Technology-Based Remote Service Encounters: Understanding Customer Satisfaction and Sustainability

Abstract

This is an exploratory study that has tried to identify the sources of satisfaction and dissatisfaction in technology-based service encounters. The study developed a classification of incidents into meaningful categories on the basis of these sources using the critical incident technique. The study then analyzed the differences, if any, with those of people-based interpersonal service encounters. It further examined the customer evaluations and intended behaviors related to the different categories developed previously. The study tried to explore the relationships between types of encounters and measures of attribution, complaining, and intended responses of repeat purchase and word-of-mouth communication. The study also tried to get an idea of the sustainability of these technology-based services.

The effect of coronavirus disease-19 (COVID-19) risk perception on behavioural intention towards ‘untact’ tourism in South Korea during the first wave of the pandemic (March 2020)

“…resources; thus, the role of service encounters has been considered quintessential, and these interactions have been emphasized as moments of truth (Sur, 2008). The memorable experiences from interactions with service employees were shown to be one of the major drivers of customer satisfaction and loyalty (Bitner, 1990).…”

Study on the Consumers’ Satisfaction Extension for Self-service Technology and the Role of Demographic Characteristics in Hong Kong Fast-food Restaurants During the COVID-19 Epidemic

“…Its application in the food service industry has become an inevitable phenomenon and is widely accepted by people worldwide, and this trend is increasing. (Alexander, 1999) − Technical systems are difficult to recover from failure (Liu & Lee, 2021) − Reduced headcount and overall service delivery time (Chen, 2011) − The operating system is complex and difficult to use (Liu & Lee, 2021) − Key Factors in Cost Savings (Sur, 2008) − Cause unemployment and create social risks (Frey & Osborne, 2017) − Technology brings about positive changes in improving quality of life, health and well-being (Choi et al, 2020) − Humans will be too dependent on technology (Frey & Osborne, 2017) − Reduce costs and help companies provide better services, gain efficiencies for companies (Samengon et al, 2020) − Lack of human interaction (Taufik & Hanafiah, 2019) B. Definition of Self-service Technology Self-service technology is an innovative technology that allows consumers to create service outcomes electronically without contact with staff (Samengon et al, 2020), and customers can obtain service benefits through those interfaces without the involvement of company staff.…”

Customers? Satisfaction towards Institutional Foodservices: An Insight into Universities in the Klang Valley, Malaysia

“…'Value for money' is also identified as one of the important expectations of customers, where it has a significant effect on overall customer satisfaction (Kim, Ng & Kim, 2009). 'Technology' has been offered as an avail service to customers, irrespective of the customer and the service provider being coterminous, according to Sur (2008). As an example, the usage of computer chips in refrigerators, and the timers that keeps track in a busy kitchen.…”