Service failure and self-recovery in tech-based services: self-determination theory perspective

Chiu, Yen‐Ting Helena; Nguyen, Duc-Huy T.

doi:10.1080/02642069.2022.2104257

Cited by 10 publications

(23 citation statements)

References 90 publications

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“…According to SDT, tasks that satisfy a person's inherent psychological needs increase that person's engagement in that activity (Ryan and Deci, 2000). The level of perceived ACR is positively associated with intrinsic motivation, thus determining the degree to which an individual is willing to engage in something for its own sake (Ryan and Deci, 2020; Chiu and Nguyen, 2022), not depending on external incentives.…”

Section: Theoretical Background and Research Hypothesesmentioning

confidence: 99%

Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes

Fernandes

Matos

2023

JSTP

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PurposeNon-profit organizations (NPO) contribute significantly to the welfare of citizens and communities. Engagement in volunteering is crucial for sustaining volunteer motivation and for the effective and efficient functioning of NPO, with significant implications for society at large. Yet, literature on volunteer engagement (VE) is limited to date. Grounded on service-dominant logic, self-congruity theory and self-determination theory, this study aims to understand what motivates VE and how it may evolve into a co-creation process valuable to NPO and its stakeholders.Design/methodology/approachBased on survey data collected from 450 volunteers, working with a diverse set of NPO, a comprehensive model of drivers and outcomes of VE was empirically tested using PLS-SEM, considering the mediating role of volunteers' congruence with the core values of the NPO.FindingsThe impact of volunteers' perceived autonomy, competence and relatedness on VE and its subsequent role in volunteers' loyalty and extra-role engagement behaviors (i.e. co-development, influencing and mobilizing behaviors) were validated. Moreover, the study validates value congruence as an internalizing mediating mechanism in the engagement process, a role that has been implied but not empirically tested.Originality/valueThe study contributes to the engagement and volunteering literature, which despite an unprecedented parallel have developed almost independently, with limited reference to one another. As the nomological network of VE is still underexplored, the study extends the engagement literature to the volunteering sector, validating the key (but underexplored) role of self-determination needs and value congruence in driving VE and value co-creation behaviors. The study further adds to engagement research while addressing other actors' engagement beyond the customer–brand dyad. While adopting a seldom explored marketing perspective of VE, this study provides NPO valuable insights on how to manage and engage volunteers.

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Section: Theoretical Background and Research Hypothesesmentioning

confidence: 99%

Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes

Fernandes

Matos

2023

JSTP

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“…However, it should also be remembered that self-service technologies are not for everyone. Although, sometimes customers may be fascinated by automated voices, many can provoke frustration and even rage at being unable to speak with an actual human being (Chiu & Nguyen, 2022).…”

Section: Management Of Self-service Technologiesmentioning

confidence: 99%

Management of Service Quality With Involvement of Technological Developments in Organizations

Mandal

2023

International Journal of Technology Diffusion

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Service companies should generate and deliver superior services and manage service quality. The objective of the study is to analyze the various aspects of management of service quality. The methodology adopted is a conceptual analysis of managing service quality in organizations. Companies should manage customer expectations and product-service bundles. They should appreciate and involve technological developments and information technology in management of service quality. They should implement self-service technologies and chatbots to improve service quality. Academicians may analyze the various aspects of management of service quality and suggest effective models. Practicing managers should manage customer expectations and product-service bundles, appreciate the involvement of technological developments, and implement latest technological developments like self-service technologies and chatbots for managing service quality effectively. All these initiatives will help companies to manage service quality, deliver superior services, and to achieve growth and business excellence.

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“…, 2022; Lee and Cranage, 2018; Mattila and Cho, 2011). Meanwhile, research on SST recovery initiated by customers remains limited, with few studies conducted (Chiu and Nguyen, 2022). In particular, Zhu et al.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

“…shame and guilt), which is generally regulated by social pressure. Meanwhile, engaging in self-recovery after an SST failure is voluntary, as the responsibility for service recovery rests with the service providers (Chiu and Nguyen, 2022). Therefore, declining self-recovery is not likely to trigger shameful feelings among customers.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

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Self-recovery after self-service technology failures: do motivations and self-efficacy matter?

Chiu,

Nguyen,

Hofer

2023

IJRDM

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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/methodology/approachStructural equation modeling (SEM) was used to analyze the sample consisting of 297 users of retail kiosks in convenience stores.FindingsThe results revealed that intrinsic motivation and identified regulation directly affect customers' attitude and intention to engage in self-recovery. Despite an insignificant direct relationship, external regulation impacted self-recovery intention through attitude. Further, the association between intrinsic motivation and self-recovery intention is moderated by self-efficacy.Originality/valueMuch of the extant SST recovery literature has focused on company-rendered service recovery, providing little guidance to firms on how to promote self-recovery among customers. The integrated motivational-cognitive theoretical base in this study allows for a more differentiated inquiry into the factors shaping self-recovery intention, resulting in a deeper understanding of this topic. The novel insights will help retailers develop effective strategies for promoting self-recovery among users of retail kiosks.

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Service failure and self-recovery in tech-based services: self-determination theory perspective

Cited by 10 publications

References 90 publications

Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes

Towards a better understanding of volunteer engagement: self-determined motivations, self-expression needs and co-creation outcomes

Management of Service Quality With Involvement of Technological Developments in Organizations

Self-recovery after self-service technology failures: do motivations and self-efficacy matter?

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