Assessing the Role of Service Quality of Retail Self-Checkouts on Customer Satisfaction and Loyalty: Empirical Evidence from an Emerging Market

Fatma Demirci-Orel, Ali Kara

Research output: Chapter in Book/Report/Conference proceedingChapter

3 Scopus citations

Abstract

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.

Original languageEnglish (US)
Title of host publicationDevelopments in Marketing Science
Subtitle of host publicationProceedings of the Academy of Marketing Science
PublisherSpringer Nature
Pages226
Number of pages1
DOIs
StatePublished - 2015

Publication series

NameDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)2363-6165
ISSN (Electronic)2363-6173

All Science Journal Classification (ASJC) codes

  • Marketing
  • Strategy and Management

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