Self-service technology and the service encounter

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

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


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
Issue number1
Publication statusPublished - Jan 2007


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


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