Fix It or Leave It? Customer Recovery from Self-service Technology Failures

Journal of Retailing

Volumn 89, Issue 1, 2013, Pages 15-29

  Zhu, Zhen ^a   Nakata, Cheryl ^b   Sivakumar, K ^c   Grewal, Dhruv ^d  

^a SUFFOLK UNIVERSITY   (United States)

^b UNIVERSITY OF ILLINOIS AT CHICAGO   (United States)

^c LEHIGH UNIVERSITY   (United States)

^d BABSON COLLEGE   (United States)

Author keywords

Attribution theory; Cross channel switching; Customer recovery; Expectancy theory; Self service technology; Service failure; Service recovery

Indexed keywords

EID: 84873566119     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2012.10.004     Document Type: Article

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