The researches about service encounters often aimed at the interaction between customers and employees before. With the development of technology, it has been introduced into service industry to assist with service providing. Not only did technology change the original relation of interpersonal contact, but also it replied the interaction between customers and employees. Therefore, this study explored the change of entire satisfaction sources after the technology infusion in service encounters from the customer¡¦s point of view.
There were two stages in this study. The first stage was an exploratory research and sampled from the customers in the largest chain of hair beauty in Kouhsiung. Using critical incidence technique to collect and analyze the data, we found the entire satisfaction/dissatisfaction sources and compared the difference between technology infusion or not. The second stage was a conclusive research and sampled from the female students in the dormitory in National Sun Yet-san University. The findings from the first stage were proved by experimental design and ANOVA. There were five findings in this study.
1. The satisfaction/dissatisfaction factors were categoried to five sources. They were reliability (core servie, service performance resulting from technology infusion, and comprehensive performance), responsiveness (flexible service precess and dealing with the special conditions), Assurance (good communication and professional performance or courtesy of non-core service), Empathy (service manners and customerized service), and tangibles (environment and atmosphere, technology and equipments).
2. Technology infusion in service encounters could increase entire customer satisfaction and decrease entire customer dissatisfaction.
3. Besides technology itself could directly influence the customer satisfaction, the company could elevate the level of customer satisfacton by indirectly improving the interpersonal interatction in service encounters.
4. The perceived reliability influenced the intention of using new technology, the company image of improving continuously and the morden image. Assurance influenced the intention of using new technology, the company image of concerning about customer and recommendation intention.
5. The higher the assurance was, the higher satisfaction of technology infusion in service encounters could be.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0628101-111130 |
| Date | 28 June 2001 |
| Creators | Hung, Jui-Min |
| Contributors | none, none, none |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0628101-111130 |
| Rights | off_campus_withheld, Copyright information available at source archive |
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