Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships

Consumer E‐Loyalty to Online Travel Intermediaries

“…The direct impact of price and non-price factors on consumer perceptions of value has been well documented in the literature related to products and brands (Dodds & Monroe, 1985;Grewal et al, 1998a), services (Cronin et al, 2000), business to business contexts (Lapierre et al, 1999), and retailing (Grewal et al, 1998a;Sirohi et al, 1998;Sweeney et al, 1999). Despite the plethora of research, scholars have asked for additional research on two value issues: (1) the influence of non-monetary value components (Teas & Agarwal, 2000) and (2) the role of money (price) in the evaluation of product or service value (Barnes, Dunne, & Glynn, 2000;Parasuraman & Grewal, 2000).…”

Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences

“…Attitude-type of variables, such as customer techno-receptivity (Barnes et al, 2000), perceived media richness and symbolism (Treviño et al, 2000), and the disposition towards self-service technology (Dabholkar, 1996;Meuter et al, 2000) have already been successfully demonstrated to influence overall service evaluations. These findings are also in line with previous research showing the impact of generalized attitudes on technology evaluations in other contexts (Ledingham, 1984) as well as with studies on social influence and media use (Schmitz and Fulk, 1991).…”

“…With the advent of technology, however, customers become more and more involved in the service delivery process. Services are now often initiated and delivered by customers themselves, without direct or indirect contact with a service representative ('do-it-yourself') (Barnes et al, 2000). In banking, traveling, brokerage and many other service and goods industries successful self-service business models have already been developed.…”

“…In contrast, technology-based services are frequently not hindered by location and time constraints and can therefore be delivered across cultural boundaries. It has been argued that in comparison to traditional, face-to-face contact modes, technology-based services entail higher levels of active customer participation or even self-service (Barnes et al, 2000;Bitner et al, 2000;Dabholkar, 2000). Active customer involvement in the service delivery process has been found to positively influence service evaluations (Risch Rodie and Schultz Kleine, 2000).…”

New measurement scales for evaluating perceptions of the technology‐mediated customer service experience

“…Service organizations are finding that interacting with their customers via these new technologies can be a significant challenge (Zeithaml et al, 2002). While Internet-based customer support can potentially reduce costs on a per-transaction basis, customer satisfaction, as well as long-term customer loyalty, can be severely damaged by a bad on-line experience (Barnes et al, 2000;Heim and Sinha, 2001a). Therefore, the service operations management (SOM) issues related to managing customer contact in these technology-mediated environments warrant attention.…”