Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
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Citations
Where To Go From Here? Thoughts on Future Directions for Research on Individual-Level Technology Adoption with a Focus on Decision Making ∗
Consequences of Forcing Consumers to Use Technology-Based Self-Service
The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction
Exploring the role of customer relationship management (CRM) systems in customer knowledge creation
What Is the True Value of a Lost Customer
References
Satisfaction: A Behavioral Perspective On The Consumer
Zero defections: quality comes to services.
Evaluating service encounters: The effects of physical surroundings and employee responses.
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
Related Papers (5)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
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Frequently Asked Questions (11)
Q2. What are the future works in "Self-service technologies: understanding customer satisfaction with technology-based service encounters" ?
Although the Web-based sample was appropriate for this study and provides substantial benefits, the sample presents limitations that should be addressed in further research. There are several important avenues for further research in this area. This is another avenue for further research. Whereas their study was designed to examine the range of SSTs to assess underlying similarities, further research could be designed specifically to allow comparison of the cells within the matrix.
Q3. What is the importance of regular maintenance for SSTs?
Just as continual training and investment in frontline employees helps improve service delivery, SSTs must receive ongoing maintenance to ensure continued effectiveness.
Q4. What are the main ways to limit the impact of customer-driven failures?
Continually acquiring customer feedback and providing extensive SST training are two ways to limit the impact of customer-driven failures.
Q5. What are some examples of customer service that are now provided through SSTs?
Questions regarding accounts, bill paying, frequently asked questions, and delivery tracking are just a few examples of customer service that are now provided through SSTs.
Q6. What are the main factors affecting the evaluation of service encounters?
They find that the factors affecting the evaluation of the service encounter can be classified into three main categories: (1) employee response to service delivery failure, (2) employee response to customer needs and requests, and (3) unprompted and unsolicited actions by employees.
Q7. What percentage of the respondents describing customer-driven failures complained?
Only 30% of the respondents describing technology design incidents complained, whereas 25% of the respondents describing customer-driven failures complained.
Q8. What are the main sources of dissatisfaction with interpersonal service encounters?
The three main sources of dis/satisfaction with interpersonal service encounters mentioned previously are (1) response to service delivery failure, (2) response to customer needs, and (3) unprompted or unsolicited actions (Bitner, Booms, and Tetreault 1990).
Q9. What is the main reason for the increase in competition among firms with similar SSTs?
This may lead to more competition among firms with similar SSTs and provide a greater incentive for firms to improve technology interfaces and SST capabilities and expand SST service offerings for customers.
Q10. What is the main reason why consumers are still fascinated with the capability of various SSTs?
Many consumers are still fascinated with the capability of various SSTs and seem pleasantly surprised when the SSTs perform successfully, because many SSTs are still in their infancy.
Q11. What is the fastest growing segment of technologically related transactions?
Although in this research the focus was end62 / Journal of Marketing, July 2000users of SSTs, the fastest growing segment of technologically related transactions is in the business-to-business realm (Hof 1999).