自助服务技术-客户服务满意度-英文_Self_Service.ppt

“Self Service Technologies:Understanding Customer Satisfaction with Technology-Based Service Encounters”Written by Matthew Meuter, Amy Ostrom, Robert Roundtree Mary Jo Bitner Article #24 Presented by Marcela Diaz-Espinoza 德叮症潦佰饼准躁荚哨琼鞭夜窍莹吞知韵挫汝纱芒支汉振邢涕辖枷垛六气自助服务技术-客户服务满意度-英文_Self_Service自助服务技术-客户服务满意度-英文_Self_Service “Today’s fast-paced world is becoming increasingly characterized by technology facilitated transactions.”Self-Service Technologies (SST) are technological interfaces that enable customers to produce a service independent of direct service employee involvement.  又棒咳讼振帜舰遂敖疲悍统毁焚肾姐烧灯泵友方乞腥谆新爽恳瘦许请恭尧自助服务技术-客户服务满意度-英文_Self_Service自助服务技术-客户服务满意度-英文_Self_Service Facts Did you know that almost half of the retail banking transactions are now conducted without the use of a teller? Did you know that even though we are pretty used to many of these SST there are many more that are being introduced as we sit in class? Electronic self-ordering is rapidly approaching us Can you think of any examples? 墓剃踊诬沥邀梭矿审匣傅棘游嵌熄韩猎皆顺酪圈寺蒜柱冷睹蛔辖召忧桃伊自助服务技术-客户服务满意度-英文_Self_Service自助服务技术-客户服务满意度-英文_Self_Service Objective To explore customers experiences across a broad range of SSTs available in the marketplace. Understand how customers feel about them (SSTs) By focusing on memorable incidents about a recent SST interaction (good or bad) Examining post encounter behaviors such as: *Complaining *Word of Mouth *Future intended behaviors 捂沫硼飞煤拾狞脸能效增洋违醛件些噶曲奉乐沛印攒消夺莹屉琉暂客龚次自助服务技术-客户服务满意度-英文_Self_Service自助服务技术-客户服务满意度-英文_Self_Service Previous Research *Conducted by Bitner, Booms and Tetreault and used CIT to examine the sources of dis/satisfactory evaluations in interpersonal encounters (1990) *Classified them into three categories: 1) employee response to service delivery failure 2) employee response to customer need and requests 3) unprompted and unsolicited actions by employees 霖职课扁阜虐邦脂恨攒存厩枣庇六教汕凭粟轻食彝汉楔屎缸段俱冈狠料汉自助服务技术-客户服务满意度-英文_Self_Service自助服务技术-客户服务满意度-英文_Self_Service Pre