Determining Consumer Satisfaction and Commitment Through Self-Service Technology and Personal Service Usage
By Amanda Beatson, L. Coote, J. Rudd. 2006
162 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/8e431a7a3c6b5fa1cb7687cefecb31dfe6f61439
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Information Systems and Management
In Organizational Behavior and Human Resource Management
- Anna S. Mattila
- Kevin Kam Fung So
- B. Sparks
- Li-Shan Eva Tao
- Xinyuan Zhao
- Ying Wang
- Heesup Han
- Jochen Wirtz
In Sociology and Political Science
- Ying Wang
- Anna S. Mattila
- Kevin Kam Fung So
- B. Sparks
- Xinyuan Zhao
- T. Lee
- Katja Gelbrich
- Alicia A. Grandey
Citations in the corpus
- The role of post‐training self‐efficacy in customers' use of self service technologies (2008, background): “Previous research shows that SST usage increased customer satisfaction and enhanced relationships with service organizations by inducing affective, temporal and instrumental commitment ( Beatson et al. , 2006”
- Technology Readiness and Customer Satisfaction with Travel Technologies: A Cross-Country Investigation (2017, background): “…of evaluation of service quality against expectation, which leads to future intentions, and this sequence of events applies to various service sectors such as hotels (Beatson, Coote, and Rudd 2006), banking (Ganguli and Roy 2011), and e-shopping (Gounaris, Dimitriadis, and Stathakopoulos 2010).”
- Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic (2020, unknown): “As a third benefit, interactions between guests and front office employees can reinforce guests’ commitment and loyalty (Choi and Chu, 2001; Beatson et al., 2006).”