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

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.



Citation:

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, Stacy Wood, and , Duluth, MN : Association for Consumer Research, Pages: 662-663.

Authors

Anne Scherer, ETH Zurich, Switzerland
Florian v. Wangenheim, ETH Zurich, Switzerland



Volume

NA - Advances in Consumer Research Volume 42 | 2014



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