Tellers versus technology in overall consumer satisfaction with banking services
Proliferate use of technological conveniences offered by service providers has prompted interest in its effect on consumers' overall satisfaction. Service encounters play a vital role in ensuring consumer satisfaction because each individual encounter aggregates to form consumer overall satisfaction of a company. Prior research has indicated that both human encounters and technological encounters are indispensable for service firms. The authors examine the relative impact of the human encounter and the technological encounter on consumers' overall satisfaction. Findings from two studies reveal that while the human encounter was more important before online banking became so prevalent, the convenience of online banking has displaced the importance of human interaction.
Simmers, Christina S., Bidisha Burman, Diana L. Haytko, and Christopher A. Ellis. "Tellers versus Technology in Overall Consumer Satisfaction with Banking Services." Academy of Marketing Studies Journal 12, no. 1 (2008): 117.
Academy of Marketing Studies Journal