observed.