Implementing successful self-service technologies

By Mary Jo Bitner, Amy L. Ostrom, M. Meuter. 2002

532 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/fab1c986257d0d8a04bfecdd89956ecf2333a638

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Service Innovativeness and Firm Value (2013, background): “If so, they may be perceived as firm cost reduction mechanisms in the short run (Bitner, Ostrom, and Meuter 2002).”
Interpersonal service quality, self-service technology (SST) service quality, and retail patronage (2013, background): “Retail technology tools are used to offer consumer better access to services via various channels and to better meet consumer demand and increase consumer satisfaction (Bitner et al., 2002).”
Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk (2018, background): “By utilising Internet banking channels, banks also endeavour to minimise the labour and operational costs that pertain to traditional encounters (Bitner et al., 2002; Hung et al., 2012; Lin and Hsieh, 2011).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “The third stream focused on customers' motivations to cocreate a SFR self‐service process (Bitner et al., 2002; Collier et al., 2017; Dao & Theotokis, 2020).”
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005, background): “Management can take several steps to influence the actionable consumer readiness variables directly (Bitner, Ostrom, and Meuter 2002).”
The influence of consumer traits and demographics on intention to use retail self‐service checkouts (2010, background): “For retailers, the potential operational cost reduction can be the primary motive behind the increasing installation of self-checkouts (Bitner et al., 2002).”
The impact of basic human needs on the use of retailing self-service technologies: A study of self-determination theory (2013, background): “The literature indicates that SSTs can also increase customers' satisfaction and loyalty and can enable a company to effectively reach new customer segments (Bitner et al., 2002).”
Understanding digital content marketing (2008, background): “…online banking (e.g. Al-Hawari and Ward 2006; Bauer et al. 2005; Jayawardhena 2004; Zhu et al. 2002) and online service and customer support (e.g. Bitner et al. 2002; Croom and Johnston 2002; Janda et al. 2002; Kaynama and Black 2000; Kim et al. 2006; Negash et al. 2003; Parasuraman et al.…”