Causal attributions and overall blame of self-service technology (SST) failure : different from service failures by employee and policy
Year of publication: |
January 2018
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Authors: | Lee, Boyoun ; Cranage, David A. |
Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 27.2018, 1, p. 61-84
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Subject: | Causal attributions | overall blame | perceived control over SST and SST interactivity | self-service technology (SST) | service failure | Selbstbedienung | Self-service | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
Type of publication: | Article |
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Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Notes: | Zusammenfassung in chinesischer Sprache |
Other identifiers: | 10.1080/19368623.2017.1337539 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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