Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Alei Fan, Luorong (Laurie) Wu and Anna S. Mattila
| Year of publication: |
2016
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|---|---|
| Authors: | Fan, Alei ; Wu, Luorong ; Mattila, Anna S. |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 30.2016, 7, p. 713-723
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| Subject: | Anthropomorphism | Other customers | Self-service technology (SST) | Sense of power | Switching intentions | Selbstbedienung | Self-service | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-07-2015-0225 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011590916