Interpersonal service quality, self-service technology (SST) service quality, and retail patronage

被引：79

作者：

Lee, Hyun-Joo ^{[1
]}

Yang, Kiseol ^{[2
]}

机构：

[1] Oklahoma State Univ, Dept Design Housing & Merchandising, Human Sci 439, Stillwater, OK 74078 USA

[2] Univ North Texas, Sch Merchandising & Hospitality Management, Denton, TX 76203 USA

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2013年 / 20卷 / 01期

关键词：

Interpersonal service quality; Self-service technology (SST) service; quality; Retail patronage; Individual characteristics;

D O I：

10.1016/j.jretconser.2012.10.005

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The main purpose of this study is to examine how two components of interactive service quality (interpersonal service quality and self-service technology service quality) are related to retail patronage. This study also aims to identify the moderating effects of individual characteristics. The results indicate that two components of interactive quality are greatly related to retail patronage intentions. The moderating effects of technology anxiety, need for interaction, and age are also partially supported. To increase retail patronage, it is very important to focus on improving self-service technology service quality as well as interpersonal service quality. The results from this study also provide retail managers with a detailed understanding of how individual characteristics influence retail patronage intentions. Published by Elsevier Ltd.

引用

页码：51 / 57

页数：7

共 50 条

[1] Service quality on self-service technology in Malaysian retail industry
Fam, S. F.
Othman, N. A.
Siah, J. W.
Musa, H.
[J]. PROCEEDINGS OF MECHANICAL ENGINEERING RESEARCH DAY 2017 (MERD), 2017, : 259 - 261
[2] An integrated model of self-service technology (SST) usage in a retail context
Demoulin, Nathalie T. M.
Djelassi, Souad
[J]. INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, 2016, 44 (05) : 540 - 559
[3] Gender differences in consumer evaluations of service quality: self-service kiosks in retail
Lee, Hyun-Joo
Fairhurst, Ann
Cho, Hyeon Jeong
[J]. SERVICE INDUSTRIES JOURNAL, 2013, 33 (02): : 248 - 265
[4] QUALITY WITH SELF-SERVICE + DESIGN FOR CONTEMPORARY RETAIL SALES
VISICK, J
[J]. DESIGN, 1975, (324): : 46 - 49
[5] Service Quality of Social Media-Based Self-Service Technology in the Food Service Context
Pai, Chen-Kuo
Wu, Ze-Tian
Lee, Seunghwan
Lee, Jaeseok
Kang, Sangguk
[J]. SUSTAINABILITY, 2022, 14 (20)
[6] Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction
Iqbal, Muhammad Shahid
Ul Hassan, Masood
Habibah, Ume
[J]. COGENT BUSINESS & MANAGEMENT, 2018, 5 (01):
[7] Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector
Ul Hassan, Masood
Iqbal, Muhammad Shahid
Habibah, Ume
[J]. SAGE OPEN, 2020, 10 (02):
[8] Self-service with a smile? Self-service technology (SST) encounters among Canadian business-to-business
Pujari, D
[J]. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2004, 15 (02): : 200 - 219
[9] Self-service technology and the service encounter
Beatson, Amanda
Lee, Nick
Coote, Leonard V.
[J]. SERVICE INDUSTRIES JOURNAL, 2007, 27 (1-2): : 75 - 89
[10] Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human interaction Service and Self-Service Technology
Park, Soona
Kwun, David J.
Park, Jeong-Yeol
Bufquin, Diego
[J]. INTERNATIONAL JOURNAL OF HOSPITALITY & TOURISM ADMINISTRATION, 2022, 23 (05) : 931 - 958

← 1 2 3 4 5 →