Self Service Technologies-Based Customer Satisfaction in Retailing: Technology Preference and Self-drive Service
Under the press of cost increasing due to financial crisis and consumers’ cuts in spending, retailers recognize that greater understanding of consumers can enhance customer satisfaction and retail performance. With developing technologies introduced into an existing SSTs-based service market, it provides new opportunities for retailers and consumers. In this paper, the authors introduce a new aspect for investigating the satisfaction in retailing, that is technology preference as relevant external factors and their level of self-service drive as the consumer traits related to SST together resulting in different levels which we classify under four: loyalty solidification, orientation satisfaction, dissatisfaction, and basics. For each level, the authors summarize key concepts. Then the paper inducts new customer satisfaction paradigm to highlight dynamic model and importance of continuous advance in higher satisfaction. Consequently, it is equally vital to retailing managers who should better understanding the source of SSTs-based customer satisfaction and of which stage are their customers in, especially the coming forth newer SSTs that may entirely change the nature of service in retailing market.
SSTs-based customer satisfaction technology preference self-drive service SST
Zuchen Liang Zhen Yan Shengyu Wen Ping Tang Yuanfei Lin
College of Business Administration Zhe Jiang University of Technology, Hangzhou, China
国际会议
The Third International Conference on Operations and Supply Chain Management(第三届运营与供应链管理国际会议)
武汉
英文
755-760
2009-07-28（万方平台首次上网日期，不代表论文的发表时间）