Service Separation and Customer Satisfaction: Assessing the Service Separation/Customer Integration Paradox

Journal of Service Research

Volumn 16, Issue 3, 2013, Pages 415-427

  Paluch, Stefanie ^a   Blut, Markus ^b  

^a TU DORTMUND UNIVERSITY   (Germany)

^b NEWCASTLE UNIVERSITY BUSINESS SCHOOL   (United Kingdom)

Author keywords

B2B customer satisfaction; mixed method study; paradoxes of technology; remote services; service separation; technology intensive services

Indexed keywords

EID: 84880970747     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670513475870     Document Type: Article

References (49)

1. Allmendinger Glen,Lombreglia Ralph2005:131-145.
2. Bagozzi Richard P.,Yi Youjae.On Evaluation of Structural Equation Models.Journal of the Academy of Marketing Science. 1988;16 (2): 74-94.
3. Bezjian-Avery Alexa,Calder Bobby,Iacobucci Dawn.New Media Interactive Advertising vs. Traditional Advertising.Journal of Advertising Research. 1998;38 (4): 23-32.
4. Biehl Markus,Prater Edmund,McIntyre John R.Remote Repair, Diagnostics, and Maintenance.Communications of the ACM. 2004;47 (11): 100-106.
5. Bitner Mary. J.Service and Technology: Opportunities and Paradoxes.Managing Service Quality. 2001;11 (6): 375-379.
6. Bitner Mary. J.,Brown Stephen W.,Meuter Matthew L.Technology Infusion in Service Encounters.Journal of the Academy of Marketing Science. 2000;28 (1): 138-149.
7. Bitner Mary. J.,Faranda William T.,Hubbert Amy R.,Zeithaml Valarie A.Customer Contributions and Roles in Service Delivery.International Journal of Service Industry Management. 1997;8 (3): 193-205.
8. Bitner Mary. J.Servicescapes: The Impact of Physical Surroundings on Customers and Employees.Journal of Marketing. 1992;56 (2 April): 57-71.
9. Bitner Mary. J.Evaluating Service Encounters: the Effects of Physical Surroundings and Employee Responses.Journal of Marketing Research. 1990;54 (2): 69-82.
10. Collier Joel E.,Sherrell Daniel L.Examining the Influence of Control and Convenience in a Self-service Setting.Journal of the Academy of Marketing Science. 2011;38 (4): 490-509.
11. Cowles Deborah,Crosby Lawrence A.Consumer Acceptance of Interactive Media in Service Marketing Encounters.Service Industries Journal. 1990;10 (3): 521-540.
12. Cox J.,Dale B. G.Service Quality and E-commerce: an Exploratory Analysis.Managing Service Quality. 2001;11 (2): 121-131.
13. Curran James M.,Meuter Matthew L.Self-Service Technology Adoption: Comparing Three Technologies.Journal of Services Marketing. 2005;19 (2): 103-113.
14. Dabholkar Prathiba A.Consumer Evaluations of New Technology-based Self-Service Options: An Investigation of Alternative Models of Service Quality.International Journal of Research in Marketing. 1996;13 (1): 29-51.
15. Dabholkar Prathiba A.Technology-based Service Delivery: A Classification Scheme for Developing Marketing Strategies.Advances in Services Marketing and Management. 1994;30 (3): 241-271.
16. DuBay John W.Remote Service Reduces Maintenance Costs.Applied Automation. 2009;63 (7): 14.
17. Flanagan John C.The Critical Incident Technique.Psychological Bulletin. 1954;51 (4): 327-358.
18. Fornell Claes.A National Customer Satisfaction Barometer: The Swedish Experience.Journal of Marketing. 1992;56 (1): 6-21.
19. Guedj Richard A. Hagen P. J. W.,Hopgood F. R.,Tucker H. A.,Duce D. A.Methodology of Interaction: Seillac II. Amsterdam, The Netherlands: North-Holland; 1980:.
20. Handy C.The Age of Paradox. Boston, MA: Harvard Business School Press; 1994:.
21. Machine-To-Machine (M2M) & Smart Systems Forecast 2010-2014. San Francisco, CA: Harbor Research; 2010:.
22. Holloway Betsy Bugg,Beatty Sharon E.Satisfiers and Dissatisfiers in the Online Environment.Journal of Service Research. 2008;10 (4): 347-364.
23. Johnson Devon S.,Bardhi Fleura,Dunn Dan T.Understanding How Technology Paradoxes Affect Customer Satisfaction with Self-Service Technology: The Role of Performance Ambiguity and Trust in Technology.Psychology & Marketing. 2008;25 (5): 416-443.
