Self-service technology and the service encounter

Beatson, A., Lee, N. and Coote, L. V. (2007) Self-service technology and the service encounter. Service Industries Journal, 27 1: 75-89. doi:10.1080/02642060601038700

Author Beatson, A.
Lee, N.
Coote, L. V.
Title Self-service technology and the service encounter
Journal name Service Industries Journal   Check publisher's open access policy
ISSN 0264-2069
Publication date 2007-01-01
Year available 2007
Sub-type Article (original research)
DOI 10.1080/02642060601038700
Volume 27
Issue 1
Start page 75
End page 89
Total pages 15
Editor Howcroft, B.
Akehurst, G.
Alexander, N.
Goldsmith, R.
Place of publication Routledge
Publisher UK
Language eng
Subject C1
350204 Marketing and Market Research
720401 Marketing
350600 Services
Abstract Self-service technology is affecting the service encounter. The potential reduction in personal contact through self-service technology may affect assessments of consumer satisfaction and commitment, making it necessary to investigate self-service technology usage, particularly the long-term impact on consumers' relationships with service organisations. Thus, this paper presents a framework for investigating the impact of self-service technology on consumer satisfaction and on a multi-dimensional measure of consumer commitment. Illustrative quotes from exploratory in-depth interviews support the framework and lead to a set of propositions. Future research directions for testing the framework are also discussed, and potential implications of this research are outlined.
Keyword Management
Customer Satisfaction
Consumer Satisfaction
Q-Index Code C1
Q-Index Status Confirmed Code

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
2008 Higher Education Research Data Collection
UQ Business School Publications
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Citation counts: TR Web of Science Citation Count  Cited 33 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 51 times in Scopus Article | Citations
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Created: Thu, 28 Feb 2008, 04:04:04 EST by Karen Morgan on behalf of UQ Business School