Consumer responses to the failure of self-service banking technology: moderating role of failure stability

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nedra Bahri Ammari ◽  
Abir Hsouna ◽  
Mounia Benabdallah ◽  
Anish Yousaf ◽  
Abhishek Mishra
Keyword(s):  
Word Of Mouth ◽  
Positive Impact ◽  
Negative Word ◽  
The Self ◽  
Content Type ◽  
Consumer Dissatisfaction ◽  
Self Service ◽  
The Stability ◽  
Self Service Technology ◽  
The Impact

PurposeThe purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.Design/methodology/approachThe proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.FindingsThe study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.Practical implicationsBanks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.Originality/valuePrevious works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.

The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ala' Omar Dandis ◽  
Amr Anwar Jarrad ◽  
Jamal M M Joudeh ◽  
Ibrahim Lewis Mukattash ◽  
Anas Ghassan Hassouneh
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Influential Factor ◽  
University Administrators ◽  
Content Type ◽  
Regression Methods ◽  
Tourism Education ◽  
Service Sectors ◽  
The Impact

PurposeThe purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers.Design/methodology/approachData were collected from self-administered questionnaires involving a sample of 407 currently enrolled student-patients visiting the on-campus university healthcare centers in the Jordanian capital, Amman. Non-probability convenience sampling was performed in this study. Factor analysis and multiple and hierarchical multiple regression methods were used to analyze the data and test the proposed relationships.FindingsThe results show that the primary dimensions (administration quality, interpersonal quality and technical quality) had a significant and positive impact on WOM, with administration quality appearing as the most influential factor leading to WOM. At the subdimensions level, the findings of this study revealed that interaction activity had the most significant predictive value on WOM compared to the other service quality subdimensions. An insignificant relationship between atmosphere, tangibles, relationship activity and WOM was found.Practical implicationsThis study suggests that university administrators and managers of other high-contact service sectors (e.g. hospitality and travel services, tourism education services, financial and insurance services and public services) ought to take into consideration both service quality subdimensions and satisfaction as significant strategic endpoints, as these inputs provide a roadmap for administrators to elicit positive WOM from customers with regard to their businesses.Originality/valueThis study provided its contribution by presenting a comprehensive model of WOM formation and offering specific insights for the on-campus healthcare centers in higher education institutions. This is also the first study conducted in the Middle East, particularly in Jordan.

Anxiety, crowding, and time pressure in public self-service technology acceptance

2014 ◽  
Vol 28 (1) ◽  
pp. 82-94 ◽  
Author(s):  
Katja Gelbrich ◽  
Britta Sattler
Keyword(s):  
Time Pressure ◽  
Ease Of Use ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Negative Effect ◽  
Self Service ◽  
Self Service Technology ◽  
The Impact ◽  
Technology Anxiety

Purpose – The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public. The study includes two context variables that are relevant in public settings: perceived crowding and perceived time pressure. Design/methodology/approach – A cross-sectional survey was conducted to reflect individual perceptions and intentions when initially using a self-checkout. The proposed relationships and interaction effects were examined using structural equation modeling. Findings – The analysis confirms the core relationships of the model (technology self-efficacy→technology anxiety→perceived ease of use→ intention to use) and yields three important results. First, technology anxiety has a direct negative effect on intention to use, which is greater than the indirect effect through the reduction of ease of use. Second, perceived crowding reinforces the negative effect of technology anxiety. Third, when perceived crowding coincides with perceived time pressure, technology anxiety almost completely inhibits the intention to use the SST in public. Research limitations/implications – Technology anxiety is examined as the only antecedent of perceived ease of use. Practical implications – Initial encounters to public self-service technologies should be provided in servicescapes that avoid or at least reduce perceptions of crowding and time pressure. Originality/value – The approach highlights the impact of technology anxiety on the acceptance of self-service technologies used in public by considering two context variables that are salient in public settings: perceived crowding and perceived time pressure.

