Fan, Alei; Wu, Luorong (Laurie); Mattila, Anna S. - In: Journal of Services Marketing 30 (2016) 7, pp. 713-723
-service technology (SST) machines. To that end, the purpose of the present study is to examine customer interactions with an … individual’s sense of power and the presence of other customers in influencing customers’ switching intentions following an SST … reactions to SST failures vary depending on the degree of anthropomorphism associated with an SST machine, an individual’s sense …