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

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 r...

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Detalles Bibliográficos
Autores principales: Mason, Michela C., Massara, Francesco, Raggiotto, Francesco
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Springer International Publishing 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8802265/
http://dx.doi.org/10.1007/s43039-022-00048-x
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author Mason, Michela C.
Massara, Francesco
Raggiotto, Francesco
author_facet Mason, Michela C.
Massara, Francesco
Raggiotto, Francesco
author_sort Mason, Michela C.
collection PubMed
description 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 find 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.
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spelling pubmed-88022652022-01-31 An analysis of the relationships between human, technological and physical factors in the retail banking sector Mason, Michela C. Massara, Francesco Raggiotto, Francesco Ital. J. Mark. Original Article 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 find 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. Springer International Publishing 2022-01-31 2022 /pmc/articles/PMC8802265/ http://dx.doi.org/10.1007/s43039-022-00048-x Text en © The Author(s) 2022 https://creativecommons.org/licenses/by/4.0/Open AccessThis article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ (https://creativecommons.org/licenses/by/4.0/) .
spellingShingle Original Article
Mason, Michela C.
Massara, Francesco
Raggiotto, Francesco
An analysis of the relationships between human, technological and physical factors in the retail banking sector
title An analysis of the relationships between human, technological and physical factors in the retail banking sector
title_full An analysis of the relationships between human, technological and physical factors in the retail banking sector
title_fullStr An analysis of the relationships between human, technological and physical factors in the retail banking sector
title_full_unstemmed An analysis of the relationships between human, technological and physical factors in the retail banking sector
title_short An analysis of the relationships between human, technological and physical factors in the retail banking sector
title_sort analysis of the relationships between human, technological and physical factors in the retail banking sector
topic Original Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8802265/
http://dx.doi.org/10.1007/s43039-022-00048-x
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