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 self-service 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 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.
Original language | English |
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Pages (from-to) | 853-882 |
Number of pages | 30 |
Journal | Journal of Marketing Management |
Volume | 22 |
Issue number | 7-8 |
DOIs | |
Publication status | Published - 2006 |
Bibliographical note
This is an Author's Accepted Manuscript of an article published in [include the complete citation information for the final version of the article as published in the ournal of marketing management 2006. ©Westburn Publishers Ltd., available online at: http://www.tandfonline.com/10.1362/026725706778612121Keywords
- self-service technology
- personal service
- consumer satisfaction
- affective commitment
- temporal commitment
- instrumental commitment
- service encounter