Why wait? Impact of waiting lines on self-service technology use

2015 ◽  
Vol 27 (6) ◽  
pp. 1181-1197 ◽  
Author(s):  
Alinda Kokkinou ◽  
David A. Cranage
Keyword(s):  
Technology Use ◽  
Service Providers ◽  
The Self ◽  
Content Type ◽  
Service Employee ◽  
Binary Dependent Variable ◽  
Self Service ◽  
Self Service Technology ◽  
Number Of Customers ◽  
Waiting Lines

Purpose – The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to understand what drives customers to use them. Service operators have the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding self-service kiosks. Design/methodology/approach – The study used online scenario-based surveys following a 4 (number of customers waiting for the self-service technology) × 4 (number of customers waiting for the service employee) design. A binary dependent variable was used to record participants’ choice of service delivery alternative. Findings – Using logistic regression, the authors found that customers are increasingly motivated to use self-service technology as the waiting line for the service employee grows longer. This effect is influenced by perceived usefulness, anticipated quality of the self-service technology, need for interaction and technology anxiety. Research limitations/implications – This study should be replicated in a real-world setting where actual behavior, and not only intention, can be measured. Practical implications – The study provides guidance on how service providers can design their service to take advantage of the motivating effect of waiting lines on usage of self-service technology. Originality/value – The present study is the first to combine a scenario-based experiment with a binary dependent variable to isolate the impact of waiting lines on the choice between using a self-service technology and using a service employee. The use of the binary dependent variable overcomes the ambiguity of extrapolating from a continuous measure of intention to draw conclusions about behavior, a binary variable.

Risking the self: the impact of self-esteem on negative word-of-mouth behavior

2018 ◽  
Vol 29 (1) ◽  
pp. 101-113 ◽  
Author(s):  
Matthew Philp ◽  
Martin A. Pyle ◽  
Laurence Ashworth
Keyword(s):  
Word Of Mouth ◽  
Self Esteem ◽  
Negative Word ◽  
The Self ◽  
The Impact

Who do you choose? Comparing perceptions of human vs robo-advisor in the context of financial services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lixuan Zhang ◽  
Iryna Pentina ◽  
Yuhong Fan
Keyword(s):  
Artificial Intelligence ◽  
Financial Services ◽  
Design Methodology ◽  
The Self ◽  
Financial Advisors ◽  
Content Type ◽  
Adoption Theory ◽  
Performance Expectancy ◽  
Self Service ◽  
Self Service Technology

Purpose This study aims to investigate the differences in consumers’ perceptions of trust, performance expectancy and intention to hire between human financial advisors with high/low expertise and robo-advisors. Design/methodology/approach Three experiments were conducted. The respondents were randomly assigned to human advisors with high/low expertise or a robo-advisor. Data were analyzed using MANCOVA. Findings The results suggest that consumers prefer human financial advisors with high expertise to robo-advisors. There are no significant differences between robo-advisors and novice financial advisors regarding performance expectancy and intention to hire. Originality/value This pioneering study extends the self-service technology adoption theory to examine adoption of robo-advisors vs human financial advisors with different expertise levels. To the best of the authors’ knowledge, it is among the first studies to address multi-dimensionality of trust in the context of artificial intelligence-based self-service technologies.

The asymmetric impact of other-blame regret versus self-blame regret on negative word of mouth

2017 ◽  
Vol 51 (11/12) ◽  
pp. 1799-1816 ◽  
Author(s):  
Ruijuan Wu ◽  
Cheng Lu Wang
Keyword(s):  
Boundary Conditions ◽  
Word Of Mouth ◽  
Business Environment ◽  
Negative Word ◽  
Content Type ◽  
Self Blame ◽  
Return Policy ◽  
Other Blame ◽  
The Impact ◽  
The Relationship

