ABSTRACT

The widespread use of self-service technology (SST) has changed the way customers experience service and how they deal with recovery from service failure. A growing number of service providers offer SST-based recovery, allowing customers to fix service failures using SSTs. Yet, gaining customer acceptance for this emerging form of service recovery presents challenges. There is a need to improve current understanding of the factors that influence customer decisions to use SST for failure recovery. Drawing on control theory, we examine the role of customer perceptions of control and risk in determining intention toward SST-based recovery. We provide empirical evidence that perceived control and risk over SST-based recovery significantly influence the intention to use SST-based recovery. Additionally, we find that whilst perceived risk of SST-based recovery mediates the effect of perceived control on usage intention, personal control moderates the relationship between perceived risk and intention to use SST-based recovery.

摘要

自助服务技术 (SST) 的广泛使用改变了客户体验服务的方式以及他们如何从服务故障中恢复。越来越多的服务提供商提供基于 SST 的恢复，允许客户使用 SST 修复服务故障。然而，让客户接受这种新兴的服务恢复形式存在挑战。有必要提高目前对影响客户决定使用 SST 进行故障恢复的因素的理解。利用控制理论，我们研究了客户对控制和风险的感知在确定基于 SST 的恢复意图中的作用。我们提供的经验证据表明，对基于 SST 的恢复的感知控制和风险显着影响使用基于 SST 的恢复的意图。此外，