Predicting the likelihood of voiced complaints in the self-service technology context

Robertson, Nichola and Shaw, Robin 2009, Predicting the likelihood of voiced complaints in the self-service technology context, Journal of service research, vol. 12, no. 1, pp. 100-116, doi: 10.1177/1094670509333789.

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Title Predicting the likelihood of voiced complaints in the self-service technology context
Author(s) Robertson, NicholaORCID iD for Robertson, Nichola
Shaw, Robin
Journal name Journal of service research
Volume number 12
Issue number 1
Start page 100
End page 116
Total pages 17
Publisher Sage Publications
Place of publication Thousand Oaks, Calif.
Publication date 2009-08
ISSN 1094-6705
Keyword(s) Consumer voice
self-service technologies
complaint management
consumer dissatisfaction
Summary There is considerable evidence to suggest that consumer dissatisfaction with self-service technologies is widespread. However, there has been little conceptual or empirical scrutiny of the likelihood that consumers will complain to an organization (likelihood of voice) in this context. This study contributes to the service domain by testing empirically a model of the antecedents of consumers' likelihood of voice in unsatisfactory encounters with self-service technologies. A model is tested that combines established antecedents of voice, such as likelihood of voice success, and those that have not yet been considered, including self-service technology powerlessness and need to vent. The results support the proposed model in general. Theoretical and managerial implications of the findings are discussed.
Language eng
DOI 10.1177/1094670509333789
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
HERDC collection year 2009
Copyright notice ©2009, The Author(s)
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Document type: Journal Article
Collections: Faculty of Business and Law
Deakin Graduate School of Business
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