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Conceptualising the effect of self-service technologies on established brands

conference contribution
posted on 2008-01-01, 00:00 authored by Julian Vieceli, Nichola RobertsonNichola Robertson
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.

History

Event

Academy of Marketing. Conference (2008 : Aberdeen, Scotland)

Pagination

1 - 11

Publisher

Robert Gordon University

Location

Aberdeen, Scotland

Place of publication

Aberdeen, Scotland

Start date

2008-07-07

End date

2008-07-10

Language

eng

Publication classification

E1 Full written paper - refereed

Title of proceedings

AM 2008 : Reflective marketing in a material world : Academy of Marketing Annual Conference 2008 Proceedings

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