The impact of self‐service versus interpersonal contact on customer–brand relationship in the time of frontline technology infusion

2021 ◽  
Author(s):  
Heekyung Lee ◽  
Youjae Yi
Keyword(s):  
Interpersonal Contact ◽  
Brand Relationship ◽  
Technology Infusion ◽  
Self Service ◽  
The Impact

A Window to Internal and External Change in Banking

2018 ◽  
Author(s):  
Bernardo Bátiz-Lazo
Keyword(s):  
Twentieth Century ◽  
Computer Technology ◽  
Business Organizations ◽  
Organizational Challenges ◽  
Late Twentieth ◽  
Self Service ◽  
The Impact ◽  
Late Twentieth Century ◽  
Proper Consideration

Chapter 1 (‘A Window to Internal and External Change in Banking’) provides a wide-arch view of the themes in the book. It highlights how in spite of being deeply embedded in our culture as an object of everyday life, the interaction with ATMs is largely inconsequential for most people. This chapter also forwards a case to study the ATM to better understand the possibilities for technological change to bring about a cashless economy. Another argument put forward is that the ATM is essential to appreciate the technological and organizational challenges that gave rise to self-service banking. As a result, the case is made that business histories of the late twentieth century will be incomplete without proper consideration to the impact of computer technology on the different aspects of business organizations.

scholarly journals Understanding consumer loyalty to technology-based self-services with credence qualities

2015 ◽  
Vol 29 (6/7) ◽  
pp. 522-532 ◽  
Author(s):  
Lisa Schuster ◽  
Judy Proudfoot ◽  
Judy Drennan
Keyword(s):  
Professional Services ◽  
Content Type ◽  
Consumer Responses ◽  
Factors Affecting ◽  
Behavioral Loyalty ◽  
Behavioral Domain ◽  
Continued Use ◽  
Self Service ◽  
The Impact ◽  
Goal Directed Behavior

Purpose – This paper aims to use the Model of Goal-Directed Behavior (MGB) to examine the factors affecting consumers’ continued use of emerging technology-based self-services (TBSSs) with credence qualities. Professional services, which traditionally require specialized knowledge and high levels of interpersonal interaction to produce owing to their credence qualities, are increasingly delivered via self-service technologies. Health services delivered via mobile devices, for example, facilitate self-care without direct involvement from health professionals. Design/methodology/approach – A mental health service delivered via the Internet and mobile phone, myCompass, was selected as the research context. Twenty interviews were conducted with users of myCompass and the data were thematically analyzed. Findings – The findings of the study showcase the unique determinants of consumers’ continued use of TBSSs with credence qualities relative to the more routine services which have been the focus of extant research. The findings further provide support for the utility of the MGB in explaining service continuance, although the importance of distinguishing between extrinsic and intrinsic motivational components of behavioral desire and capturing the impact of social influence beyond subjective norms is also highlighted. Originality/value – This study contributes to recent research examining differences in consumer responses across TBSSs and behavioral loyalty to these services. It also provides empirical evidence for broadening and deepening the MGB within this behavioral domain.

Impact of Technology Infusion on System Complexity and Modularity

2015 ◽  
Author(s):  
GwangKi Min ◽  
Eun Suk Suh ◽  
Katja Hölttä-Otto
Keyword(s):  
System Performance ◽  
New Technologies ◽  
Life Cycles ◽  
System Complexity ◽  
Host System ◽  
Technology Infusion ◽  
Long Life ◽  
Impact Of Technology ◽  
The Impact ◽  
Over Time

Complex systems often have long life cycles with requirements that are likely to change over time. Therefore, it is important to be able to adapt the system accordingly over time. This is often accomplished by infusing new technologies into the host system in order to update or improve overall system performance. However, technology infusion often results in a disruption in the host system. This can take the form of a system redesign or a change in the inherent attributes of the system. In this study, we analyzed the impact of technology infusion on system attributes, specifically the complexity and modularity. Two different systems that were infused with new technologies were analyzed for changes in complexity and modularity.

scholarly journals The impact of brand concept on brand equity

2017 ◽  
Vol 11 (2) ◽  
pp. 233-245 ◽  
Author(s):  
Joo-Eon Jeon
Keyword(s):  
Brand Equity ◽  
Emotional Attachment ◽  
Brand Performance ◽  
Brand Relationships ◽  
Content Type ◽  
Customer Commitment ◽  
Brand Relationship ◽  
Brand Concept ◽  
The Impact ◽  
The Relationship

