自助服务技术-客户服务满意度-英文_Self_Service.pptVIP

“Self Service Technologies:Understanding Customer Satisfaction with Technology-Based Service Encounters”Written by Matthew Meuter, Amy Ostrom, Robert Roundtree Mary Jo Bitner Article #24 Presented by Marcela Diaz-Espinoza “Today’s fast-paced world is becoming increasingly characterized by technology facilitated transactions.”Self-Service Technologies (SST) are technological interfaces that enable customers to produce a service independent of direct service employee involvement.  Facts Did you know that almost half of the retail banking transactions are now conducted without the use of a teller? Did you know that even though we are pretty used to many of these SST there are many more that are being introduced as we sit in class? Electronic self-ordering is rapidly approaching us Can you think of any examples? Objective To explore customers experiences across a broad range of SSTs available in the marketplace. Understand how customers feel about them (SSTs) By focusing on memorable incidents about a recent SST interaction (good or bad) Examining post encounter behaviors such as: *Complaining *Word of Mouth *Future intended behaviors Previous Research *Conducted by Bitner, Booms and Tetreault and used CIT to examine the sources of dis/satisfactory evaluations in interpersonal encounters (1990) *Classified them into three categories: 1) employee response to service delivery failure 2) employee response to customer need and requests 3) unprompted and unsolicited actions by employees Previous Research *Grove and Fisk conducted their studies in theme parks. *They found that service experiences were affected by others’ customers’ adherence to implicit or explicit rules of conduct and by perceived sociability of other customers Note: the set factors that leads to satisfying factors also leads to dissatisfying ones. Current Study/Method Some of the questions driving this study: What are the sources of customer satisfaction and dissatisfaction