Dates and Times
26 June 2023
12:00 - 13:00
Location
Organiser
Faculty of Business, Government & Law
Speakers
Dr Marjan Aslan
Enquiry
Iman El-Sakka
Self-service technology recovery: the importance of psychological need support
You are invited to attend the monthly Faculty of Business, Government and Law Seminar Series.
Additional Information
Date: Monday 26 June 2023
Time: 12.00-1.00PM
Location: Hybrid event, Building 11 Level B Room 44 (11B44) and via Teams
Lunch: Light lunch will be provided
Meeting ID: 489 490 121 354
Password: 9MZ5rH
Abstract:
The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents (e.g., service robots) following a service obstacle. Via five experiments our research [recently published in Journal of Service Management (Q1, 5-year impact factor: 9.52)] explores how assistance provided by a non-human service agent (vs human service agent vs no assistance) contributes to perceptions of psychological support and continuance intentions following a service obstacle while volitionally using SST.
This presentation is based on Dr Marjan Aslan’s co-authored paper: Keating, B.W. and Aslan, M., 2023. Self-service technology recovery: the importance of psychological need support. Journal of Service Management, (ahead-of-print).
Biography:
Dr. Marjan Aslan is a Lecturer in Service Management at Canberra Business School, University of Canberra, specialising in the areas of technology-based service delivery, consumer behaviour and organizational behaviour. Marjan’s research interests include service management, multichannel and omnichannel service delivery, technology-based service, frontline smart technologies, service robots, immersive technologies and hybrid service encounters, human-computer interaction, social support, personalisation, consumer experience and employee experience. Her research has been published in Cornell Hospitality Quarterly and Journal of Service Management and presented at numerous international conferences.
UC acknowledges the Ngunnawal people, traditional custodians of the lands where Bruce campus is situated. We wish to acknowledge and respect their continuing culture and the contribution they make to the life of Canberra and the region. We also acknowledge all other First Nations Peoples on whose lands we gather.