Service and technology: opportunities and paradoxes

By Mary Jo Bitner. 2001

187 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0c1e762c543f0faddbd7f21d0719ac7b93e4ecf5

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Citations in the corpus

Intention of adoption of mobile payment: An analysis in the light of the Unified Theory of Acceptance and Use of Technology (UTAUT) (2016, background): “Companies related to the sectors of communication and payments are focused on good business opportunities that are a result of the fulfillment of these concerns and needs (Bitner, 2001; Overbr, 2014; Rao & Troshani, 2007).”
Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic (2020, unknown): “lationships, difficulties in setting up service recovery tactics in the event of service failure, the loss of upselling opportunities, and human staff resenting the technology, as it may be perceived as job-threatening (Bitner, 2001; Curran et al., 2003).”
Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions (2021, background): “Recent research supports this notion by demonstrating that in unpleasant service situations, reducing human contact (e.g., through technological barriers; Bitner 2001) can help attenuate customer dissatisfaction and limit negative service evaluations (Giebelhausen et al. 2014).”
Quality of Electronic Services (2006, unknown): “Akin to research on traditionalservices, 1 the conceptualization and measurement of quality is a major issue on the research agenda for electronic services (Bitner 2001; Grove, Fisk, and John 2003; Parasuraman and Zinkhan 2002).”
Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context (2013, background): “Despite new technologies and new communications channels, customer demand for quality service shows no signs of abating (Bitner 2001).”
An Updated and Streamlined Technology Readiness Index (2015, methodology): “Alluding to the technology paradoxes uncovered by Mick and Fournier (1998), Bitner (2001) elaborated on the challenges vis-a`-vis consumer and employee acceptance of technology-based service systems.”