自助服务技术-客户服务满意度-英文_Self_Service.

Article #24 Presented by Marcela Diaz-Espinoza
“Today’s fast-paced world is becoming increasingly characterized by technology facilitated transactions.”


Examining post encounter behaviors such as:
*Complaining *Word of Mouth *Future intended behaviors
Previous Research
*Conducted by Bitner, Booms and Tetreault and used CIT to examine the sources of dis/satisfactory evaluations in interpersonal encounters (1990) *Classified them into three categories:
Note: the set factors that leads to satisfying factors also leads to dissatisfying ones.
Current Study/Method
Some of the questions driving this study:
Facts
Did you know that almost half of the retail banking transactions are now conducted without the use of a teller? Did you know that even though we are pretty used to many of these SST there are many more that are being introduced as we sit in class? Electronic self-ordering is rapidly approaching us
“Self Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters”
Written by Matthew Meuter, Amy Ostrom, Robert Roundtree & Mary Jo Bitner
These were combined with a “Critical Incident Technique” (CIT) with quantitative measures of the mentioned above for the customers point of view
Current Study/Method
1.What
are the sources of customer satisfaction and dissatisfaction in encounter involving SSTs? 2.Are there sources of customer satisfaction and dissatisfaction with SST encounters similar to or different from the sources of customer satisfaction and dissatisfaction with interpersonal encounters? 3.How are the satisfaction and dissatisfaction encounters with SSTs related to attributions, complaining, word of mouth, and repurchase intentions?

Can you think of any examples?
Object百度文库ve
To explore customers experiences across a broad range of SSTs available in the marketplace. Understand how customers feel about them (SSTs) By focusing on memorable incidents about a recent SST interaction (good or bad)
1) employee response to service delivery failure 2) employee response to customer need and requests 3) unprompted and unsolicited actions by employees
Previous Research
*Grove and Fisk conducted their studies in theme parks.
*They found that service experiences were affected by others’ customers’ adherence to implicit or explicit rules of conduct and by perceived sociability of other customers
Self-Service Technologies (SST) are technological interfaces that enable customers to produce a service independent of direct service employee involvement.