Matthew L. Meuter

TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.

TL;DR: In this paper, the authors explore key factors that influence the initial self-service technology trial decision, specifically focusing on actual behavior in situations in which the consumer has a choice among delivery modes, and show that the consumer readiness variables of role clarity, motivation, and ability are key mediators between established adoption constructs (innovation characteristics and individual differences) and the likelihood of trial.

TL;DR: In this paper, the authors examine the ability of technology to customize service offerings, recover from service failure, and spontaneously delight customers, and examine the infusion of technology as an enabler of both employees and customers in efforts to achieve these three goals.

TL;DR: In this article, a conceptual model of the adoption process for self-service technologies is developed and tested across three different technologies used in the banking industry: ATMs, bank by phone and online banking.

TL;DR: In this article, the authors present findings from qualitative interviews and survey research investigating self-service technologies from the customer's point of view, identifying factors that impact customer satisfaction and dissatisfaction with SSTs.