• norsk
    • English
  • English 
    • norsk
    • English
  • Login
View Item 
  •   Home
  • Handelshøyskolen BI
  • Student papers
  • Master of Science
  • View Item
  •   Home
  • Handelshøyskolen BI
  • Student papers
  • Master of Science
  • View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.

Self-service technology versus human interaction : a study of how customers respond differently to human and machine in credence based service encounters

Pauli, Ina Christine Kreutz; Bentsen, Adina Litlere
Master thesis
Thumbnail
View/Open
1757765.pdf (2.764Mb)
Preliminary.pdf (308.1Kb)
URI
http://hdl.handle.net/11250/2484349
Date
2017
Metadata
Show full item record
Collections
  • Master of Science [1116]
Abstract
Self-service technologies (SST) have been introduced extensively and promoted

to replace traditional service encounters with human interaction (HI) in the last

years. Advances in digital technologies and artificial intelligence are changing the

world. Despite the great impact on consumers’ everyday life, we know

remarkably little about the interaction between technology and consumers.

Although researchers in the past years have added valuable findings to the field of

SST, some questions still remain unclear, and there are a number of contradictory

conclusions.

This study aims to extend the present research of SST, by examining how

customers respond differently when they interact with a machine instead of a

human during a credence based service encounter. Drawing from theories of

person sensitivity bias, service quality, attribution, satisfaction and behavioral

intentions, we find that humans are evaluated more positively than machines after

a successful service encounter, and less positively if the service encounter is

unsuccessful.

The research provides a thorough review of research in SST and HI in service

encounters, service quality, attribution theory, cognitive and affective satisfaction,

and behavioral intentions. Based on the literature review we develop 7 hypotheses

that we tested using a 2x2 factorial design. The empirical testing was carried out

using four different scenarios with 240 respondents, in the age range from 24 to

69. The data collected in the survey is analyzed and validated to identify the

relationship between the different constructs. Theoretical and managerial

implications from the results are given as well as suggestions for future research.
Description
Masteroppgave(MSc) in Master of Science in Strategic Marketing Management - Handelshøyskolen BI, 2017
Publisher
BI Norwegian Business School

Contact Us | Send Feedback

Privacy policy
DSpace software copyright © 2002-2019  DuraSpace

Service from  Unit
 

 

Browse

ArchiveCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsDocument TypesJournalsThis CollectionBy Issue DateAuthorsTitlesSubjectsDocument TypesJournals

My Account

Login

Statistics

View Usage Statistics

Contact Us | Send Feedback

Privacy policy
DSpace software copyright © 2002-2019  DuraSpace

Service from  Unit