Robertson, Nichola L. and Shaw, Robin N. 2008, Exploring self-service technology powerlessness, in ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : shifting the focus from mainstream to offbeat, Promaco Conventions, Canning Bridge, W.A., pp. 1-7.
Australian and New Zealand Marketing Academy Conference
Place of publication
Canning Bridge, W.A.
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.
Reproduced with the specific permission of the copyright owner.
Field of Research
150599 Marketing not elsewhere classified
Socio Economic Objective
970115 Expanding Knowledge in Commerce, Management, Tourism and Services
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