自助技术：考察情绪的影响

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2023-05-15 DOI:10.1080/15332969.2023.2209767

K. Mukerjee

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引用次数: 0

摘要

摘要本研究旨在探讨顾客对自助服务技术评价所产生的积极情绪和消极情绪对行为意向的影响。采用横断面调查研究设计，对新兴市场零售银行的414名客户进行数据收集。采用结构方程建模程序来检验假设的关系。研究发现:对自助服务技术的正面评价会导致积极情绪，进而影响情感承诺、交叉购买和正面口碑;对自助服务技术的负面评价导致负面情绪，从而影响光顾减少、负面口碑和第三方投诉。

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Self-Service Technology: Examining the Influence of Emotions

Abstract The purpose of this study is to examine the influence of positive and negative emotions on behavioral intentions as a consequence of self-service technology evaluation by customers. A cross-sectional survey research design was adopted to collect data from 414 customers of retail banks in an emerging market. Structural equation modeling procedure was performed to test the hypothesized relationships. The findings show that positive evaluation of self-service technology leads to positive emotions and consequently influence affective commitment, cross-buying, and positive word-of-mouth; negative evaluation of self-service technology leads to negative emotions and consequently influence patronage reduction, negative word-of-mouth, and third party complaining.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.