Dabholkar, Pratibha A.; Spaid, Brian I. - In: The Service Industries Journal 32 (2011) 9, pp. 1415-1432
This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself,...