|
Sign In to gain access to subscriptions and/or personal tools.
|
Technology Infusion in Service Encounters
Mary Jo Bitner
Stephen W. Brown
Arizona State University
Matthew L. Meuter
Villanova University
Service encounters are critical in all industries, including those that have not been traditionally defined as service industries. The increasing deployment of technology is altering the essence of service encounters formerly anchored in a "low-tech, high-touch" paradigm. This article explores the changing nature of service, with an emphasis on how encounters can be improved through the effective use of technology. The authors examine the ability of technology to effectively (1) customize service offerings, (2) recover from service failure, and (3) spontaneously delight customers. The infusion of technology is examined as an enabler of both employees and customers in efforts to achieve these three goals. Although the infusion of technology can lead to negative outcomes and may not be embraced by all customers, the focus of this article is on the benefits of thoughtfully managed and effectively implemented technology applications. Past research and industry examples are featured and future research directions and managerial implications are highlighted.
Journal of the Academy of Marketing Science, Vol. 28, No. 1,
138-149 (2000)
DOI: 10.1177/0092070300281013
 CiteULike  Complore  Connotea  Del.icio.us  Digg  Reddit  Technorati  Twitter What's this?
This article has been cited by other articles:
|
|
|
|
 
B. Cova and D. Dalli
Working consumers: the next step in marketing theory?
Marketing Theory,
September 1, 2009;
9(3):
315 - 339.
[Abstract]
[PDF]
|
|
|
|
|
|
|
U. Lenka, D. Suar, and P. K.J. Mohapatra
Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks
Journal of Entrepreneurship,
March 1, 2009;
18(1):
47 - 64.
[Abstract]
[PDF]
|
|
|
|
|
|
|
M. J. Reinders, P. A. Dabholkar, and R. T. Frambach
Consequences of Forcing Consumers to Use Technology-Based Self-Service
Journal of Service Research,
November 1, 2008;
11(2):
107 - 123.
[Abstract]
[PDF]
|
|
|
|
|
|
|
L. Patricio, R. P. Fisk, and J. Falcao e Cunha
Designing Multi-Interface Service Experiences: The Service Experience Blueprint
Journal of Service Research,
May 1, 2008;
10(4):
318 - 334.
[Abstract]
[PDF]
|
|
|
|
|
|
|
N. Coviello, H. Winklhofer, and K. Hamilton
Marketing Practices and Performance of Small Service Firms: An Examination in the Tourism Accommodation Sector
Journal of Service Research,
August 1, 2006;
9(1):
38 - 58.
[Abstract]
[PDF]
|
|
|
|
|
|
|
R. Sousa and C. A. Voss
Service Quality in Multichannel Services Employing Virtual Channels
Journal of Service Research,
May 1, 2006;
8(4):
356 - 371.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. E. Collier and C. C. Bienstock
Measuring Service Quality in E-Retailing
Journal of Service Research,
February 1, 2006;
8(3):
260 - 275.
[Abstract]
[PDF]
|
|
|
|
|
|
|
E. Gustavsson and B. Czarniawska
Web Woman: The On-line Construction of Corporate and Gender Images
Organization,
September 1, 2004;
11(5):
651 - 670.
[Abstract]
[PDF]
|
|
|
|
|
|
|
P. R. Magnusson, J. Matthing, and P. Kristensson
Managing User Involvement in Service Innovation: Experiments with Innovating End Users
Journal of Service Research,
November 1, 2003;
6(2):
111 - 124.
[Abstract]
[PDF]
|
|
|
|
|
|
|
A. de Jong, K. de Ruyter, and J. Lemmink
The Adoption of Information Technology by Self-Managing Service Teams
Journal of Service Research,
November 1, 2003;
6(2):
162 - 179.
[Abstract]
[PDF]
|
|
|
|
|
|
|
Z. Iqbal, R. Verma, and R. Baran
Understanding Consumer Choices and Preferences in Transaction-Based e-Services
Journal of Service Research,
August 1, 2003;
6(1):
51 - 65.
[Abstract]
[PDF]
|
|
|
|
|
|
|
B. B. Holloway and S. E. Beatty
Service Failure in Online Retailing: A Recovery Opportunity
Journal of Service Research,
August 1, 2003;
6(1):
92 - 105.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. M. Curran, M. L. Meuter, and C. F. Surprenant
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
Journal of Service Research,
February 1, 2003;
5(3):
209 - 224.
[Abstract]
[PDF]
|
|
|
|
|
|
|
P. D. Berger, R. N. Bolton, D. Bowman, E. Briggs, V. Kumar, A. Parasuraman, and C. Terry
Marketing Actions and the Value of Customer Assets: A Framework for Customer Asset Management
Journal of Service Research,
August 1, 2002;
5(1):
39 - 54.
[Abstract]
[PDF]
|
|
|
|
|
|
|
A. S. Mattila and C. A. Enz
The Role of Emotions in Service Encounters
Journal of Service Research,
May 1, 2002;
4(4):
268 - 277.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. A. Siguaw, C. A. Enz, and K. Namasivayam
Adoption of Information Technology in U.S. Hotels: Strategically Driven Objectives
Journal of Travel Research,
November 1, 2000;
39(2):
192 - 201.
[Abstract]
[PDF]
|
|
|
|
|
|
|
A. Parasuraman
Technology Readiness Index (Tri): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies
Journal of Service Research,
May 1, 2000;
2(4):
307 - 320.
[Abstract]
[PDF]
|
|
|
|
|
|
|
A. Parasuraman and D. Grewal
Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview
Journal of the Academy of Marketing Science,
January 1, 2000;
28(1):
9 - 16.
[Abstract]
[PDF]
|
|
|
|
|
|
|
A. Parasuraman and D. Grewal
The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda
Journal of the Academy of Marketing Science,
January 1, 2000;
28(1):
168 - 174.
[Abstract]
[PDF]
|
|
|
|
|
