Self-service technologies and voice intentions : an empirical investigation
Robertson, Nichola and Shaw, Robin 2007, Self-service technologies and voice intentions : an empirical investigation, in ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, N.Z., pp. 2655-2663.
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Australian and New Zealand Marketing Academy Conference
University of Otago, School of Business, Dept. of Marketing
Place of publication
Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consumers’ voice has been studied in the interpersonal services context, in the context of SSTs it has been subject to very little conceptual or empirical scrutiny. To fill this void, this study tests empirically a model of the antecedents of consumers’ voice intentions in the context of unsatisfactory SST encounters. The findings suggest the need to integrate both “new” and “conventional” complaint behaviour management in the SST setting.
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