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

University dissertation from Lund Business Press, Institute of Economic Research, P.O. Box 7080, SE-220 07 LUND, Sweden

Abstract: 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.

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