Conceptualising the effect of self-service technologies on established brands

Vieceli, Julian and Robertson, Nichola 2008, Conceptualising the effect of self-service technologies on established brands, in AM 2008 : Reflective marketing in a material world : Academy of Marketing Annual Conference 2008 Proceedings, Robert Gordon University, Aberdeen, Scotland, pp. 1-11.

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Title Conceptualising the effect of self-service technologies on established brands
Author(s) Vieceli, Julian
Robertson, Nichola
Conference name Academy of Marketing. Conference (2008 : Aberdeen, Scotland)
Conference location Aberdeen, Scotland
Conference dates 7-10 July 2008
Title of proceedings AM 2008 : Reflective marketing in a material world : Academy of Marketing Annual Conference 2008 Proceedings
Editor(s) [Unknown]
Publication date 2008
Conference series Academy of Marketing Conference
Start page 1
End page 11
Total pages 12
Publisher Robert Gordon University
Place of publication Aberdeen, Scotland
Summary Self-service technologies (SSTs), such as machine assisted and electronic services are prevalent. Many established brands in industries such as banking, retailing, and hospitality have adopted SSTs to complement or replace existing channels of service delivery, e.g., face-to-face service. However, the influence of SSTs on established brands has not been examined previously. In the light of this, a conceptual model is proposed that incorporates SST-related variables and their influence on brand satisfaction, brand associations, brand attitudes, and brand loyalty, along with customers' future likelihood to reuse the SST. Arguably, these outcomes affect brand equity and the long-term survival of SSTs.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30018066

Document type: Conference Paper
Collection: Deakin Graduate School of Business
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