Open Access

Customer satisfaction under heterogeneous services of different self-service technologies


Cite

Åkesson, M., & Edvardsson, B. (2018). Customer roles from a self-service system perspective. International Journal of Quality and Service Sciences, 10(2), 196–210. doi:10.1108/ijqss-10-2017-008910.1108/IJQSS-10-2017-0089Open DOISearch in Google Scholar

Åkesson, M., Edvardsson, B., & Tronvoll, B. (2014). Customer experience from a self-service system perspective. Journal of Service Management, 25(5), 677–698. doi:10.1108/josm-01-2013-001610.1108/JOSM-01-2013-0016Open DOISearch in Google Scholar

Bateson, J. E. G. (1985), “Self-service consumer: an exploratory study”, Journal of Retailing, 61(3), 49-76.Search in Google Scholar

Beatson, A., Lee, N. and Coote, L.V. (2007), “Self-service technology and the service encounter”, The Service Industries Journal, 27(1), 75-89.10.1080/02642060601038700Open DOISearch in Google Scholar

Bendapudi, N. and Leone, R. P. (2003), “Psychological implications of customer participation in co-production”, Journal of Marketing, 67(1), 14-28.10.1509/jmkg.67.1.14.18592Search in Google Scholar

Bettencourt, L. A. (1997), “Customer voluntary performance: customers as partners in service delivery”, Journal of Retailing, 73(3), 383-407.10.1016/S0022-4359(97)90024-5Search in Google Scholar

Bobbitt, L. and Dabholkar, P. (2001), “Integrating attitudinal theories to understand and predict use totechnology-based self-service. The internet as an illustration”, International Journal of Service Industry Management, 12 (5), 423-50.10.1108/EUM0000000006092Open DOISearch in Google Scholar

Bitner, M., Ostrom, A. and Meuter, M. (2002), “Implementing successful self-service technologies”, Academy of Management Executive, 16(4), 201-230.Search in Google Scholar

Chen, S. C., Chen, H. H. and Chen, M. F. (2009), “Determinants of satisfaction and continuance intention towards self-service technologies”, Industrial Management and Data Systems, 109 (9), 1248-1263.10.1108/02635570911002306Search in Google Scholar

Chen, P. T., & Hu, H. H. S. (2013). The mediating role of relational benefit between service quality and customer loyalty in airline industry. Total Quality Management & Business Excellence, 24(9-10), 1084-1095.10.1080/14783363.2012.661130Open DOISearch in Google Scholar

Coelho, P. S., & Esteves, S. P. (2007). The choice between a five-point and a ten-point scale in the framework of customer satisfaction measurement. International Journal of Market Research, 49(3), 313-339.10.1177/147078530704900305Search in Google Scholar

Cook, D., Goh, C. and Chung, C. (1999), “Service typologies: a state of the art survey”, Production and Operations Management, 8(3), 318-38.10.1111/j.1937-5956.1999.tb00311.xOpen DOISearch in Google Scholar

Collier, J.E. and Kimes, S. E. (2012), “Only if it is convenient: understanding how convenience influences self-service technology evaluation”, Journal of Service Research, 16(1), 39-51.10.1177/1094670512458454Open DOISearch in Google Scholar

Croasmun, J. T., & Ostrom, L. (2011). Using Likert-type scales in the social sciences. Journal of Adult Education, 40(1), 19.Search in Google Scholar

Curran, J. M. and Meuter, M. L. (2005), “Self-service technology adoption: comparing three technologies”, Journal of Services Marketing, 19(2), 103-113.10.1108/08876040510591411Open DOISearch in Google Scholar

Dabholkar, P. A. (1990), “How to improve perceived service quality by increasing customer participation”, in Dunlap, B. J. (Ed.), Developments in Marketing Science, 13, Academy of Marketing Science, Cullowhee, 483-487.Search in Google Scholar

Dabholkar, P. A. (1996), “Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality”, International Journal of Research in Marketing, 13(1), 29-51.10.1016/0167-8116(95)00027-5Open DOISearch in Google Scholar

Dabholkar, P. A., Bobbit, L. M. and Lee, E. J. (2003), “Understanding consumer motivation and behavior related to self-scanning in retailing: implications for strategy and research on technology-based self-service”, International Journal of Service Industry Management, 14 (1), 59-95.10.1108/09564230310465994Open DOISearch in Google Scholar

Davis, F.D. (1989), “Perceived usefulness, perceived ease of use, and user acceptance of information technology”, MIS Quarterly, 13 (3), 319-340.10.2307/249008Open DOISearch in Google Scholar

