Technology-based Service Encounters Research Articles

Exploring Customers’ Co-Learning Practices in Co-Creating Value with Self-Service Technologies

Value co-creation is becoming a prominent business practice, particularly in the service sector, demarcating a diversion of business strategies to produce mutually valued outcomes. Self-service technology, as a technology-based service encounter, allow customers to perform many service transactions independently. Customers’ collaborative learning becomes essential to successfully co-create value in self-service technologies since they perform service transactions on their own without the support of organizations’ service employees. However, scholarly attention given to understanding customer co-learning in value co-creation at SSTs are sporadic. Therefore, this study aims at exploring customer co-learning in self-service technologies. Aligning with the research objectives, qualitative methodology has been adopted. Accordingly, semi structured interviews were conducted, and data were analyzed using Thematic analysis approach. The study identified five customer co-learning practices in self-service technologies; searching information, sharing information, recalling information, following instructions, and providing feedback. Further, the study extended to categorize customers based on their co-learning abilities and performance at SSTs and three types of customer groups were recognized as ‘Dire performer’, ‘Fair performer’ and ‘Full performer’. Business organizations can effectively use this understanding to provide customer learning, conduct training programs, and design communication and promotional programs targeting different customer groups, ensuring superior customer experiences in self- service technologies.

A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations

The hospitality and tourism industry faces serious challenges during public health emergencies such as COVID-19. Managers are concerned not only about how to maintain business and provide humanized services but also about social distancing. This study presented artificial intelligence (AI) technology-based service encounters as a possible solution and examined the antecedents and consequences of the encounter triad including customers, employees, and AI. Based on a systematic literature review, the study identified 4 modes of AI technology-based service encounters: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. In addition, the study developed an integrated model to specify the factors that influence AI technology-infused service encounters in general and the customer service outcomes that result from the encounters. The findings contribute to service management and AI application theoretically and practically. • AI technology-based service encounter s solve the challenge of providing hospitableness while maintaining distance through two ways: avoidance and coping. • Four modes of AI technology-based service encounters were identified: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. • Public health emergencies influence AI technology-based service encounters through customer-based, firm-based, and context-based factors. • An integrated model explains the influence of AI technology-based service encounter on customer service outcomes in the COVID-pandemic.

Intentions to use and recommend to others

Purpose – In an online banking context this study seeks to explore the relation between the relationship marketing factors of customer intentions to continue to use services and to recommend these services to others, and the technology acceptance factors of self-control, usefulness, customer value, technology-based service encounter satisfaction and reputation. Innovatively this study also compares the proposed model in two countries, Portugal and Austria. Design/methodology/approach – Derived from a review of previous literature, a survey was developed and data were collected using the online survey service of universities in two countries, Portugal and Austria. The partial least squares approach was employed to test the hypotheses. Findings – The findings showed that self-control and usefulness are important antecedents of customer value delivery. Furthermore perceptions of online bank reputation were enhanced by the satisfaction derived from positive customer encounters with online banking services. Unlike the Portuguese, Austrians' perceptions of bank reputation did not significantly influence their intention to continue to use or their propensity to recommend online banking to others. Originality/value – Based on literature which suggests that constructs such as customer value, trust, satisfaction and reputation are inter-related to the technology acceptance model, this paper extends earlier theoretical frameworks and is the first study to incorporate relationship marketing constructs into a model examining intention to use, and recommending online banking services. The study also differentiates the model in two countries that represent different business and cultural settings: Portugal and Austria.

Technology-Based Service Encounter—A Study of the Use of E-Mail as a Booking Tool in Hotels

Highlighted in this paper, is the extent to which a technological interface that enables customers to produce a service outcome, independent of direct service-employee involvement, is used by hotels of various categories in France. Extant literature has, to date, devoted more attention to the use of interpersonal buyer-seller interactions in the process of creating service outcomes. This paper aims to fill this void by contributing to existing knowledge on customer interactions with technology-based self-service delivery options. An exhaustive sample of 240 hotels located across 120 cities in France constituted the empirical setting. A one-way ANOVA that tested differences between means was used to assess the impact of hotel category (independent variable) on response time (dependent variable) among hotels in France. The findings show that there is significant dissimilarity in responsiveness across the hotel categories. A major implication of these findings for management is that the speed with which enquiries from current and potential customers are responded to is most likely a prelude to providing good quality technology-based buyer-seller interactions to create positive service outcomes using the Internet/e-mail. Major concepts in customer relationship management include the response speed of firms to questions and problems during the service encounter. The main contribution of this study is that it builds on existing literature on interpersonal and technological interfaces.

Service Quality and Perceived Value of Technology-Based Service Encounters: Evaluation of Clinical Staff Satisfaction in Taiwan

Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. This study examined service quality and perceived value of TBSEs used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSEs. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.

