Self-service technologies: Understanding customer satisfaction with technology-based service encounters

Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, M J Bitner

Research output: Contribution to journalArticlepeer-review

1769 Scopus citations


Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.

Original languageEnglish (US)
Pages (from-to)50-64
Number of pages15
JournalJournal of Marketing
Issue number3
StatePublished - Jul 2000
Externally publishedYes

ASJC Scopus subject areas

  • Business and International Management
  • Marketing


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