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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GBATA 2008 : Global Business and Technology Association Tenth International Conference
Global Business and Technology Association Conference
Global Business and Technology Association
Place of publication
New York, N.Y.
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.
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