Fix It or Leave It? Customer Recovery from Self-service Technology Failures

Material TypeArticleLanguageEnglish
TitleFix It or Leave It? Customer Recovery from Self-service Technology Failures Author(S)Zhen Zhu (Author)
Abstract  Self-service technologies (SSTs), such as airport check-in kiosks, can provide customers faster, better, and less expensive services. Yet sometimes customers experience service failures with these technologies. This study investigates the process by which customers recover from SST failures using their own effort (i.e., customer recovery) and explores their decisions to stay with or switch from the SST. Drawing from expectancy and attribution theories, we develop a process model centered on customer-recovery expectancy and test the model by tracking actual failure responses ...Paginationp 15-29
SubjectCommerceDescriptorsRetail trade
Journal TitleJournal of Retailing  
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