科技介入型服务接触研究述评
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外国经济与管理 2008 年 第 30 卷第 09 期, 页码：14 - 21
摘要
参考文献
摘要
随着科学技术的日新月异,科技在服务接触中的应用对传统人际互动本质的影响越来越不容忽视,科技介入型服务接触被视为未来十年服务管理面临的最重要挑战。本文对科技介入型服务接触的概念、分类、特性、测量以及相关实证研究进行了述评,并提出了未来可能的研究方向和若干建议。
[1]Meuter,M L,Ostrom,A L,and Roundtree,R I.Self-service technologies:Understanding customer satisfaction with technology-based service encounters[J].Journal of Marketing,2000,64(3):50-64.
[2]Hoffman,K Douglas,and Turley,L W.Atmospherics,service encounters and consumer decision making:An integrative perspective [J].Journal of Marketing Theory & Practice,2002,10(3):33-47.
[3]Solomon,M R,Surprenant,C,and Czepiel,J A.A role theory perspective on dyadic interactions:The service encounter[J ].Journal of Marketing,1985,49(1):99-111.
[4]Shostack,G.The service encounter:Managing employee/customer interaction is service business[M].Lexington,MA:Lexington Books,1985:243-254.
[5]Bitner,Mary Jo.Self-service technologies:What do customer's expect?[J].Marketing Management,2001,10(1):10-11.
[6]Amanda,B,Nick,L,and Leonard,C V.Self-service technology and the service encounter[J].Service Industries Journal,2007,27(1):75-89.
[7]Keillor,Bruce D,Lewison,Dale,Hult,G,and Tomas,M.The service encounter in a multi-national context[J].Journal of Services Mar- keting,2007,21(6):451-461.
[8]Meuter,M L,Bitner,Mary Jo,Ostrom,A L,and Brown,Stephen W.Choosing among alternative service delivery modes:An investiga- tion of customer trial of self-service technologies[J].Journal of Marketing,2005,69(2):61-83.
[9]Bobbitt,L Michelle,and Dabholkar,Pratibha A.Integrating attitudinal theories to understand and predict use of technology-based self -service[J].International Journal of Service Industry Management,2001,12(5):423-450.
[10]Dabholkar,Pratibha A,and Abston,Kristie A.The role of customer contact employees as external customers:A conceptual frame- work for marketing strategy and future research[J].Journal of Business Research,2008,61(9):959-967.
[11]Amanda,B,Leonard,C V,and John,R M.Determining consumer satisfaction and commitment through self-service technology and personal service usage[J].Journal of Marketing Management,2006,22(7/8):853-882.
[12]Parasuraman,A.The impact of technology of the quality-value-loyalty chain:A research agenda[J].Journal of the Academy of Mar- keting Science,2000,28(1):156-174.
[13]Cowles,D L,Pamela,K,and Michaei,W L.Using key informant insights as a foundation for e-retailing theory development[J].Jour- nal of Business Research,2002,55(8):629-636.
[14]Kuang-Jung Chen.Technology-based service and customer satisfaction in developing countries[J].International Journal of Manage- ment,2005,22(2):307-318.
[15]Teck-Yong Eng,and Giulia Quaia.Strategies for improving new product adoption in uncertain environments:A selective review of the literature[J].Industrial Marketing Management,2008,37(4):421-431.
[16]Colby,C L,and Parasuraman,A.Technology still matters[J].Marketing Management,2003,12(4):28-33.
[17]Meuter,M L,Ostrom,A L,and Bitner,Mary Jo.The influence of technology anxiety on consumer use and experiences with self- service technologies[J].Journal of Business Research,2003,56(11):899-906.
[18]Bitner,Mary Jo,Brown,S W,and Meuter,M L.Technology infusion in service encounters[J].Journal of the Academy of Marketing Science,2000,28(1):138-149.
