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| Tekijä: | Beatson, A. Coote, L.V. Rudd, J.M. |
| Otsikko: | Determining consumer satisfaction and commitment through self-service technology and personal services |
| Lehti: | Journal of Marketing Management
2006 : SEP, VOL. 22:7-8, p. 853-882 |
| Asiasana: | commitment consumer satisfaction service technology |
| Kieli: | eng |
| Tiivistelmä: | This article discusses self-service technology which is defined as technology where customers deliver service themselves using some form of a technological interface. The relative impact of self-service technology on consumer satisfaction and on a multidimensional measure of consumer commitment containing affective commitment, temporal commitment and istrumental commitment are investigated. It is shown that positive evaluations of self-service technology may tie consumers into relationships with hotels. |
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