When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent self-construal
Alei Fan, Luorong (Laurie) Wu, Li Miao, Anna S. Mattila
| Year of publication: |
2020
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| Authors: | Fan, Alei ; Wu, Luorong ; Miao, Li ; Mattila, Anna S. |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 29.2020, 3, p. 269-290
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| Subject: | anthropomorphism | interdependent self-construal | self-service technology (SST) | service failure | Service technology | technology self-efficacy | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Technischer Fortschritt | Technological change | Selbstbedienung | Self-service | Technologie | Technology | Persönlichkeitspsychologie | Personality psychology | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2019.1639095 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012256133