Customer service experience for a smart automated coffee vending machine
Issued Date
2024-01-01
Resource Type
ISSN
09590552
Scopus ID
2-s2.0-85200159517
Journal Title
International Journal of Retail and Distribution Management
Rights Holder(s)
SCOPUS
Bibliographic Citation
International Journal of Retail and Distribution Management (2024)
Suggested Citation
Fakfare P., Rittichainuwat B., Manosuthi N., Wattanacharoensil W. Customer service experience for a smart automated coffee vending machine. International Journal of Retail and Distribution Management (2024). doi:10.1108/IJRDM-02-2024-0063 Retrieved from: https://repository.li.mahidol.ac.th/handle/20.500.14594/100365
Title
Customer service experience for a smart automated coffee vending machine
Author's Affiliation
Corresponding Author(s)
Other Contributor(s)
Abstract
Purpose: This research examined the influence of the service attribute components of a smart automated coffee vending machine on the enjoyment and choice behaviour of customers from the perspective of the Stimulus-Organism-Response paradigm. Design/methodology/approach: To gain an improved understanding of the influential factors that can yield the desired study outcomes, this research employed sufficiency logic and necessity logic to provide insights and practical implications for research. Findings: While this study identified “special benefits” as a sufficient factor to induce both enjoyment and choice behaviour, “interactive experience” and “ease of use” were found to be the fundamental factors for achieving these two desirable outcomes. Originality/value: This research extends beyond the conventional approach of symmetric analysis by incorporating necessary condition analysis to explore the essential conditions necessary for enjoyment and choice behaviours during automated-vending-machine consumption. The smart feature, highlighted by the ‘interactive experience,’ is revealed as one of the necessary factors in fostering enjoyment and influencing consumer choice of beverages from smart automated vending machines.
