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

journal contribution
posted on 2009-08-01, 00:00 authored by Nichola RobertsonNichola Robertson, Robin Shaw
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.

History

Journal

Journal of service research

Volume

12

Issue

1

Pagination

100 - 116

Publisher

Sage Publications

Location

Thousand Oaks, Calif.

ISSN

1094-6705

eISSN

1552-7379

Language

eng

Publication classification

C1 Refereed article in a scholarly journal

Copyright notice

2009, The Author(s)