robertson-consumerdissatisfation-2008.pdf (507 kB)
Consumer dissatisfaction with self-service technologies : an empirical exploration of its antecedents
conference contribution
posted on 2008-01-01, 00:00 authored by Nichola RobertsonNichola Robertson, Robin ShawSelf-service technologies (SSTs) are commonplace for consumers' use, which is reflected in the growing body of literature that pertains to SSTs. The bulk of this literature has focussed on the adoption of SSTs, while relatively little attention has been given to consumers' consumption and evaluation of SSTs. Arguably, this is an area worthy of exploration in the light of frequent reports of consumers' dissatisfaction with SSTs. Therefore, this paper examines the antecedents of consumers' overall dissatisfaction with an SST encounter, and finds that consumers' dissatisfaction with the attributes of the SST and consumers' perceptions of causal controllability explain 50 per cent of the variance in consumers' overall dissatisfaction with the SST Insights into removing the causes of SST dissatisfaction are offered to managers, which are, arguably, important for consumer retention.
History
Event
Global Business and Technology Association. Conference (10th : 2008 : Madrid, Spain)Pagination
923 - 930Publisher
Global Business and Technology AssociationLocation
Madrid, SpainPlace of publication
New York, N.Y.Start date
2008-07-08End date
2008-07-12Language
engPublication classification
E1 Full written paper - refereedCopyright notice
2008, GBATAEditor/Contributor(s)
L FuxmanTitle of proceedings
GBATA 2008 : Global Business and Technology Association Tenth International ConferenceUsage metrics
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