Dean, D. (2008), “What’s wrong with IVR self-service”, Managing Service Quality, 18(6), 594-609.10.1108/09604520810920086Search in Google Scholar

Demoulin, N. T. M., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540–559. doi:10.1108/ijrdm-08-2015-012210.1108/IJRDM-08-2015-0122Open DOISearch in Google Scholar

Devlin, J. (1995), “Technology and innovation in retail banking distribution”, International Journal of Bank Marketing, 13 (4), 19-25.10.1108/02652329510082915Search in Google Scholar

Ding, X., Verma, R. and Iqbal, Z. (2007) “Self-service technology and online financial service choice”, International Journal of Service Industry Management, 18 Issue: 3, 246-268, doi:10.1108/0956423071075147910.1108/09564230710751479Open DOISearch in Google Scholar

Forbes, L. P. (2008), “When something goes wrong and no one is around: non-internet self-service technology failure and recovery”, Journal of Service Marketing, 22(4), 316-327. Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish experience”, Journal of Marketing, 56, January, 6-21.Search in Google Scholar

Hossain, M. S. and Zhou, X. (2018), “Impact of m-payments on purchase intention and customer satisfaction : perceived flow as mediator”, International Journal of Science and Business, 2(3), pp 503-517.Search in Google Scholar

Hossain, M. S., Zhou, X. and Rahman, M. F. (2018). Examining the impact of QR codes on purchase intention and customer satisfaction on the basis of perceived flow. International Journal of Engineering Business Management, 10, 1–11. doi:10.1177/184797901881232310.1177/1847979018812323Open DOISearch in Google Scholar

Howard, M. and Worboys, C. (2003), “Self-service – a contradiction in terms or customer-led choice?”, Journal of Consumer Behavior, 2 (4), 382-92.10.1002/cb.115Search in Google Scholar

Holloway, B.B. and Beatty, S.E. (2003), “Service failure in online retailing: a recovery opportunity”, Journal of Service Research, 6(1), 92-106.10.1177/1094670503254288Open DOISearch in Google Scholar

Jun, 9M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307–326. https://doi.org/10.1108/IJBM-01-2015-001510.1108/IJBM-01-2015-0015Open DOISearch in Google Scholar

Kaushik, A. K., & Rahman, Z. (2015). Innovation adoption across self-service banking technologies in India. International Journal of Bank Marketing, 33(2), 96–121. doi:10.1108/ijbm-01-2014-000610.1108/ijbm-01-2014-0006Open DOISearch in Google Scholar

Kim, C., Mirusmonov, M. and Lee, I. (2010), “An empirical examination of factors influencing the intention to use mobile payment”, Computers in Human Behavior, 26(3), 310-322.10.1016/j.chb.2009.10.013Open DOISearch in Google Scholar

Kim, H. B., & Kim, W. G. (2005). The relationship between brand equity and firms’ performance in luxury hotels and chain restaurants. Tourism management, 26(4), 549-560.10.1016/j.tourman.2004.03.010Open DOISearch in Google Scholar

Kolodinsky, J. M. (2004), “The adoption of electronic banking technologies by US consumers”, The International Journal of Bank Marketing, 22 (4), 238-259.10.1108/02652320410542536Search in Google Scholar

Lawler, E.J. (2001), “An affect theory of social exchange”, American Journal of Sociology, 107 (2), 321-352.10.1086/324071Search in Google Scholar

Lee, J. and Allaway, A. (2002), “Effects of personal control on adoption of self-service technology innovations”, Journal of Services Marketing, 16 6, 553-572.10.1108/08876040210443418Open DOISearch in Google Scholar

Leek, S., Turnbull, P.W. and Naude, P. (2003), “How is information technology affecting business relationships? Results from a UK survey”, Industrial Marketing Management, 32 (2), 119-26.10.1016/S0019-8501(02)00226-2Open DOISearch in Google Scholar

Leung, L. and Wei, R. (2000). “More than just talk on the move: Uses and gratifications of the cellular phone”. Journalism & Mass Communication Quarterly, 77 (2), 308-320.10.1177/107769900007700206Search in Google Scholar

Leung, S. O. (2011). A comparison of psychometric properties and normality in 4-, 5-, 6-, and 11-point Likert scales. Journal of Social Service Research, 37(4), 412-421.10.1080/01488376.2011.580697Open DOISearch in Google Scholar

McCartan-Quinn, D., Durkin, M. and O’Donnell, A. (2004), “Exploring the application of IVR: lessons from retail banking”, The Service Industries Journal, 24 (3), 150-168.10.1080/0264206042000247803Open DOISearch in Google Scholar

