Service Quality Delivery Through Self-Service Technologies: A Review of Extant Knowledge and Research Agenda

林俊昇(Chris Jiun-Sheng Lin) ； 謝佩玲(Pei-Ling Hsieh)

《行銷科學學報》 5卷1期 (2009/10) Pp. 1-34

摘要

隨著資訊科技的發達與人力成本的不斷攀升，越來越多公司開始採用自助服務科技來降低成本與增加服務效率，同時亦可提供顧客更多方便自主的服務選項，滿足顧客需求，因此自助服務科技服務品質議題日顯重要。然過去有關電子科技服務品質的研究，多為網路服務品質之研究，甚少有探討自助服務科技服務品質的相關研究。本研究回顧174篇各管理領域相關研究，整理出自助服務科技品質的主要相關構面，探討其前因後果，並提出未來研究方向。

關鍵字

服務品質 ； 自助服務科技 ； 文獻回顧

並列摘要

Advances in information technologies have led to a rapid growth in the number of self-service technologies (SSTs) as well as in increase in the role technology plays in customer interactions with the firm. Evidence exists that service quality delivery through SSTs is an essential strategy to success. Extensive research on Internet service quality has been performed, however, issues concerning consumers' evaluation of SST encounters remain under-studied. This paper reviews and synthesizes 174 related journal articles concerned with SST service quality from various research fields, proposing major SST service quality dimensions and its antecedents/consequences. A research agenda is then developed for future research.

並列關鍵字

Service quality ； Self-service technologies ； Literature review

參考文獻

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