The role of self-service technologies in restoring justice

Mattila, Anna S.; Cho, Wonae; Ro, Heejung

doi:10.1016/j.jbusres.2010.02.014

Cited by 41 publications

(34 citation statements)

References 53 publications

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“…Conversely, nonhumanoid robots do not have the capacity to convey empathy and sincerity through their apology. Therefore, the nonhumanoids may require a human service provider’s engagement in the service recovery to help add a social resource by communicating interpersonal attention in their apology (Mattila, Cho, and Ro 2011; T. Shapiro and Nieman-Gonder 2006).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Choi

Mattila

Bolton

2020

Journal of Service Research

Self Cite

242

220

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Robots are the next wave in service technology; however, this advanced technology is not perfect. This research examines how social perceptions regarding the warmth and competence of service robots influence consumer reactions to service failures and recovery efforts by robots. We argue that humanoid (vs. nonhumanoid) service robots are more strongly associated with warmth (whereas competence does not differ). This tendency to expect greater warmth from humanoid robots has important consequences for service firms: (i) consumers are more dissatisfied due to lack of warmth following a process failure caused by a humanoid (vs. nonhumanoid; Study 1); (ii) humanoids (but not nonhumanoids) can recover a service failure by themselves via sincere apology, restoring perceptions of warmth (Study 2A); (iii) humanoids (but not nonhumanoids) can also effectively provide explanations as a recovery tactic (Study 2B); and, importantly, (iv) human intervention can be used to mitigate dissatisfaction following inadequate recovery by a nonhumanoid robot (Study 3), supporting the notion of human-robot collaboration. Taken together, this research offers theoretical implications for robot anthropomorphism and practical implications for firms employing service robots.

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Section: Theoretical Backgroundmentioning

confidence: 99%

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Choi

Mattila

Bolton

2020

Journal of Service Research

Self Cite

242

220

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“…Cross-sectional experiment Self-efficacy increases novice customers' financial performance perceptions, service value evaluations, and future usage intentions Lin and Hsieh (2011) General, not specific Scale development Development and validation of SST service quality scale Mattila, Cho, and Ro (2011) Airport check-in kiosks Online catering booking…”

Section: Cross-sectional Experimentsmentioning

confidence: 99%

The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies

Wang

Harris

Patterson

2013

Journal of Service Research

171

150

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Recent years have witnessed increased use of self-service technologies (SSTs) across the services sector, which has dramatically changed the nature of the service delivery process. Although an abundance of research has investigated how customers evaluate a new SST and what drives the initial adoption, little is known about how customers interact with, and adapt to, an SST after their first experience. Thus, this study focuses on the dynamic and complex process through which customers move from initial adoption to continued use, after repeated interactions with an SST. A three-wave longitudinal study examines how habit, self-efficacy, and satisfaction affect SST usage over time in a retailing context. The results indicate that as learning occurs and experience accumulates, customers' continued use of an SST is initially largely rational driven (self-efficacy), then largely emotional driven (satisfaction), and, finally, habitual (habit). Over time, habit completely mediates the impact of intentions on future usage. The article concludes with a discussion of the managerial implications and directions for further research.

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“…al., 2006). However, issues covered by fairness studies are mostly service recovery (4,7,8,19,(24)(25)(26)(27)…”

Section: A Service Fairnessmentioning

confidence: 99%

Is there any difference in service fairness between private and public hospitals influencing customer satisfaction

Abdinagoro¹,

Arief²,

Dwidienawati³

2019

IJEAT

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The rapid expansion of insurance coverage, without the development of infrastructure, will create demand that cannot be met by the existing healthcare system. The sudden increase in demand will disrupt the delivery of service, especially in public hospitals, which will influence service satisfaction levels. A preliminary study shows that satisfaction levels of BPJS Kesehatan patients are still low. The most frequent reasons cited for dissatisfaction are fairness issues such as different treatments and different processes and procedures. Studies have found that aside from evaluations of quality, fairness is indeed an important factor that influences satisfaction. Yet there are limited empirical researches on the effect of service fairness on service delivery, especially in the healthcare industry. This study addresses the question of whether there are direct relationships between three variables of fairness and customer satisfaction. In other words, are there different levels of perceived service fairness in private and public hospitals and, if so, does this have an impact on customer satisfaction? Using a descriptive quantitative method, this study was conducted on BPJS Kesehatan members who used 19 public and private hospitals in nine cities in Java, Indonesia. A six-point Likert scale questionnaire was designed and distributed. Four hundred and six samples collected were eligible for analysis using descriptive analysis and structural equation modelling using LISREL. The results show that there is a positive impact of the three variables regarding service fairness on customer satisfaction in public and private hospitals. However, the relationship between distributive fairness and customer satisfaction is not significant in public hospitals. This study strengthens the building evidence that service fairness, in addition to service quality, influences customer satisfaction, specifically in service delivery in the healthcare industry

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The role of self-service technologies in restoring justice

Cited by 41 publications

References 53 publications

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies

Is there any difference in service fairness between private and public hospitals influencing customer satisfaction

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