Self-Service Technology and the Service Encounter |
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| Authors: | Dr Amanda Beatson Dr Nick Lee Dr Leonard V Coote |
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| Institution: | 1. Queensland University of Technology , 4001, Australia E-mail: a.beatson@qut.edu.au;2. Aston Business School, Aston University , B4 7ET, UK E-mail: n.j.lee@aston.ac.uk;3. School of Business, University of Queensland , 4072, Australia E-mail: l.coote@business.uq.edu.au |
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| 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. |
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