Collier, Joel E.; Breazeale, Michael; White, Allyn - In: Journal of Services Marketing 31 (2017) 6, pp. 604-617
Purpose When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service failure and how the presence of other customers can change that role. Specifically, they examine how the...