The role of other customers during self-service technology failure
Year of publication: |
December 2017
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Authors: | Yi, Youjae ; Kim, Seo Young |
Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 11.2017, 4, p. 695-715
|
Subject: | Self-service technology (SST) | Customer citizenship behavior (CCB) | Service failure | Inter-customer helping | Helping behavior | Self-centered motives | Selbstbedienung | Self-service | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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