search query: @all customer engagement / total: 6
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| Author: | Simon, F. Usunier, J-C. |
| Title: | Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology |
| Journal: | International Journal of Research in Marketing
2007 : JUN, VOL. 24:2, p. 163-173 |
| Index terms: | cognition service technology |
| Freeterms: | service encounter |
| Language: | eng |
| Abstract: | This paper attempts to explain the cognitive, demographic, and situational determinants of the preference for using self-service technologies over personnel-in-contact services. Finding of the study show that (1) rational engagement has a strong positive effect on the preference for technology-based self-services, (2) persons high in experimental style prefer interactions with service personnel, (3) differential wait times have a significant influence on preference for technology, (4) service complexity moderates the influence of cognitive styles on preference for service technology, and (5) age has a negative influence on the preference for service technology. |
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