The power of self-service technologies in creating transcendent service experiences

Wei Wei · Edwin N. Torres · Nan Hua

70 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

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

Abstract

Purpose The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience. Design/methodology/approach Questionnaires were administered to 220 hotel and restaurant customers. The researchers tested the hypotheses by using descriptive analysis, confirmatory factor analysis and path analysis. Findings Both extrinsic and intrinsic attributes of SSTs influence consumers’ satisfaction with SST usage significantly, while the extrinsic attributes play a stronger role. It is worth noting that while the intrinsic attributes have a significant impact on consumers’ transcendent service experience, the extrinsic attributes negatively influence such experience. Practical implications The findings help managers create effective strategies to better match consumers’ needs and to deliver more customized self-service experience. The role of SSTs can be expanded beyond functional attributes to satisfy consumers’ curiosity, foster customer–customer interactions and personalize consumer experience. Originality/value Although most SSTs research focus on technology adoption intention, features, functionality and benefits to the service provider, this research is among the first attempts to examine the role of SSTs in creating better consumer experience. The bidimensional conceptualization of SSTs experience developed in this research suggests that SSTs in the hotel and restaurant sector should be utilized for reasons beyond their utilitarian attributes: SSTs should be designed to help create a transcendent service experience.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 70 citations exist upstream.

References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 2005Self‐determination theory and work motivation 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions 2011Principles and practice of structural equation modeling, 3rd ed.1991Why we buy what we buy: A theory of consumption values 2000Technology Readiness Index (Tri)2009Customer Experience Creation: Determinants, Dynamics and Management Strategies 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Cited by

2020Does the collectivism/individualism cultural orientation determine the effect of customer inspiration on customer citizenship behaviors?2021Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry 2023Self-Service Technologies (SST) in the U.S. Restaurant industry: An evaluation of consumer perceived value, satisfaction, and continuance intentions 2021New technology and tourism industry innovation: evidence from audio-visual patented technologies

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.