Self-recovery after self-service technology failures: do motivations and self-efficacy matter?
Yen-Ting Helena Chiu,
Dung Minh Nguyen,
Katharina Maria Hofer
Abstract:PurposeThe growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore why customers prefer or decline to engage in self-recovery. A framework integrating elements from self-determination theory and theory of planned behavior is developed to explore the impact of motivational factors, attitudes and self-efficacy on self-recovery intention.Design/met… Show more
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