Self-service technology and the service encounter

Amanda Beatson*, Nick J. Lee, Leonard V. Coote

*Corresponding author for this work

Research output: Contribution to journalArticle

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.

Original languageEnglish
Pages (from-to)75-89
Number of pages15
JournalService Industries Journal
Volume27
Issue number1
DOIs
Publication statusPublished - Jan 2007

Fingerprint

Self-service technology
Service encounter
Testing
Consumer satisfaction
Service organization
Research directions
In-depth interviews

Keywords

  • self-service technology
  • service encounter
  • reduction in personal contact
  • consumer satisfaction
  • consumer commitment

Cite this

Beatson, Amanda ; Lee, Nick J. ; Coote, Leonard V. / Self-service technology and the service encounter. In: Service Industries Journal. 2007 ; Vol. 27, No. 1. pp. 75-89.
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Self-service technology and the service encounter. / Beatson, Amanda; Lee, Nick J.; Coote, Leonard V.

In: Service Industries Journal, Vol. 27, No. 1, 01.2007, p. 75-89.

Research output: Contribution to journalArticle

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