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...

Purpose: Mobile apps represent an emergent self-service technology that has greatly contributed to the rise of mobile shopping. However, the existing services and marketing literature offer little insight on consumer app usage. Further, little is known about how this app usage might affect...