Self-Service Technology and the Service Encounter

Beatson, Amanda; Lee, Nick; Coote, Leonard V.

doi:10.1080/02642060601038700

Cited by 108 publications

(74 citation statements)

References 55 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…As SSTs increasingly replace service employees, customers are increasingly performing the service task or producing the service by themselves (Hilton and Hughes 2013). Though this participation is critical for providers, the loss of the social bond element and of the interpersonal aspect of service encounters may have an impact on consumer satisfaction and retention (Beatson et al 2007). Some consumers view the service encounter as a social experience, value interpersonal interactions, and prefer to deal with people (Curran and Meuter 2005).…”

Section: Enjoymentmentioning

confidence: 99%

“…Increasingly, supermarkets are viewing self-checkout as an alternative to hiring and training staff, and thus as a source of potential savings (Walker et al 2002;Dabholkar et al 2003;Orel and Kara 2014), increased productivity (Curran et al 2003;Weijters et al 2007;Wang 2012), and a way to reach new customer segments (Bitner et al 2002;Elliott et al 2012). The use of SST also limits problems usually associated with heterogeneity and perishability by providing a more consistent service atmosphere, since the human element of service delivery is eliminated or minimized (Hsieh et al 2004;Beatson et al 2007;Elliott et al 2013). Furthermore, it allows service providers to reclaim valuable floor space for additional sales (Collier and Kimes 2013) and to redeploy their employees to areas where special customer service is needed (Lee and Allaway 2002;.…”

Section: Self-service Technologies and Self-checkoutmentioning

confidence: 99%

“…Customers who commonly strive to make the most efficient use of their time may prefer not to interact with employees in a full service encounter (Rodie and Kleine 2000;Durkin, 2004). The speed of service delivery provided by this technology results in time savings (Ding et al 2007) and reduced waiting time for consumers (Walker et al 2002;Beatson et al 2007). SST studies mention speed of transaction as one of the most influential factors leading to customer satisfaction (e.g., Meuter et al 2000;Howard and Worboys 2003;Collier and Kimes 2013).…”

Section: Speed Of Service Deliverymentioning

confidence: 99%

“…Therefore, there is a notable need for both researchers and practitioners to examine customer expectations of SST service quality in the emerging customer-technology interaction-based service settings (Lin and Hsieh 2011). Also, while most studies focus mainly on reasons for adoption and intention to use SSTs, there is little research on post-usage behavior, namely SST impact on customer satisfaction and retention (Beatson et al 2007; Lee et al 2009;Wang 2012;Orel and Kara 2014).…”

Section: Introductionmentioning

confidence: 99%

“…However, since SST is a relatively recent service delivery method, a number of research gaps still exist (Beatson et al 2007). In particular, reasons for its success from the customer's perspective are not yet clear (Marzocchi and Zammit 2006) and consumers' perceptions of service quality for SST have been overlooked .…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

View full text Add to dashboard Cite

Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our study investigates consumers' assessments of self-checkout in a retail outlet, and its influence on post-usage intentions. The study presents a causal model in order to determine (i) whether consumers evaluate service quality for self-checkout based on five different attributes: speed, ease-of-use, control, reliability, and enjoyment; (ii) whether the evaluation of service quality differs according to demographics and usage frequency; and finally (iii) if service quality delivered by self-checkout relates to overall customer satisfaction and retail patronage. We conclude that successful use of self-checkout may ''tie'' consumers to a provider, representing a feature that differentiates a retailer from competitors.

show abstract

Section: Enjoymentmentioning

confidence: 99%

Section: Self-service Technologies and Self-checkoutmentioning

confidence: 99%

Section: Speed Of Service Deliverymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

View full text Add to dashboard Cite

show abstract

Asymmetric Effects of Regulatory Focus on Expected Desirability and Feasibility of Embracing Self‐Service Technologies

Jia

Wang

Lin

et al. 2012

Psychology and Marketing

View full text Add to dashboard Cite

This research draws on regulatory focus theory to examine the asymmetric effects of regulatory focus (promotion focus versus prevention focus) on expected desirability and feasibility of using self‐service technologies (SSTs) in a retail setting. To study consumers’ SST trial intention from the perspective of regulatory focus theory, this research first integrates the attributes of SSTs explored in prior studies into a desirability–feasibility framework. The proposed asymmetric effects of regulatory focus (promotion focus versus prevention focus) lie in both scope (on desirability, feasibility, versus both desirability and feasibility) and valence (positive versus negative): The promotion focus facilitates consumers to recognize both desirability (consumption value) and feasibility of using SSTs, whereas the prevention focus inhibits consumers from understanding the feasibility‐related attributes of SSTs. In addition, it is proposed that the promotion focus contributes to the easement of consumers’ technology anxiety, whereas the prevention focus has a reverse effect. Furthermore, expected desirability (consumption value) and feasibility both positively influence consumers’ intention to adopt SSTs, whereas technology anxiety negatively affects consumers’ trial intention. Structural equation modeling is used to test the overall model, and the results support the hypotheses in general.

show abstract

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Borghi,

Mariani,

Vega

et al. 2023

Psychology and Marketing

View full text Add to dashboard Cite

Recent research has established a positive relationship between the use of service robots powered by artificial intelligence in hospitality firms and customer satisfaction online ratings, a particularly important form of electronic word of mouth. However, it is not clear if and how this relationship is augmented or diminished by moderating factors. In this study, we examined four potential moderators by using machine learning and natural language processing techniques to analyze 20,166 online reviews of hotels that had implemented service robots. We had four key findings. First, a positive service robot‐satisfaction rating relationship was further enhanced by improved customer‐service robot rapport during the service encounter. Second, higher customer effort focused on service robots in a review reduced the service robot‐satisfaction rating relationship. Third, posting reviews using a mobile device (vs. other devices) showed higher satisfaction ratings. Finally, customers' prior experience in writing online reviews was unrelated to the service robot‐satisfaction rating relationship. Taken together, these results suggest that service robots should be designed to be interactive and encourage customers to build rapport, for example, by service robots engaging in conversational flows. Moreover, customers should be nudged to use their mobile devices to post timely reviews on their positive human–robot interactions.

show abstract

Self-Service Technology and the Service Encounter

Cited by 108 publications

References 55 publications

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Asymmetric Effects of Regulatory Focus on Expected Desirability and Feasibility of Embracing Self‐Service Technologies

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Contact Info

Product

Resources

About