Self-service technologies and voice intentions : an empirical investigation

摘要: Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consumers’ voice been studied in the interpersonal services context, context of SSTs it subject to very little conceptual or empirical scrutiny. To fill this void, study tests empirically a model antecedents intentions unsatisfactory SST encounters. The findings suggest need integrate both “new” and “conventional” complaint behaviour management setting.