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The measurement of attribution of blame in the self-service technology context

Robertson, Nichola L. and Shaw, Robin N. 2005, The measurement of attribution of blame in the self-service technology context, in ANZMAC 2005 : Broadening the boundaries, conference proceedings, ANZMAC, Dunedin, N.Z., pp. 226-232.

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Title The measurement of attribution of blame in the self-service technology context
Author(s) Robertson, Nichola L.
Shaw, Robin N.
Conference name Australian and New Zealand Marketing Academy. Conference (2005 : Perth, Western Australia)
Conference location Perth, Western Australia
Conference dates 5-7 Dec. 2005
Title of proceedings ANZMAC 2005 : Broadening the boundaries, conference proceedings
Editor(s) Purchase, Sharon
Publication date 2005
Conference series Australian and New Zealand Marketing Academy Conference
Start page 226
End page 232
Total pages 7 p.
Publisher ANZMAC
Place of publication Dunedin, N.Z.
Keyword(s) attribution of blame
self-service technologies
measurement
Summary It is argued that attribution of blame (AoB) will differ in the Self-Service Technology (SST) context versus the interpersonal services context, due to the inherent elements of the SST environment, thereby making it a construct worthy of further research in the SST setting. This paper presents a first step in this pursuit by validating a multiple-item instrument of AoB in the SST context, which, to the researchers’ knowledge, has not been done previously. The paper comments on the surprising lack of valid, unidimensional instruments to measure each of the dimensions of AoB (locus, controllability and stability), even in the interpersonal services context. Preliminary results of a pre-test and pilot study support a three-dimensional measurement model of attribution of blame, in the SST setting.
ISBN 0646455028
9780646455020
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2005, The Authors
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005783

Document type: Conference Paper
Collections: Deakin Graduate School of Business
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