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2Determining consumer satisfaction and commitment through self-service technology and personal service usage Key Words: Self-service technology, personal service, consumer satisfaction, affective commitment, temporal commitment, instrumental commitment, service encounter Abstract This paper expands research into self-service technology in the service encounter.Self-service technology is where customers deliver service themselves using some form of a technological interface. There is still a great deal unknown about selfservice technology, in particular its impact on consumer satisfaction and consumer commitment. With that in mind, this empirical study explores the relative impact of self-service technology on consumer satisfaction and on a multidimensional measure of consumer commitment containing affective commitment, temporal commitment and instrumental commitment. The results reveal that in a hotel context personal service still remains very important for assessments of satisfaction, and affective and temporal commitment. What is particularly interesting is that self-service technology, while also impacting these constructs, also impacts instrumental commitment. This suggests that positive evaluations of self-service technology may tie consumers into relationships with hotels. A discussion and implications for managers are provided on these and other results, and the paper is concluded with further potential research.3