Tellers versus technology in overall consumer satisfaction with banking services
Document Type
Article
Publication Title
Academy of Marketing Studies Journal
ISSN
1095-6298
Volume
12
Issue
1
First Page
117
Last Page
131
Publication Date
12-1-2008
Abstract
Proliferate use of technological conveniences offered by service providers has prompted interest in its effect on consumers' overall satisfaction. Service encounters play a vital role in ensuring consumer satisfaction because each individual encounter aggregates to form consumer overall satisfaction of a company. Prior research has indicated that both human encounters and technological encounters are indispensable for service firms. The authors examine the relative impact of the human encounter and the technological encounter on consumers' overall satisfaction. Findings from two studies reveal that while the human encounter was more important before online banking became so prevalent, the convenience of online banking has displaced the importance of human interaction.
Recommended Citation
Simmers, C. S.,
Burman, B.,
Haytko, D. L.,
&
Ellis, C. A.
(2008).
Tellers versus technology in overall consumer satisfaction with banking services.
Academy of Marketing Studies Journal, 12(1), 117–131.
https://scholarlycommons.pacific.edu/esob-facarticles/140