Meuter, M. L., Ostrom, A. L., Roundtree, R. I. and Bitner, M. J. (2000), “Self-service technologies: understanding customer satisfaction with technology-based service encounters”, Journal of Marketing, 64 (3), 50-64.10.1509/jmkg.64.3.50.18024Open DOISearch in Google Scholar

Meuter, M. L., Bitner, M. J., Ostrom, A. L. and Brown S. W. (2005), “Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies”, Journal of Marketing, 69 (2), 61-83.10.1509/jmkg.69.2.61.60759Search in Google Scholar

Mols, P. (1998), “The behavioral consequences of PC banking”, International Journal of Bank Marketing, 16 5, 195-201.10.1108/02652329810228190Search in Google Scholar

Mortimer, G., Bougoure, U. S., & Fazal-E-Hasan, S. (2015). Development and validation of the Self-Gifting Consumer Behaviour scale. Journal of Consumer Behaviour, 14(3), 165–179. doi:10.1002/cb.150610.1002/cb.1506Open DOISearch in Google Scholar

Ostrom, A. L., Bitner, M. J. and Meuter, M. L. (2002), “Self-service technologies”, in Rust, R.T. and Kannan, K.T. (Eds), e-Service: New Directions in Theory and Practice, M.E. Sharpe, NY, 45-64.Search in Google Scholar

Rahman, Z. (2004), “A model for the sales and distribution of e-services”, Services Marketing Quarterly, 26 1, 71-87.10.1300/J396v26n01_05Search in Google Scholar

Rangaswamy, A. and Bruggen, G. H. V. (2005), “Opportunities and challenges in multichannel marketing: an introduction to the special issue”, Journal of Interactive Marketing, 19 (2), 5-11.10.1002/dir.20037Open DOISearch in Google Scholar

Robertson, N. (2012), “Self-service technology complaint channel choice: exploring consumers’ motives”, Managing Service Quality, 22 2, 145-164.10.1108/09604521211218963Search in Google Scholar

Robertson,N., McDonald, H., Leckie, C. and McQuilken, L. (2016)” Examining customer evaluations across different self-service technologies”, Journal of Services Marketing, 30 (1), 88-102.10.1108/JSM-07-2014-0263Open DOISearch in Google Scholar

Sarel, D. and Marmorstein, H. (2003), “Marketing online banking services: the voice of the customer”, Journal of Financial Services Marketing, 8 2, 106-18.10.1057/palgrave.fsm.4770111Search in Google Scholar

Shih, K.-H., Hung, H.-F. and Lin, B. (2010),”Assessing user experiences and usage intentions of m-banking service”, International Journal of Mobile Communications, 8 3, 257-277.10.1504/IJMC.2010.032974Open DOISearch in Google Scholar

Sierra, J. J. and McQuitty, S. (2005), “Service providers and customers: social exchange theory and service loyalty”, Journal of Services Marketing, 19 (6), 392-400.10.1108/08876040510620166Open DOISearch in Google Scholar

Sierra, J. J., Heiser, R. S. and McQuitty, S. (2009), “Exploring determinants and effects of shared responsibility in service exchanges”, Journal of Marketing Theory and Practice, 17 (2), 111-128.10.2753/MTP1069-6679170202Search in Google Scholar

Thakur, R. (2014). What keeps mobile banking customers loyal? Marketing Intelligence and Planning, 32(7), 628–646. https://doi.org/10.1108/IJBM-07-2013-006210.1108/IJBM-07-2013-0062Open DOISearch in Google Scholar

Weijters, B., Devarajan, R., Tomas, F. and Niels, S. (2007), “Determinants and outcomes of customers’ use of self-service technology in a retail setting”, Journal of Service Research, 10 (1), 3-21.10.1177/1094670507302990Open DOISearch in Google Scholar

Xue, M., Heim, G. R. and Harker, P. T. (2005), “Consumer and co-producer roles in e-service: analysing efficiency and effectiveness of e-service designs”, International Journal of Electronic Business, 3 (2), 174-197.10.1504/IJEB.2005.006909Open DOISearch in Google Scholar

Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality: from internet purchaser and non-purchaser perspectives”, Journal of Business Strategies, 19 (1), 19-41.10.54155/jbs.19.1.19-42Search in Google Scholar

Yen, H. R. (2005), “An attribute-based model of quality satisfaction for internet self-service technology”, The Service Industries Journal, 25 5, 641-659.10.1080/02642060500100833Open DOISearch in Google Scholar

Zeithaml, V., Berry, L. and Parasuraman, A. (1996), “The behavioral consequences of services quality”, Journal of Marketing, 60, April, 31-46.10.2307/1251929Open DOISearch in Google Scholar