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Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies
16 references·8 citing·34 second hop
Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies (2009)Beyond Just Being Dissatisfied: How Angry…Technology Readiness Index (Tri) (2000)Technology Readiness Index (T…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Beyond valence: Toward a model of emotion-specific influences on judgement and choice (2000)Beyond valence: Toward a mode…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Emotion And Adaptation (1991)Emotion And AdaptationUser Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)User Acceptance of Computer T…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…The Cognitive Structure of Emotions (1988)The Cognitive Structure of Em…An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)An Updated Paradigm for Scale…Emotion knowledge: Further exploration of a prototype approach. (1987)Emotion knowledge: Further ex…Appraisal, coping, health status, and psychological symptoms. (1986)Appraisal, coping, health sta…Patterns of cognitive appraisal in emotion. (1985)Patterns of cognitive apprais…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Does User Burden Matter?: Age Differences in User Behavior of Self-Service Technology (2024)Does User Burden Matter?: Age…Using emotions to cast light into the “black-box” of user adaptation and continued use of health information system (2023)Using emotions to cast light …Service failure and service recovery: A hybrid review and research agenda (2023)Service failure and service r…Exploring the relationship between social media use and anti-luxury behavior: implications for interactive marketing strategies (2023)Exploring the relationship be…Beyond Brand Hate: Are You Willing to Forgive a Negative Experience with Your Smartphone Mobile Communications’ Brand? (2022)Beyond Brand Hate: Are You Wi…Narcissism, interactivity, community, and online revenge behavior: The moderating role of social presence among Jordanian consumers (2019)Narcissism, interactivity, co…Social media revenge: A typology of online consumer revenge (2018)Social media revenge: A typol…Point of purchase or point of frustration? Consumer frustration tendencies and response in a retail setting (2013)Point of purchase or point of…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology68,271 cited
  • 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models25,696 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1991Emotion And Adaptation12,682 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
  • 1988The Cognitive Structure of Emotions6,207 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1985Patterns of cognitive appraisal in emotion.4,061 cited
  • 2000Technology Readiness Index (Tri)3,320 cited
  • 1987Emotion knowledge: Further exploration of a prototype approach.3,071 cited
  • 2000Beyond valence: Toward a model of emotion-specific influences on judgement and choice3,030 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

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2,906 cited
  • 1986Appraisal, coping, health status, and psychological symptoms.2,905 cited
  • Cited by

    • 2023Service failure and service recovery: A hybrid review and research agenda52 cited
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    • 2019Narcissism, interactivity, community, and online revenge behavior: The moderating role of social presence among Jordanian consumers30 cited
    • 2022Beyond Brand Hate: Are You Willing to Forgive a Negative Experience with Your Smartphone Mobile Communications’ Brand?25 cited
    • 2013Point of purchase or point of frustration? Consumer frustration tendencies and response in a retail setting24 cited
    • 2024Does User Burden Matter?: Age Differences in User Behavior of Self-Service Technology10 cited
    • 2023Exploring the relationship between social media use and anti-luxury behavior: implications for interactive marketing strategies10 cited
    • 2023Using emotions to cast light into the “black-box” of user adaptation and continued use of health information system8 cited