[19]Dabholkar,Pratibha A,and Overby,Jeffrey W.An investigation of real estate agent service to home sellers:Relevant factors and attri- butions[J].Service Industries Journal,2006,26(5):557-579.
[20]Heinonen Kristina.The role of digital service encounters on customers'perceptions of companies[J].Journal of Electronic Commerce in Organizations,2008,6(2):1-10.
[2]Hoffman,K Douglas,and Turley,L W.Atmospherics,service encounters and consumer decision making:An integrative perspective [J].Journal of Marketing Theory & Practice,2002,10(3):33-47.
[3]Solomon,M R,Surprenant,C,and Czepiel,J A.A role theory perspective on dyadic interactions:The service encounter[J ].Journal of Marketing,1985,49(1):99-111.
[4]Shostack,G.The service encounter:Managing employee/customer interaction is service business[M].Lexington,MA:Lexington Books,1985:243-254.
[5]Bitner,Mary Jo.Self-service technologies:What do customer's expect?[J].Marketing Management,2001,10(1):10-11.
[6]Amanda,B,Nick,L,and Leonard,C V.Self-service technology and the service encounter[J].Service Industries Journal,2007,27(1):75-89.
[7]Keillor,Bruce D,Lewison,Dale,Hult,G,and Tomas,M.The service encounter in a multi-national context[J].Journal of Services Mar- keting,2007,21(6):451-461.
[8]Meuter,M L,Bitner,Mary Jo,Ostrom,A L,and Brown,Stephen W.Choosing among alternative service delivery modes:An investiga- tion of customer trial of self-service technologies[J].Journal of Marketing,2005,69(2):61-83.
[9]Bobbitt,L Michelle,and Dabholkar,Pratibha A.Integrating attitudinal theories to understand and predict use of technology-based self -service[J].International Journal of Service Industry Management,2001,12(5):423-450.
[10]Dabholkar,Pratibha A,and Abston,Kristie A.The role of customer contact employees as external customers:A conceptual frame- work for marketing strategy and future research[J].Journal of Business Research,2008,61(9):959-967.
[11]Amanda,B,Leonard,C V,and John,R M.Determining consumer satisfaction and commitment through self-service technology and personal service usage[J].Journal of Marketing Management,2006,22(7/8):853-882.
[12]Parasuraman,A.The impact of technology of the quality-value-loyalty chain:A research agenda[J].Journal of the Academy of Mar- keting Science,2000,28(1):156-174.
[13]Cowles,D L,Pamela,K,and Michaei,W L.Using key informant insights as a foundation for e-retailing theory development[J].Jour- nal of Business Research,2002,55(8):629-636.
[14]Kuang-Jung Chen.Technology-based service and customer satisfaction in developing countries[J].International Journal of Manage- ment,2005,22(2):307-318.
[15]Teck-Yong Eng,and Giulia Quaia.Strategies for improving new product adoption in uncertain environments:A selective review of the literature[J].Industrial Marketing Management,2008,37(4):421-431.
[16]Colby,C L,and Parasuraman,A.Technology still matters[J].Marketing Management,2003,12(4):28-33.
[17]Meuter,M L,Ostrom,A L,and Bitner,Mary Jo.The influence of technology anxiety on consumer use and experiences with self- service technologies[J].Journal of Business Research,2003,56(11):899-906.
[18]Bitner,Mary Jo,Brown,S W,and Meuter,M L.Technology infusion in service encounters[J].Journal of the Academy of Marketing Science,2000,28(1):138-149.
[19]Dabholkar,Pratibha A,and Overby,Jeffrey W.An investigation of real estate agent service to home sellers:Relevant factors and attri- butions[J].Service Industries Journal,2006,26(5):557-579.
[20]Heinonen Kristina.The role of digital service encounters on customers'perceptions of companies[J].Journal of Electronic Commerce in Organizations,2008,6(2):1-10.
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白琳. 科技介入型服务接触研究述评[J]. 外国经济与管理, 2008, 30(9): 14–21.
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