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Cited by 2,905

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Meuter, Matthew L., Ostrom, Amy L., Roundtree, Robert I., Bitner, Mary Jo·2000·Journal of Marketing
DOI 10.1509/jmkg.64.3.50.18024
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Abstract

Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.

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Metadata

Authors
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2000-07
Volume
64
Issue
3
Pages
50-64
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.64.3.50.18024
OpenAlex
W2150563888
Cited by
2,905
References
4
FWCI
101.96
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.