Technology-Based Service Encounters Using Self-Service Technologies in the Healthcare Industry

Although there have been studies discussing the influence of technology-based services on the overall service efficiency and quality of organizations in various industries, very little effort has been devoted to investigating this issue in the healthcare industry. Hospital image is considered to be a crucial factor influencing patients' choice of hospitals, but few studies specifically examine its association with technology-based services. By consulting the model of the European Customer Satisfaction Index, a research model for evaluating the impact of the use of technology-based services on hospital image, patient satisfaction, and patient loyalty in the healthcare industry is developed and examined in this study using survey data collected from 738 patients at two medical centers with an online appointment system. The research results confirm the importance of providing quality, technology-based services in enhancing hospital image, patient satisfaction, and patient loyalty. The implications of this research and suggestions for future work are also discussed.

How do Service Encounters Impact on Relationship Benefits

The literature has generally held that interpersonal-based service encounters strongly affect the relationship benefits, though technology-based service encounters are increasing importance. However, there has been no systematic comparison of the impact of two service encounters on relationship benefits. We test hypotheses about the respective effects of both service encounters on different relationship benefits in two services industries. The results provide support for the proposal model and indicate that there are higher special treatment benefits when the technology-based service encounter is higher. In addition, the interpersonal-based service encounter has significant positive effect on the confidence benefit. However, the technology-based service encounter leads to significant negative effect on the social benefit.

Technology mediation in service delivery: A new typology and an agenda for managers and academics

The role of information and communication technology for economic growth has been emphasized repeatedly. Technological breakthroughs have generated new forms of services, such as self-services or remote services. Although these encounters are qualitatively different from traditional service provision, prior service management literature thus far had paid little attention to theory development and the systematization of technology-based service encounters. To fill this research gap, the present study outlines how new types of technology-based services fit into existing service typologies and provides an extension of existing frameworks to capture their unique characteristics. These insights in turn offer managerial implications and highlight open research questions.

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

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.

An assessment of technology-based service encounters & network security on the e-health care systems of medical centers in Taiwan.

BackgroundEnhancing service efficiency and quality has always been one of the most important factors to heighten competitiveness in the health care service industry. Thus, how to utilize information technology to reduce work load for staff and expeditiously improve work efficiency and healthcare service quality is presently the top priority for every healthcare institution. In this fast changing modern society, e-health care systems are currently the best possible way to achieve enhanced service efficiency and quality under the restraint of healthcare cost control. The electronic medical record system and the online appointment system are the core features in employing e-health care systems in the technology-based service encounters.MethodsThis study implemented the Service Encounters Evaluation Model, the European Customer Satisfaction Index, the Attribute Model and the Overall Affect Model for model inference. A total of 700 copies of questionnaires from two authoritative southern Taiwan medical centers providing the electronic medical record system and the online appointment system service were distributed, among which 590 valid copies were retrieved with a response rate of 84.3%. We then used SPSS 11.0 and the Linear Structural Relationship Model (LISREL 8.54) to analyze and evaluate the data.ResultsThe findings are as follows: (1) Technology-based service encounters have a positive impact on service quality, but not patient satisfaction; (2) After experiencing technology-based service encounters, the cognition of the service quality has a positive effect on patient satisfaction; and (3) Network security contributes a positive moderating effect on service quality and patient satisfaction.ConclusionIt revealed that the impact of electronic workflow (online appointment system service) on service quality was greater than electronic facilities (electronic medical record systems) in technology-based service encounters. Convenience and credibility are the most important factors of service quality in technology-based service encounters that patients demand. Due to the openness of networks, patients worry that transaction information could be intercepted; also, the credibility of the hospital involved is even a bigger concern, as patients have a strong sense of distrust. Therefore, in the operation of technology-based service encounters, along with providing network security, it is essential to build an atmosphere of psychological trust.

The exploration of customer satisfaction model from a comprehensive perspective

This study provides a model of customer satisfaction from a comprehensive perspective and tries to use the nonlinear fuzzy neutral network model to verify the assumptions of the study. Samples are taken from the information and tourism industries at a proportion of 2:1 based on the population in Taipei and Kaohsiung cities. A total of 207 questionnaires are returned. As the result of the empirical research shows, the interpersonal-based service encounter is better than the technology-based service encounter in functional quality, while the technology-based service encounter is better than the interpersonal-based service encounter in technical quality. The functional quality has a positive and significant effect on customer satisfaction; the service quality has a positive and significant effect on service value; the service value has a positive and significant effect on customer satisfaction. The service encounter has a positive and significant effect on relationship involvement and the relationship involvement has a positive and significant effect on customer satisfaction.

An empirical of service quality model from the viewpoint of management

Abstract This study discusses the major factors for the establishment of service quality models from the viewpoint of management, including the influence that different service encounters and company cultures have on service quality, and the influence of service quality on the attitude of consumers toward their perceived value in the future. Three hundred and fifty two IT companies with enterprises as their customers and 244 comprehensive travel agencies listed with the Tourism Bureau of Taiwan, Ministry of Transport and Communications, are selected as the research population of the study, and questionnaires are distributed to the managers of marketing-related departments of both industries for the survey. The fuzzy neural network model is used to verify assumptions that are derived from theories. The empirical research result indicates that the interpersonal service encounter has a higher performance than the technology-based service encounter in functional quality. The higher the difference in culture is, the higher the technical quality will be in performance than functional quality, while the lower the difference in culture is, the higher the functional quality will be in performance than technical quality. Improvement in service quality has a positive effect on the attitude of consumers toward the perceived value in the future.

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.