Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consumers’ voice has been studied in the interpersonal services context, in the context of SSTs it has been subject to very little conceptual or empirical scrutiny. To fill this void, this study tests empirically a model of the antecedents of consumers’ voice intentions in the context of unsatisfactory SST encounters. The findings suggest the need to integrate both “new” and “conventional” complaint behaviour management in the SST setting.
History
Pagination
2655 - 2663
Location
University of Otago, Dunedin, New Zealand
Open access
Yes
Start date
2007-12-03
End date
2007-12-05
Language
eng
Notes
Reproduced with the specific permission of the copyright owner.