Technology-Based Remote Service Encounters: Understanding Customer Satisfaction and Sustainability

Abstract

ABSTRACT This is an exploratory study that has tried to identify the sources of satisfaction and dissatisfaction in technology-based service encounters. The study developed a classification of incidents into meaningful categories on the basis of these sources using the critical incident technique. The study then analyzed the differences, if any, with those of people-based interpersonal service encounters. It further examined the customer evaluations and intended behaviors related to the different categories developed previously. The study tried to explore the relationships between types of encounters and measures of attribution, complaining, and intended responses of repeat purchase and word-of-mouth communication. The study also tried to get an idea of the sustainability of these technology-based services.