TY - CHAP
T1 - Assessing the Role of Service Quality of Retail Self-Checkouts on Customer Satisfaction and Loyalty
T2 - Empirical Evidence from an Emerging Market
AU - Demirci-Orel, Fatma
AU - Kara, Ali
N1 - Publisher Copyright:
© 2015, Academy of Marketing Science.
PY - 2015
Y1 - 2015
N2 - Consumers around the world are increasingly encountering with self-service technologies during their shopping experiences. Self-service technologies (SSTs) are “technological interfaces that enable customers to produce a service independent of direct service employee involvement” (Meuter et al., 2000, p.50). Drive-through retailers and service firms are commonly offering a variety of self-service technologies (SSTs) to enhance customer’s experience and they are mainly motivated by factors such as cost cutting, speed, convenience, enhance customer experience, and satisfaction. A range of service delivery points such as ATMs, automated hotel checkouts, Internet services (such as banking over the Internet) self-service kiosks (digital photo kiosks, information kiosks, interactive music and movie samplers, and electronic kiosks for gifts), grocery self-checkout lines and pay-at-pump gas stations are offered by the retailers to enhance their customer services.
AB - Consumers around the world are increasingly encountering with self-service technologies during their shopping experiences. Self-service technologies (SSTs) are “technological interfaces that enable customers to produce a service independent of direct service employee involvement” (Meuter et al., 2000, p.50). Drive-through retailers and service firms are commonly offering a variety of self-service technologies (SSTs) to enhance customer’s experience and they are mainly motivated by factors such as cost cutting, speed, convenience, enhance customer experience, and satisfaction. A range of service delivery points such as ATMs, automated hotel checkouts, Internet services (such as banking over the Internet) self-service kiosks (digital photo kiosks, information kiosks, interactive music and movie samplers, and electronic kiosks for gifts), grocery self-checkout lines and pay-at-pump gas stations are offered by the retailers to enhance their customer services.
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U2 - 10.1007/978-3-319-10912-1_73
DO - 10.1007/978-3-319-10912-1_73
M3 - Chapter
AN - SCOPUS:85029890066
T3 - Developments in Marketing Science: Proceedings of the Academy of Marketing Science
SP - 226
BT - Developments in Marketing Science
PB - Springer Nature
ER -