Exploring self-service technology powerlessness
Contribuinte(s) |
Spanjaard, Daniela Denize, Sara Sharma, Neeru |
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Data(s) |
01/01/2008
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Resumo |
Self-service technologies empower consumers to do things for themselves that they could not do before. In the case of consumers’ unsatisfactory encounters with self-service technologies, however, consumers feel powerless. Self-service technology powerlessness is defined as consumers’ feelings of SST dominance. To the authors’ knowledge, this construct has not been investigated previously in the service domain. This paper examines self-service technology powerlessness, and proposes and tests a model of its antecedents and consequences in unsatisfactory encounters with self-service technologies. Consumers’ dissatisfaction with the attributes of self-service technologies was found to be related to consumers’ perceptions of powerlessness. Exit and negative word were found to be outcomes of it.<br /> |
Identificador | |
Idioma(s) |
eng |
Publicador |
Promaco Conventions |
Relação |
http://dro.deakin.edu.au/eserv/DU:30018115/robertson-exploringselfservice-2008.pdf |
Direitos |
2008, ANZMAC |
Tipo |
Conference Paper |