Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction
TLDR
In this article, the authors examined service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer and user satisfaction with the failure/recovery experience.Abstract:
This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer/user satisfaction with the failure/recovery experience. The findings show that immediate recovery of TBSS failures reduces negative attributions and increases customer/user satisfaction with the experience, as does a low-anxiety environment around the kiosk. Technology error (as opposed to user error) decreases user satisfaction. Employee assistance decreases negative attributions to the employee but increases negative attribution to the technology. Some interactions were found among the experimental factors that are also meaningful.read more
Citations
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References
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Journal ArticleDOI
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.
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An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors
TL;DR: In this article, the moderating effects of consumer traits and situational factors on the relationships within a core attitudinal model for technology-based self-service are examined and include inherent novelty seeking, self-efficacy with respect to technology self-consciousness, and the need for interaction with an employee.
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Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality
TL;DR: In this paper, two alternative models of service quality are proposed based on an attribute versus overall affect approach to evaluate how consumers would evaluate technology-based self-service options to consumers.
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Consumer Reactions to Product Failure: An Attributional Approach
TL;DR: This article surveyed reasons for and reactions to product failure and manipulated reasons in an experiment, finding that reasons for product failure influenced reactions such as desiring a refund or an exchange for the product, perceiving that an apology is owed the consumer, and wanting to hurt the firm's business.
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Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
TL;DR: In this article, perceived control is proposed to be a crucial variable in mediating the consumer's emotional and behavioral responses to the physical environment and the contact personnel that constitute the service encounter.