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

By M. Meuter, Amy L. Ostrom, R. Roundtree, Mary Jo Bitner. 2000

3,070 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/1ad70753244b1159d80e3ccd4e01631e5a3fc61e

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Citations in the corpus

An empirical investigation of consumer control factors on intention to use selected self‐service technologies (2007, background): “Self-service technology (SSTs), defined as technological interfaces that aid users in generating service without direct involvement from the service company's employee ( Meuter et al. , 2000”
Intentions to use mobile services: Antecedents and cross-service comparisons (2005, background): “According to Meuter et al. (2000), technology-based interaction is a key criterion for the interaction between customers and firms and for companies’ long-term success.”
Price-Based Global Market Segmentation for Services (2003, background): “Given that the greatest source of dissatisfaction for customers in technology-based service encounters is technology failure (Meuter et al. 2000), customers place greater emphasis on a firm’s ability to respond to technology-driven problems (Bitner, Brown, and Meuter 2000; Lovelock 1999).”
Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors (2004, background): “On a more macro level, the proliferation of self-service technologies (e.g., telephone banking, automated hotel checkout; Meuter et al. 2000) may limit the overall availability of services jobs that are best suited for high-CO workers.”
Self‐service technology adoption: comparing three technologies (2005, methodology): “For example, a critical incident study described the key factors that lead to satisfaction or dissatisfaction related to customer use of SSTs and found that usefulness, ease of use, availability, and convenience play a significant role in customer satisfaction with SSTs (Meuter et al., 2000).”
Quality of Electronic Services (2006, background): “They even tend to take some of the responsibility when things go wrong (Meuter et al. 2000).”
The influence of technology anxiety on consumer use and experiences with self-service technologies (2003, background): “These technological interfaces have been called self-service technologies (SSTs) (Meuter et al., 2000).”
Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage (2003, background): “Because providing services on the Internet is not yet a common phenomenon, respondents from a random sample could have limited or no experience with Internet services [Meuter et al., 2000].”
Information Technology and Firm Profitability: Mechanisms and Empirical Evidence (2012, background): “…lowers employee and customer support costs through the implementation of self-service technologies, which facilitate sales and related transactions, such as ordering, payment, and exchange through which customers can transact and get support without human intervention (Meuter et al. 2000).”
Relating e‐satisfaction to behavioral outcomes: an empirical study (2004, background): “, these benefits include convenience ( Meuter et al. , 2000”
Censored, suspended, shadowbanned: User interpretations of content moderation on social media platforms (2018, neutral): “Those who are more technically savvy are slightly more likely to see such channels positively (Immonen et al., 2018; Meuter et al., 2000), whereas those who have higher levels of technology anxiety seek to avoid them entirely (Meuter et al.”
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting (2007, methodology): “The SSTs must be sturdy and should not break down in the middle of a shopping trip (Meuter et al. 2000).”
Artificial Intelligence in Service (2018, background): “Research has shown that the advance of technology should lead to predictable consequences including increasing adoption of self-service technologies (Meuter et al. 2000), higher optimal productivity (Rust and Huang 2012), and a larger service sector (Rust and Huang 2014).”