THE EFFECT OF SCRIPT CHANGE ON CONSUMERS’ ACCEPTANCE OF AUTOMATED FRONTLINE SERVICE ENCOUNTERS
(주)코리아스칼라
- 최초 등록일
- 2023.07.17
- 최종 저작일
- 2023.07
- 5페이지/ 어도비 PDF
- 가격 4,000원
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서지정보
ㆍ발행기관 : 글로벌지식마케팅경영학회(GFMC)
ㆍ수록지정보 : Global Marketing Conference
ㆍ저자명 : Nguyen Phuong Bao Chau
영어 초록
Automation of frontline service encounters, or the replacement of frontline employees by technologies, is increasingly more common. This new service style, often called self- service, has attracted the attention of service providers who are looking to cut costs (Lin & Hsieh, 2007; Walker et al., 2002) and increase efficiency (Bitner et al., 2002; Curran et al., 2003; Dabholkar, 1996). On the other hand, a major disadvantage of self-service is that it puts the burden of service delivery on consumers (Lu et al., 2019). In other words, the introduction of self-service means a shift from consumers being served by frontline employees to their serving themselves by interacting with technologies. This means that consumers’ acceptance is key for self-service to be implemented successfully.
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