Purpose This study aims to distinguish two regret conditions, other-blame regret (O-regret) and self-blame regret (S-regret), and investigate the underlying mechanism and boundary conditions of the relationship between regret and negative word of mouth (NWOM). Design/methodology/approach Four experiments and one survey study test hypotheses regarding how O-regret and S-regret influence NWOM through mediating mechanism of anger and sadness and how the impact of regret on NWOM is moderated by boundary conditions. Findings The results show that consumers who experience O-regret transmit more NWOM than those who experience S-regret. Anger is a dominant emotion when consumers experience O-regret and mediates the impact of regret on NWOM, and sadness is a dominant emotion when consumers experience S-regret and mediates the impact of regret on NWOM. In addition, purchased price (full vs discount price), regret context (private vs public context) and return policy (strict vs lenient policy) are found to moderate the effect of regret on NWOM. Research limitations/implications This study was conducted in China, which has a unique business environment that may differ from other countries. Therefore, this research opens a new avenue to further examine such a phenomenon in countries where a more lenient return policy is a standard business practice. Cross-nation studies comparing how different return policies and other business environment conditions are warranted in future research. Practical implications The study provides several insights for marketers considering the management of NWOM by understanding consumer O-regret and S-regret in either online or offline retailing situations. Originality/value This paper contributes to the extant literature by distinguishing different outcome regrets. The theoretical conceptualization and empirical findings shed further lights on the relationship between regret and other negative emotions and how O-regret and S-regret lead to different impacts on NWOM through different paths of mediation mechanism.

The impact of brand familiarity, customer brand engagement and self-identification on word-of-mouth

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anitha Acharya
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Brand Engagement ◽  
Brand Familiarity ◽  
The Impact

PurposeThe purpose of this paper is to check for the effects of brand familiarity, customer brand engagement and self-identification on word-of-mouth (WOM) communication.Design/methodology/approachA systematic review of the literature regarding brand familiarity and customer brand engagement CBE) was conducted and data were analyzed using structural equation modeling.FindingsThe results revealed that brand familiarity had a positive impact on CBE; self-identification also had a positive impact on WOM communication.Research limitations/implicationsThe model was tested in the context of service sector; future research may investigate in different context.Practical implicationsThe framework advances insight into customer engagement and service dominant logic, which, despite having been recognized for their significant theoretical fit, have remained largely disparate in the literature.Originality/valueThis study is among the first few attempts to examine the impact of brand familiarity on different dimensions, namely, cognitive, affective and activation dimensions of CBE. This study contributes to a more detailed description of the brand familiarity construct and improves understanding of WOM communication. The study provides implications for practitioners and marketers.

scholarly journals How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?

2020 ◽  
Vol 12 (12) ◽  
pp. 5119 ◽  
Author(s):  
Taehyee Um ◽  
Taekyung Kim ◽  
Namho Chung
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Innovation ◽  
Negative Word ◽  
Competitive Advantages ◽  
Communication Interface ◽  
Service Failures ◽  
Self Service ◽  
Sustainable Services ◽  
Self Service Technology

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

Internal audience strikes back from the outside: emotionally exhausted employees’ negative word-of-mouth as the active brand-oriented deviance

2020 ◽  
Vol 29 (7) ◽  
pp. 863-876
Author(s):  
Sang Bong Lee ◽  
Taewon Suh
Keyword(s):  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Word Of Mouth ◽  
Brand Management ◽  
Explanatory Power ◽  
Negative Word ◽  
Equation Modeling ◽  
Data Set ◽  
Content Type ◽  
The Impact

Purpose Reflecting on the importance of negative word-of-mouth (NWOM) executed by internal audience of brand management, this study aims to explore the mechanism of employees’ NWOM in the emotional exhaustion context. Design/methodology/approach Focusing on employees’ active brand-oriented deviances, this study used a surveyed data set (n = 150) collected from negatively aroused employees experiencing a negative event within their organization. Structural equation modeling was adopted to test the hypotheses. Findings The current study revealed that employees’ NWOM is associated with emotional exhaustion. Also, it discovered that emotional exhaustion is more strongly associated with employees’ NWOM than turnover intention. Research limitations/implications Relying on self-regulation theory, the current study identified emotional exhaustion as a critical antecedent of employees’ NWOM. Future researchers can use the longitudinal research design or temporal separation as an effort to prevent common method variance. Practical implications Internal audiences engage in negative brand-oriented performance by spreading NWOM. Further, the advance in social media may instigate NWOM spread by internal audiences to external audiences. Originality/value This paper tests the explanatory power of conservation of resources theory and self-regulatory theory in terms of the impact of employees’ emotional exhaustion on NWOM and turnover intention.

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