24. Kaynama Shohreh A.,Black Christine I.A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study.Journal of Professional Services Marketing. 2000;21 (1): 63-88.
25. Keh Hean Tat,Pang Jun.Customer Reactions to Service Separation.Journal of Marketing. 2010;74 (March): 55-71.
26. Loiacono Eleanor T.,Watson Richard T.,Goddhue Dale L.WebQual: A Measure of Web Site Quality.International Journal of Electronic Commerce. 2007;11 (3): 51-87.
27. Madu Christian N.,Madu Assumpta N.Dimensions of E-quality.International Journal of Quality & Reliability Management. 2002;19 (3): 246-258.
28. Meuter Matthew L.,Ostrom Amy L.,Roundtree Robert,Bitner Mary J.Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters.Journal of Marketing. 2000;64 (3): 50-64.
29. Mick David G.,Fournier Susan.Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies.Journal of Consumer Research. 1998;25 (2): 123-144.
30. Mick David G.,Fournier SusanCambridge, MA: Marketing Science Institute; 1995:.
31. Parasuraman A.,Zeithaml Valarie A.,Malhotra Arvind.E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality.Journal of Service Research. 2005;7 (3): 213-233.
32. Parasuraman A.,Zeithaml Valarie A.,Berry Leonard L.SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Retailing. 1988;64 (1): 12-40.
33. Parasuraman A.,Zeithaml Valarie A.,Berry Leonard L.A Conceptual Model of Service Quality and Implications for Future Research.Journal of Marketing. 1985;49 (Fall): 41-50.
34. Patton Michael Q.Qualitative Research and Evaluation Methods. Thousand Oaks, CA: Sage; 2009:.
35. Price Linda L.,Arnould Eric J.,Deibler Sheila L.Consumers' emotional responses to Service Encounters.International Journal of Service Industry Management. 1995;6 (3): 34-64.
36. Rapoport AmosThe Meaning of the Built Environment. Beverly Hills, CA: Sage; 1982:.
37. Rossiter John R.The C-OAR-SE Procedure for Scale Development in Marketing.International Journal of Research in Marketing. 2002;19 (4): 305-335.
38. Rust Roland T.,Kannan P. K.E-Services: A New Paradigm for Business in the Electronic Environment.Communications of the ACM. 2003;46 (6): 36-42.
39. Rust Roland T.,Cooil Bruce.Reliability Measures for Qualitative Data: Theory and Implications.Journal of Marketing Research. 1994;31 (1): 1-14.
40. Ruth Julie A.,Brunel Frédéric F.,Otnes Cele C.Linking Thoughts to Feelings: Investigating Cognitive Appraisals and Consumption Emotions in a Mixed-emotions Context.Journal of the Academy of Marketing Science. 2002;30 (1):44-58.
41. Schumann Jan. H.,Wünderlich Nancy V.,Wangenheim Florian von.Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics.Technovation. 2012;32 (2): 133-143.
42. Silpakit Patriya,Fisk Raymond P.AMA Services Marketing Proceedings, Service Marketing in a Changing Environment. T. M. BlockG. D. UpahV. A. Zeithaml, ed. Chicago, IL: American Marketing Association; 1984:117-121.
43. Szymanski David M.,Henard David H.Customer Satisfaction: A Meta-Analysis of the Empirical Evidence.Journal of the Academy of Marketing Science. 2001;29 (1): 16-35.
44. Wünderlich Nancy, V.,Wangenheim Florian von,Bitner Mary J.High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.Journal of Service Research. 2012; (June 11): 1-18.
45. Yang Zhilin,Fang Xiang.Online Service Quality Dimensions and their Relationships with Satisfaction.International Journal of Service Industry Management. 2004;15 (3): 302-326.
46. Yoo Boonghee,Donthu Naveen.Developing and Validating a Multidimensional Consumer-Based Brand Equity Scale.Journal of Business Research. 2001;21 (1): 1-14.
47. Zeithaml Valerie A.,Bitner Mary. J.,Gremler Dwayne D.Services Marketing: Integrating Customer Focus Across the Firm. Singapore: McGraw-Hill; 2006:.
48. Zeithaml Valerie A.,Parasuraman A.,Malhotra Arvind.Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge.Journal of the Academy of Marketing Science. 2002;30 (4): 362-75.
49. Zeithaml Valerie A.,Richards Roy,Richards Alice H.Service Excellence in Electronic Channels.Managing Service Quality. 2002;12 (3): 135-139.