Self-Service Technology Recovery: The Effect of Recovery Initiation and Locus of Responsibility

Failures of self-service technologies (SSTs) are commonplace, yet empirical investigations into effective SST recovery methods are still few and far between. This research investigates two important elements of SST recovery using three experimental studies, namely recovery initiation and locus of responsibility. Studies 1 and 2 reveal that employee-initiated recovery (vs. customer-initiated recovery) leads to higher repurchase intentions when...