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Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents

Robertson, Nichola and Shaw, Robin 2008, Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents, in GBATA 2008 : Global Business and Technology Association Tenth International Conference, Global Business and Technology Association, New York, N.Y., pp. 923-930.

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Title Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents
Author(s) Robertson, Nichola
Shaw, Robin
Conference name Global Business and Technology Association. Conference (10th : 2008 : Madrid, Spain)
Conference location Madrid, Spain
Conference dates 8-12 July 2008
Title of proceedings GBATA 2008 : Global Business and Technology Association Tenth International Conference
Editor(s) Fuxman, Leonara
Publication date 2008
Conference series Global Business and Technology Association Conference
Start page 923
End page 930
Total pages 8
Publisher Global Business and Technology Association
Place of publication New York, N.Y.
Summary Self-service technologies (SSTs) are commonplace for consumers' use, which is reflected in the growing body of literature that pertains to SSTs. The bulk of this literature has focussed on the adoption of SSTs, while relatively little attention has been given to consumers' consumption and evaluation of SSTs. Arguably, this is an area worthy of exploration in the light of frequent reports of consumers' dissatisfaction with SSTs. Therefore, this paper examines the antecedents of consumers' overall dissatisfaction with an SST encounter, and finds that consumers' dissatisfaction with the attributes of the SST and consumers' perceptions of causal controllability explain 50 per cent of the variance in consumers' overall dissatisfaction with the SST Insights into removing the causes of SST dissatisfaction are offered to managers, which are, arguably, important for consumer retention.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2008, GBATA
Persistent URL http://hdl.handle.net/10536/DRO/DU:30018114

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