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The measurement of attribution of blame in the self-service technology context

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conference contribution
posted on 2005-01-01, 00:00 authored by Nichola RobertsonNichola Robertson, Robin Shaw
It is argued that attribution of blame (AoB) will differ in the Self-Service Technology (SST) context versus the interpersonal services context, due to the inherent elements of the SST environment, thereby making it a construct worthy of further research in the SST setting. This paper presents a first step in this pursuit by validating a multiple-item instrument of AoB in the SST context, which, to the researchers’ knowledge, has not been done previously. The paper comments on the surprising lack of valid, unidimensional instruments to measure each of the dimensions of AoB (locus, controllability and stability), even in the interpersonal services context. Preliminary results of a pre-test and pilot study support a three-dimensional measurement model of attribution of blame, in the SST setting.

History

Event

Australian and New Zealand Marketing Academy. Conference (2005 : Perth, Western Australia)

Pagination

226 - 232

Publisher

ANZMAC

Location

Perth, Western Australia

Place of publication

Dunedin, N.Z.

Start date

2005-12-05

End date

2005-12-07

ISBN-13

9780646455020

ISBN-10

0646455028

Language

eng

Publication classification

E1 Full written paper - refereed

Copyright notice

2005, The Authors

Editor/Contributor(s)

S Purchase

Title of proceedings

ANZMAC 2005 : Broadening the boundaries, conference proceedings

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