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Self-service technologies and voice intentions : an empirical investigation

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conference contribution
posted on 2007-01-01, 00:00 authored by Nichola RobertsonNichola Robertson, Robin Shaw
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.

Publication classification

E1 Full written paper - refereed

Copyright notice

2007, ANZMAC

Editor/Contributor(s)

M Thyne, K Deans, J Gnoth

Title of proceedings

ANZMAC 2007 : 3Rs, reputation responsibility relevance

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