Žmogaus Nevaldomi Saitai: Automatinės Savitarnos Poveikis Pirkėjų Lojalumui (original) (raw)

2011

Abstract

Self-service is a type of service, where a customer can perceive his/her buying action with more self-involvement. Since a customer has an impact on the quality of the creation of the service experience, it naturally has an effect on the image of the company. The loyalty to a store or a brand is affected by the customer’s experience as well. This effect on customer attraction to a company is an important variable in business. The literature therefore identified four main loyalty forms in the area of consumer behavior: brand loyalty, vendor loyalty, store loyalty and service loyalty. Before installation and during the usage of self-service automated systems, it is useful for vendors to know if it would not discourage some customers. Yet, the affect of self-service option deployment on customer loyalty is not known. The purpose of the research was to investigate and relate certain consumers’ traits to the usage/preference of self-service technology. It was discovered that, on average,...

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