Self-service versus human interaction in private consumption: The moderating role of brand personality

We explored how consumer attitudes toward service delivery types (self-service technology vs. face-to-face) differ in a private consumption context depending on the brand personality (underdog brand vs. top- dog brand). Using banking service (Study 1) and hotel service (Study 2) scenarios, we empirically investigated the interaction effects between service delivery types and brand personalities on consumer attitudes. The results indicate that for humanized underdog brands consumers showed a more positive attitude toward self-service technologies than toward face-to-face services. However, for the top-dog brands there were no significant moderation effects. Thus, when managers in the marketing field are planning to regulate new directions for their service policy, they need to be very cautious by considering both consumption context and brand personality. We have theoretically and practically expanded the existing literature on service delivery by focusing on private consumption services.

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

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.

Does social class matter in recovering self-service technology failures?

Purpose This paper aims to examine the interaction effect among the subjective social class, service level and recovery type on post-failure service evaluations (recovery satisfaction and willingness to spread positive word-of-mouth). Design/methodology/approach A total of 270 US consumers were recruited via Amazon MTurk. This study adopted a 2 (Subjective social class: high vs low) × 2 (Service level: luxury vs mid-scale) × 2 (Recovery type: customer self-recovery vs joint recovery) between subjects’ factorial design using a scenario-based survey method. Findings The results from the three-way multivariate analysis of covariance confirmed that a joint recovery is ineffective for high subjective social class individuals in a mid-scale hotel setting. Moreover, the moderated mediation analysis revealed that this tendency can be explained by high subjective social class individuals’ tendency to attribute blame externally to self-service technologies (SSTs). Practical implications The results of this study suggest that mid-scale hotels should deploy employees in the SST service area based on the profile of their main customers. If a mid-scale hotel is positioning itself to appeal to high subjective social class customers, then employees should be aware of the fact that customers may not be highly satisfied if they receive assistance. Originality/value This study expands the current knowledge on customers’ psychological differences based on subjective social class. Furthermore, the findings of this study contribute to academia by providing evidence of external attribution among high subjective social class individuals.

Self-Service Technology Berbasis Android Menggunakan RestFul Web Service Pada Bisnis Restoran

The process of ordering food and beverage menus at the Meatzilla restaurant still uses paper and stationery. Constraints that are often encountered are when restaurant visitors are crowded, but waiters are limited, often mistaken of orders and loss and order of paper orders and various other obstacles. This can cause feelings of disappointment and negative impressions which will certainly result in reduced customer satisfaction. This study aims to produce mobile device software that can support the running of food and beverage ordering systems at Meatzilla Restaurant self-service so that orders arrive quickly and right desires. This system is made using XML and java programming language with android studio tools version 3.5.3. Research in the form of case studies, software design methods using extreme programming models and system modeling tools using Unified Modeling Language (UML). This system is connected to the internet network where the admin, cashier, kitchen and customers are integrated with a restful web service. The final result of this study is a food and beverage ordering system consisting of 4 (four) parts, namely customer and admin software that is accessed by using a smartphone and the cashier and kitchen which is accessed by a PC / laptop. this system is very helpful in facilitating the management of customer orders.

A Research Paper on G-mart: The E-Commerce Website

E-commerce is a boom in the modern business. E-commerce means electronic commerce. E- commerce (Electronic commerce) involves buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, predominantly the Internet. E-commerce (Electronic commerce) is a paradigm shift influencing both marketers and the customers. Rather e-commerce is more than just another way to boost the existing business practices. It is leading a complete change in traditional way of doing business. This significant change in business model is witnessing a tremendous growth around the globe and India is not an exception. A massive internet penetration has added to growth of E-commerce and more particularly start-ups have been increasingly using this option as a differentiating business model. Moreover, E-Commerce has significant influences on the environment. Although the model is highly used in current business scenario but the option has not been explored at its fullest. The current research has been undertaken to describe the scenario of E-Commerce, analyze the trends of E-Commerce. The study further examines the key variables imperative for the success of E-commerce business models. Keywords: E-Commerce, Internet, Self-service, Technology, Internet banking.

