The Role of Other Customers During Self-Service Technology Failure
Lack of interpersonal contact is associated with a higher risk of failure of self-service technologies(SST), and thus, participation of other customers is especially meaningful during SST failure. We investigate two antecedents of customer helping during service failures - presence of others and tie strength - and suggest that the motive behind helping is self-centered rather than other-centered.
Seo Young Kim and Youjae Yi (2015) ,"The Role of Other Customers During Self-Service Technology Failure", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl , Carolyn Yoon, and , Duluth, MN : Association for Consumer Research, Pages: 792-792.
Seo Young Kim, Seoul National University, South Korea
Youjae Yi, Seoul National University, South Korea
NA - Advances in Consumer Research Volume 43 | 2015
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