Service With a Smile Or Screen? How Replacing Personnel With Machines Affects Customers’ Satisfaction With a Service

Anne Scherer, ETH Zurich, Switzerland
Florian v. Wangenheim, ETH Zurich, Switzerland
This research addresses the questions 1) whether customer satisfaction with an identical service outcome differs between personal and technology-based self-service encounters and 2) why and when satisfaction differs. Building on the person-sensitivity bias, this study proposes and finds that customers evaluate personal services in more extreme manners than technology-based services.
[ to cite ]:
Anne Scherer and Florian v. Wangenheim (2014) ,"Service With a Smile Or Screen? How Replacing Personnel With Machines Affects Customers’ Satisfaction With a Service", in NA - Advances in Consumer Research Volume 42, eds. June Cotte and Stacy Wood, Duluth, MN : Association for Consumer Research, Pages: 662-663.