When something goes wrong and no one is around: Non-internet self-service technology failure and recovery

Journal of Services Marketing

Volumn 22, Issue 4, 2008, Pages 316-327

  Forbes, Lukas P ^a  

^a WESTERN KENTUCKY UNIVERSITY   (United States)

Author keywords

Critical incident technique; Internet; Self service; Service failures

Indexed keywords

EID: 46949101912     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040810881713     Document Type: Article

References (28)

1. Alicke, M.D., Braun, J.C., Glor, J.E., Klotz, M.L., Magee, J., Sederholm, H. and Siegel, R. (1992), "Complaining behavior in social interaction", Personality and Social Psychology Bulletin, June, pp. 286-95.
2. Bejou, D., Edvardsson, B. and Rakowski, J.P. (1996), "A critical incident approach to examining the effects of service failures on customer relationships: The case of Swedish and US airlines", Journal of Travel Research, Vol. 35 No. 1, pp. 35-40.
3. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter: Diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54, January, pp. 71-84.
4. Bruce, L. (2003), "Depositing at ATMs", September 3, available at: www.bankrate.com.
5. E-marketer (2001), "Online consumers in the US", available at: www.emarketer.com/estatnews.
6. Flanagan, J.C. (1954), "The critical incident technique", Psychological Bulletin, Vol. 51, July, pp. 327-58.
7. Forbes, L.P., Kelley, S.W. and Hoffman, K.D. (2005), "Typologies of e-commerce retail failures and recovery strategies", The Journal of Services Marketing, Vol. 19 No. 5, pp. 280-92.
8. Gilly, M.C., Stevenson, W.B. and Yale, L.J. (1991), "Dynamics of complaint management in the service organization", The Journal of Consumer Affairs, Vol. 25 No. 2, pp. 295-322.
9. Gremler, D. and Bitner, M.J. (1992), "Classifying service encounter satisfaction across industries", in Allen, C.T. et al. (Eds), Marketing Theory and Applications, American Marketing Association, Chicago, IL, pp. 111-8.
10. Gutek, B.A., Bhappu, A.D., Liao-Troth, M.A. and Cherry, B. (1999), "Distinguishing between service relationships and encounters", Journal of Applied Psychology, Vol. 84 No. 2, pp. 218-33.
11. Hoffman, K.D. and Chung, B.C. (1999), "Hospitality recovery strategies", Journal of Hospitality and Tourism Research, Vol. 23 No. 1, pp. 71-84.
12. Hoffman, K.D. and Kelley, S.W. (1996), "Guidelines for developing retail recovery strategies", in Wilson, E.J. and Hair, J.E. Jr (Eds), Developments in Marketing Science, Academy of Marketing Science, Phoenix, AZ, p. 123.
13. Hoffman, K.D., Kelley, S.W. and Rotalsky, H. (1995a), "Tracking service failures and employee recovery efforts", Journal of Service Marketing, Vol. 9 No. 2, pp. 49-61.
14. Hoffman, K.D., Kelley, S.W. and Soulage, L. (1995b), "Customer defection analysis: A critical incident approach", in Stern, B.B. and Zinkhan, G.M. (Eds), Enhancing Knowledge and Development in Marketing, American Marketing Association, Chicago, IL, pp. 346-52.
15. Holman, L., Sheldon, J. and Buzek, G. (2004), "North American retail self-checkout systems market study", Enterprise, August 3.
16. Jones, T.O. and Sasser, W.E. Jr (1995), "Why satisfied customers defect", Harvard Business Review, Vol. 73, November-December, pp. 88-99.
17. Keaveney, S.M. (1995), "Customer switching behavior in service industries: An exploratory study", Journal of Marketing, Vol. 59, April, pp. 71-82.
18. Kelley, S.W., Hoffman, K.D. and Davis, M.A. (1993), "A typology of retail failures and recoveries", Journal of Retailing, Vol. 69, Winter, pp. 429-53.
19. Meuter, M.L., Ostrum, A.L., Roundtree, R.I. and Bitner, M.J. (2000), "Self-service technologies: Understanding customer satisfaction with technology-based service encounters", Journal of Marketing, Vol. 64, July, pp. 50-64.
20. Miller, E. (2004), "Best loyalty programs on the internet", E-commerce Times, February 28.
21. Mullaney, T.J., Green, H., Arndt, M., Hof, R.D. and Himelstein, L. (2003), "The e-biz surprise", Business Week, May 12, pp. 60-8.
22. Nyquist, J.D., Bitner, M.J. and Booms, B.H. (1985), "Identifying communications difficulties in the service encounter: A critical incidents approach", in Czepiel, J., Solomon, M. and Surprenant, C. (Eds), The Service Encounter, Lexington Books, Lexington, MA, pp. 195-212.
23. Perreault, W.D. and Leigh, L.E. (1989), "Reliability of nominal data based on qualitative judgments", Journal of Marketing Research, Vol. 26, May, pp. 135-48.
24. Pew Internet Study (2002), available at: www.pewinternet.org.
25. Price, L.L. and Arnould, E.J. (1999), "Commercial friendships: service provider-client relationships in context", Journal of Marketing, Vol. 63, October, pp. 38-56.
26. Sundaram, D.S., Jurowski, C. and Webster, C. (1997), "Service failure recovery efforts in restaurant dining", Hospitality Research Journal, Vol. 20 No. 3, pp. 137-49.
27. Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), "Customer evaluations of service complaint experiences: Implications for relationship marketing", Journal of Marketing, Vol. 62, April, pp. 60-76.
28. Yu, R. (2006), "Airline service evolves into do-it-yourself", USA Today, February 20.