IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-642-36309-2_28.html
   My bibliography  Save this book chapter

Sources of Customer Role Learning During Self-Service Technology Encounters

In: Information and Communication Technologies in Tourism 2013

Author

Listed:
  • Petranka Kelly

    (Dublin Institute of Technology)

  • Jennifer Lawlor

    (Dublin Institute of Technology)

  • Michael Mulvey

    (Dublin Institute of Technology)

Abstract

The advance of self-service technologies (SSTs) in the tourism industry has highlighted the role of the customer as co-producer during service encounters. Customer usage of SSTs requires that they have acquired the needed skills and knowledge towards operating the SST efficiently. Despite the recognition of the importance of customer role clarity and ability for successful SST encounters, there is a dearth of knowledge into the process of customer SST role learning. Therefore, this research contributes to knowledge by exploring the sources of customer SST role learning and how customers learn from them. The employed research method is short interviews with airline passengers at an international airport. The results identify six sources of customer learning, namely the SST interface, other customers, company employees, mass media and service environment, negative service outcomes and the customer’s workplace.

Suggested Citation

  • Petranka Kelly & Jennifer Lawlor & Michael Mulvey, 2013. "Sources of Customer Role Learning During Self-Service Technology Encounters," Springer Books, in: Lorenzo Cantoni & Zheng (Phil) Xiang (ed.), Information and Communication Technologies in Tourism 2013, edition 127, pages 326-338, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-36309-2_28
    DOI: 10.1007/978-3-642-36309-2_28
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-642-36309-2_28. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.