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Determining Consumer Satisfaction and Commitment Through Self-Service Technology and Personal Service Usage

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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.

Keywords: AFFECTIVE COMMITMENT; CONSUMER SATISFACTION; INSTRUMENTAL COMMITMENT; PERSONAL SERVICE; SELF-SERVICE TECHNOLOGY; SERVICE ENCOUNTER; TEMPORAL COMMITMENT

Document Type: Research Article

DOI: https://doi.org/10.1362/026725706778612121

Publication date: 2006-08-01

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