In the light of the increasingly massive implementation of technology in retail settings, the present research aims at exploring the relationships between interacting factors of the retail servicescape: human interaction, automated service, and atmosphere, and their impact on customer satisfaction regarding the service. We develop a theoretical framework to understand the relationships between the single components of the servicescape and we empirically test our framework within the context of retail banking services. We develop a moderated mediation model on a sample of 1346 retail banking customers. We fnd that the human factor mediates the relationship between self-service technologies and satisfaction, and that this mediation is negatively moderated by a favourable perception of the banking service atmosphere. Theoretical and managerial implications are discussed.

An analysis of the relationships between human, technological and physical factors in the retail banking sector, 2022-01-31.

An analysis of the relationships between human, technological and physical factors in the retail banking sector

Massara Francesco;
2022-01-31

Abstract

In the light of the increasingly massive implementation of technology in retail settings, the present research aims at exploring the relationships between interacting factors of the retail servicescape: human interaction, automated service, and atmosphere, and their impact on customer satisfaction regarding the service. We develop a theoretical framework to understand the relationships between the single components of the servicescape and we empirically test our framework within the context of retail banking services. We develop a moderated mediation model on a sample of 1346 retail banking customers. We fnd that the human factor mediates the relationship between self-service technologies and satisfaction, and that this mediation is negatively moderated by a favourable perception of the banking service atmosphere. Theoretical and managerial implications are discussed.
Inglese
7-gen-2022
https://trebuchet.public.springernature.app/get_content/39392105-1cb9-488f-ac1f-044d53f3c369
Springer International Publishing
18
Italy
internazionale
esperti anonimi
senza ISI Impact Factor
Online
Settore SECS-P/08 - Economia e Gestione delle Imprese
3
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/10808/44224
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