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.
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ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : shifting the focus from mainstream to offbeat
Spanjaard, Daniela Denize, Sara Sharma, Neeru
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.
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