Perceptions of self-service technology in the small, rural public library of New Zealand: Self-issue @ Selwyn Library – a case study

<p>Self-service technologies are prevalent in our society, and libraries are no exception. The general consensus emerging from the literature outlines the main benefits of self-service implementation: namely resource saving and enhanced customer services. However a more negative view emphasises potential challenges such as cost, staff and customer resistance, as well technical difficulties, not to mention the “dehumanizing of the library”. Much of this current research has tended to focus on the experiences of larger urban libraries with correspondingly large budgets and economies of scale. To address an apparent gap in the literature, this paper aimed to find out how well self-service is accepted in the small, rural public library of New Zealand by conducting a case study on one technology at one library: self-issue at Selwyn Library. A threefold approach was taken: first the statistics were analysed to give a picture of what was happening in terms of self-issue usage; second, staff were interviewed to get their insights and viewpoints; third, customers, both users and non-users of self-issue, were surveyed for their perspectives. The study concluded that self-issue did have a place within the small rural New Zealand public library context. Though some barriers existed there was a section of library customers who embraced it and staff were positive about the potential benefits self-issue could effect. The context also meant that there was a degree of flexibility that may be unavailable to larger institutions. The dual characteristics of not having expensive security systems to integrate with coupled with close customer relationships, allowed smaller libraries to try their own self-issue systems without exorbitant expenditure. The study’s main limitation is that it is based on the experiences and data from one library which has only had self-issue for just over a year, and the particular situation that exists there may not be applicable to other libraries.</p>

Perceptions of self-service technology in the small, rural public library of New Zealand: Self-issue @ Selwyn Library – a case study

<p>Self-service technologies are prevalent in our society, and libraries are no exception. The general consensus emerging from the literature outlines the main benefits of self-service implementation: namely resource saving and enhanced customer services. However a more negative view emphasises potential challenges such as cost, staff and customer resistance, as well technical difficulties, not to mention the “dehumanizing of the library”. Much of this current research has tended to focus on the experiences of larger urban libraries with correspondingly large budgets and economies of scale. To address an apparent gap in the literature, this paper aimed to find out how well self-service is accepted in the small, rural public library of New Zealand by conducting a case study on one technology at one library: self-issue at Selwyn Library. A threefold approach was taken: first the statistics were analysed to give a picture of what was happening in terms of self-issue usage; second, staff were interviewed to get their insights and viewpoints; third, customers, both users and non-users of self-issue, were surveyed for their perspectives. The study concluded that self-issue did have a place within the small rural New Zealand public library context. Though some barriers existed there was a section of library customers who embraced it and staff were positive about the potential benefits self-issue could effect. The context also meant that there was a degree of flexibility that may be unavailable to larger institutions. The dual characteristics of not having expensive security systems to integrate with coupled with close customer relationships, allowed smaller libraries to try their own self-issue systems without exorbitant expenditure. The study’s main limitation is that it is based on the experiences and data from one library which has only had self-issue for just over a year, and the particular situation that exists there may not be applicable to other libraries.</p>

Antecedents and Consequences of Trust and Loyalty in Physical Banks Affecting Mobile Payments

The way of payment has changed in recent years: people have turned away from physical payment methods to virtual payment methods. The traditional banking industry is facing challenges brought by new technologies. The main purpose of this study is to investigate customer trust and loyalty transferring from physical banks to mobile payments because mobile payment platforms are a self-service technology. The goal is to create an eco-platform to facilitate transition from a cash-based economy to a cashless economy. This study is the first attempt to integrate platform management, electronic marketing (online trust and online loyalty), and relationship marketing (offline trust and offline loyalty) into one model. We theoretically and empirically take certain factors into consideration to further explore the transfer impact of physical to mobile payments, which is not discussed in literature. The SEM (structural equation modelling) analysis from the 353 respondents in this study found that trust from both the physical and mobile contexts has positively influenced loyalty. Additionally, customers’ trust and loyalty transfer from the physical to the mobile environment has had a significantly positive effect between the physical and mobile environment. Corporate reputation and structure assurance have also significantly positively affected physical trust and mobile trust, respectively. The findings also reveal that the structure assurance plays an essential role in mobile payment. Users may have certain concerns about the procedure of transactions and their personal information. Theoretical and practical implications are provided.