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. Attached Files Name Description MIMEType Size Downloads Title Predicting the likelihood of voiced complaints in the self-service technology context Author(s) Robertson, Nichola orcid.org/0000-0002-9564-0945 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 1552-7379 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) Persistent URL http://hdl.handle.net/10536/DRO/DU:30020748 Document type: Journal Article Collections: Faculty of Business and Law Deakin Business School Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Tue, 27 Oct 2009, 16:44:31 EST Wed, 28 Oct 2009, 09:44:00 EST Wed, 28 Oct 2009, 09:45:16 EST Mon, 20 Feb 2012, 13:10:40 EST Fri, 17 Oct 2014, 09:57:35 EST Filtered Full Citation counts:   Cited 33 times in TR Web of Science Cited 37 times in Scopus Search Google Scholar Access Statistics: 1074 Abstract Views, 8 File Downloads  -  Detailed Statistics Created: Tue, 27 Oct 2009, 16:44:28 EST by Lee-Ann Stones