Self‐service with a smile?

Devashish Pujari

84 citations0/0 files storedInternational Journal of Service Industry Management

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour AI in Service Interactions

Abstract

This paper investigates self‐service technology (SST) encounters among Canadian B2B (business‐to‐business) customers. It provides an understanding of key determinants of satisfaction and dissatisfaction. This research also explores issues relating to service recovery in case of SST failure and effects of favorable/ unfavorable SST encounters on business relationships. The study finds that B2B customers experience satisfaction from different sources as compared to B2C customers. These sources include speed, process efficiency and cost savings. Service recovery has been found to be a critical problem with regards to SST.

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References

1994The Commitment-Trust Theory of Relationship Marketing 1987Developing Buyer-Seller Relationships 1954The critical incident technique.1994Determinants of Long-Term Orientation in Buyer-Seller Relationships 2007Critical Incident Technique 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1994Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques

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2009Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context 2008The impact of internet banking on business‐customer relationships (are you being self‐served?)2006A service perspective on modelling intentions of on‐line purchasing 2015The three-stage model of service consumption 2011Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors

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