Technology infusion in service encounters

By Mary Jo Bitner, Stephen W. Brown, M. Meuter. 2000

1,665 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/b16bab098d9b3b6c22916e833a463fba1d71aa8b

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Citations in the corpus

English Language Teaching and Learning Issues in Malaysia: Learners' Perceptions via Facebook Dialogue Journal (2012, neutral): “[3] Bitner, M.”
Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty (2011, background): “In fact, rise of information technologies and the internet in particular, have changed the consumption process of retail banking as human-human interactions in service delivery is becoming increasingly redundant ( Bitner et al. , 2000”
Towards Designing Cooperative and Social Conversational Agents for Customer Service (2017, background): “Researchers and practitioners highlight the potential benefits of customer self-service, such as increased efficiency, cost reduction, and improved customer experience (Bitner et al. 2000; Meuter et al. 2005; Scherer et al. 2015).”
Domo Arigato Mr. Roboto (2017, background): “The importance of customization for service encounter satisfaction (Bitner, Brown, and Meuter 2000) indicates that the levels of adaptability and customization available through frontline technologies are key to success.”
Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry (2011, background): “More generally, Bitner et al. (2000) explain that IT can be a significant tool through which customers co-create value in such encounters.”
Higher Education Institutions: Satisfaction and Loyalty among International Students (2009, neutral): “We contend that in order to achieve such enviable outcomes, educational institutions must go beyond the core of the exchange and offer augmenters that simply delight the customers (Bitner et al., 2000; Lovelock, 1996).”
Technology Readiness Index (Tri) (2000, background): “For instance, a major consequence of technology’s growing role is a commensurate growth in self-service technologies that call for customers to interact with technology-based systems rather than company personnel (Bitner, Brown, and Meuter 2000; Dabholkar 2000; Meuter et al. 2000).”
The impact of technology on the quality-value-loyalty chain: A research agenda (2000, methodology): “As suggested by Bitner et al. (2000), " it is important to determine if the same conceptual factors established in interpersonal service encounter research are relevant in a technology-based environment " (p. 147).”
Customer experience modeling: from customer experience to service design (2012, background): “, 2007), addressing aspects such as technology infusion (Froehle and Roth, 2004; Bitner et al., 2000), customer contact intensity (Chase, 1981), and internal process design to support experience (Verma et al.”
The role of emotional satisfaction in service encounters (2004, background): “Successful customization in service encounters requires that the contact employee actively recognizes the subtle emotional cues from the customer and then adapt the service delivery accordingly (Bitner et al., 2000).”
Development and validation of an instrument to measure user perceived service quality of information presenting Web portals (2005, background): “The dimensions suggested in these two studies and others [2,4,7,26,30,47] could be classified into usefulness of content and adequacy of information.”
The role of post‐training self‐efficacy in customers' use of self service technologies (2008, background): “) and sometimes even spontaneous delight ( Bitner et al. , 2000”