PurposeResearches on the impact brand equity have grown considerably in recent years, as it has been shown to have significant impact on a company’s financial performance. This paper aims to empirically test the relationships between brand concepts and brand equity, while exploring the mediating roles of emotional attachment and customer commitment. Design/methodology/approachThe research investigates the effect of brand concept on the customer–brand relationship and brand performance. Additionally, it examines how the relationship between brand concept and brand equity is mediated by customer–brand relationships such as emotional attachment and commitment. FindingsThe results empirically demonstrate the important contribution of the three brand concepts to brand equity. The results empirically demonstrate the important contribution of the three-brand concept to customer commitment and to brand equity that has been predicted by prior research. Originality/valueThe main contribution of this study is to demonstrate the effects of the brand concepts related to aesthetic, functional and symbolic benefits on brand equity. From this, brand equity may be viewed as a link in the path of effects that indirectly connects brand concepts with market performance. Brand concept, emotional attachment and customer commitment are relevant constructs underlying brand equity, and commitment and loyalty are key mediating variables in relational exchanges.

scholarly journals La sustentabilidad en tiendas de conveniencia de la ciudad industrial en Villahermosa. Tabasco, para el desarrollo de una propuesta

2019 ◽  
pp. 23-27
Author(s):  
Nancy Estela Arias-Rodríguez ◽  
Juana María Morejón-Sánchez ◽  
Casandra Angeles-Guzmán ◽  
Yaitla Aitza Reyes-Osorio
Keyword(s):  
Environmental Variables ◽  
The Self ◽  
Cultural Economic ◽  
Convenience Stores ◽  
Surrounding Environment ◽  
Context Variables ◽  
Local Contexts ◽  
Self Service ◽  
The Impact ◽  
Theoretical Foundations

This research analyzes the sustainability of the convenience stores of the industrial cd in Villahermosa, Tabasco. Considering the behavior of the research variable (sustainability) in different international, national and local contexts. As well as the theoretical foundations on which this variable is based. A diagnosis is made on the sustainability of convenience stores, generating a comprehensive scenario, in order to design a proposal. The tool that was used was the Likert scale from which an instrument was designed to determine how each of the cultural, economic, social, political, technological and environmental variables (independent or context variables) influence the research variable (sustainability of convenience stores). These context variables are in constant changes and movements and directly influence the convenience stores either positively or negatively. The instrument was applied in the convenience stores of the industrial cd of Villahermosa, Tabasco, in order to obtain decisive results for the sustainability of the self-service stores, the Excel tool version 2010 was used, in which tables were obtained and graphics, simplifying the content of the data giving specific and necessary results for the development of the proposal. From the results obtained, a model is designed to improve the sustainability of the convenience stores of the industrial cd in Villahermosa Tabasco, which will achieve a growth that will be strongly linked to social responsibility to provide attention to the workers who are part of them and the reduction of the impact on the surrounding environment. Ensuring the competitiveness profitability and permanence of convenience stores.

Consumer responses to the failure of self-service banking technology: moderating role of failure stability

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nedra Bahri Ammari ◽  
Abir Hsouna ◽  
Mounia Benabdallah ◽  
Anish Yousaf ◽  
Abhishek Mishra
Keyword(s):  
Word Of Mouth ◽  
Positive Impact ◽  
Negative Word ◽  
The Self ◽  
Content Type ◽  
Consumer Dissatisfaction ◽  
Self Service ◽  
The Stability ◽  
Self Service Technology ◽  
The Impact

PurposeThe purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.Design/methodology/approachThe proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.FindingsThe study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.Practical implicationsBanks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.Originality/valuePrevious works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.

A Preliminary Look at the Development on Websites of Higher Education Institutions

2011 ◽  
pp. 414-429
Author(s):  
Harrison Hao Yang ◽  
Na Yao ◽  
Pinde Chen
Keyword(s):  
Higher Education ◽  
Social Media ◽  
Web 2.0 ◽  
Higher Education Institutions ◽  
Online Communication ◽  
Digital Citizenship ◽  
Multimedia Resources ◽  
Self Service ◽  
The Impact ◽  
Social Networking Tools

This chapter provides an overview of websites of higher education institutions. It then discusses the impact of emergent Web 2.0 technologies and social media on the online communication and society, and presents a study focusing on trends and issues of the development on websites of higher education institutions. The results of the study in this chapter indicates that under the influence of Web 2.0 and social media, websites of higher education institutions have been developed on: building a strong sense of community via embedding social networking tools, endorsing open education via sharing multimedia resources, and enriching users’ experience via offering self-service. The study also indicates that in order to develop effective websites, authenticity and digital citizenship should be considered and managed by administrators and technologists of higher education institutions.

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