Customer-Perceived Service-Quality and Technology-Based Self-Service

Summary, in English

This doctoral thesis deals with consumers’ attitudes towards serving them-selves with machines rather than being served by personnel. Its aim is to contribute to the theory of perceived service quality by providing a better understanding of customers’ attitudes and preferences when using technology-based self-service. In addition to aspects of service dealt with by traditional service-quality research, this study also deals with those characteristics of the customer that are likely to influence the evaluation of these forms of service delivery. Two empirical studies of self-checkouts are presented, one in a grocery store and one in a public library. Methodologically, the research process is built on three qualitative field studies validated by statistical analysis of two quantitative field studies.

• Author: Johan Anselmsson
• Department/s: Department of Business Administration
• Publishing year: 2001
• Language: English
• Document type: Dissertation
• Publisher: Lund Business Press
• Topic: Business Administration
• Keywords: Nationalekonomi; economic policy; economic systems; economic theory; econometrics; Economics; service technology; customer characteristics; self-service technology; service marketing; Service quality; technology-based self-service; ekonometri; ekonomisk teori; ekonomiska system; ekonomisk politik; Management of enterprises; Företagsledning; management
• Status: Published
• Supervisor: [unknown] [unknown]
• ISBN/ISSN/Other: ISBN: 91-974074-1-0; ISRN: LUSADGSAEK-01-1069
• Defence date: 28 September 2001
• Defence time: 10:00
• Defence place: Ekonomicentrum, EC3:207
• Opponent: Ko de Ruyter (Professor)