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~person:"Fan, Alei"
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Beschwerdemanagement
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Complaint management
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Consumer behaviour
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Dienstleistungsqualität
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Konsumentenverhalten
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Selbstbedienung
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Self-service
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Anthropomorphism
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Customer satisfaction
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Kundenzufriedenheit
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Technological change
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Technologie
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anthropomorphism
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interdependent self-construal
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self-service technology (SST)
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service failure
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technology self-efficacy
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Fan, Alei
McAleer, Michael
8
Chen, Chi-Chung
6
Chu, Lan-Fen
5
Benayad, Zouaoui
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2
Chiu, Yen-Ting Helena
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Dung Minh Nguyen
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Filali, Abdelkader
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Laouedj, Samir
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Lee, Boyoun
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Mattila, Anna S.
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Reuß, Andreas
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Ruß, Jochen
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Targino, Rodrigo S.
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Wieland, Jochen
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Ayadi, Mohamed
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Ayyagari, Madhavi
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Beatson, Amanda T.
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Benoît-Moreau, Florence
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Biedenbach, Galina
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Bongirwar, Vishal
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Boybeyi, Zafer
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Journal of hospitality marketing & management
1
The journal of services marketing
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ECONIS (ZBW)
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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
2
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
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