19G the Role of Personal Self-Serving Technologies in Responses to Service Failures
We found that consumers react differently under service failure when they use SSTs with different ownerships. That is, when they adopt personal SSTs (vs. non-personal SSTs) to complete serf-services, they are more likely to blame the service failure on themselves (vs. on other people).
Xiao Shannon Yi and Lisa C. Wan (2019) ,"19G the Role of Personal Self-Serving Technologies in Responses to Service Failures", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 1000-1000.
Xiao Shannon Yi, Chinese University of Hong Kong, China
Lisa C. Wan, Chinese University of Hong Kong, China
NA - Advances in Consumer Research Volume 47 | 2019
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