Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction

15 references·16 citing·50 second hop

FromToDepth

this work references cited by second hop

References

2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
2002An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors1,895 cited
1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
2003The influence of technology anxiety on consumer use and experiences with self-service technologies1,244 cited
1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience1,229 cited
2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
2007The effects of customer participation in co-created service recovery757 cited
1987A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport618 cited
2005The Influence of a Mere Social Presence in a Retail Context546 cited
2000Antecedents to satisfaction with service recovery484 cited
2003Service Failure in Online Retailing470 cited
1994Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes452 cited
1981Role of disconfirmed expectancies in the instigation of attributional processing.

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

391 cited

1984Current Issues in Attribution Theory and Research320 cited

Cited by

2017Customers’ emotion regulation strategies in service failure encounters132 cited
2016The effect of self-checkout quality on customer satisfaction and repatronage in a retail context115 cited
2017An RQDA-based constructivist methodology for qualitative research97 cited
2017Giving back the “self” in self service: customer preferences in self-service failure recovery82 cited
2016Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship75 cited
2013Check-in services and passenger behaviour: Self service technologies in airport systems74 cited
2014Does CSR Matter for Nonprofit Organizations? Testing the Link Between CSR Performance and Trustworthiness in the Nonprofit Versus For-Profit Domain71 cited
2015Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting69 cited
2021Value co-creation and co-destruction in self-service technology: A customer’s perspective67 cited
2017Causal Attributions and Overall Blame of Self-Service Technology (SST) Failure: Different from Service Failures by Employee and Policy65 cited
2020Co-creating interactive dining experiences via interconnected and interoperable smart technology62 cited
2017Do customers care about types of hotel service recovery efforts?57 cited
2022Online service failure: antecedents, moderators and consequences56 cited
2019Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety53 cited
2021Self-check-in kiosk quality and airline non-contact service maximization: how to win air traveler satisfaction and loyalty in the post-pandemic world?52 cited
2018Service failures after online flash sales: role of deal proneness, attribution, and emotion51 cited