Effects of social interaction flow on experiential quality, service quality and satisfaction: moderating effects of self-service technologies to reduce employee interruptions

ABSTRACT

This paper uses two studies to explore how experiencing a state of flow in social interactions influences assessments of dining out among customers engaged in socialization with friends, family members or colleagues. The paper further tests the moderating effect of self-service technologies, which reduce employee interruptions, on the association between customers’ flow state and assessments of experiential quality, service quality and satisfaction. The results suggest that experiencing a state of flow in social interactions is a critical determinant of experiential quality, service quality and satisfaction. Interruptions to this flow state by service employees can have significant negative consequences on experiential quality, service quality and satisfaction. These negative influences can be mitigated by the use of self-service technologies, which facilitate a social flow state and increase perceptions of experiential quality, service quality and satisfaction.

本文利用两项研究来探讨在社交互动中体验流动状态如何影响与朋友、家人或同事进行社交活动的客户对外出就餐的评估. 本文进一步测试了自助服务技术对客户流动状态与体验质量、服务质量和满意度评估的关联性，从而减少了员工的中断. 结果表明，在社会交往中体验流动状态是影响体验质量、服务质量和满意度的关键决定因素. 服务人员中断此流程状态可能会对体验质量、服务质量和满意度产生重大的负面影响. 这些负面影响可以通过使用自助服务技术来减轻，这种技术促进社会流动状态，并增加对体验质量、服务质量和满意度的看法.

KEYWORDS:

• Interaction flow state
• experiential quality
• service quality
• satisfaction
• self-service technology
• moderating effects
• employee interruptions
• service experience
• service redundancy