Causal Attributions and Overall Blame of Self-Service Technology (SST) Failure: Different from Service Failures by Employee and Policy

Volume: 27, Issue: 1, Pages: 61 - 84
Published: Aug 1, 2017
Abstract
This research explores customers’ causal attributions (locus, stability, and controllability) and overall blame following three different types of service failures: self-service technology (SST), employee, and firm policy. It also studies the effects of the severity of a failure on overall blame and the moderating effects of technology anxiety (TA) on the relationship between failure types and overall blame. A paper-based survey with an...
Paper Details
Title
Causal Attributions and Overall Blame of Self-Service Technology (SST) Failure: Different from Service Failures by Employee and Policy
Published Date
Aug 1, 2017
Volume
27
Issue
1
Pages
61 - 84
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