The Effect of Employee Service Quality and Self-Service Technology Quality (SSTQUAL) on Customer Loyalty: Customer Experience as a Mediator (68363)
Session Chair: Grant Black
Sunday, 28 May 2023 16:00
Session: Session 4
Room: Room 708
Presentation Type:Oral Presentation
The Internet and technology have evolved rapidly and significantly. As the Internet and technology have fundamentally changed society, it has become a part of our personal and business lives. Self-service technology in Taiwanese restaurants is impacting the service experience, and service delivery changes aim to improve productivity and service quality while reducing costs. This study uses the SOR model to further analyze customer experiences with restaurant employee and technology services, and whether past experiences affect customer loyalty to the restaurant. Data was collected through a survey of consumers who had previously used self-service technology. Although technology cannot completely replace human service, it can complement restaurant service, and this study provides a managerial and theoretical perspective on this phenomenon.
Zi-Wen Liu, National University of Kaohsiung, Taiwan
Yu-Chi Wu, National University of Kaohsiung, Taiwan
About the Presenter(s)
ZI-WEN LIU is currently a master's student. ZI-WEN LIU is currently studying at the National University of Kaohsiung in Taiwan that has studied relevant research in the field of marketing in school.
See this presentation on the full schedule – Sunday Schedule
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