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

Autor: Nedra Bahri Ammari, Abir Hsouna, Mounia Benabdallah, Anish Yousaf, Abhishek Mishra

Publikováno v: International Journal of Bank Marketing
International Journal of Bank Marketing, Emerald, 2021, ahead-of-print (ahead-of-print), ⟨10.1108/IJBM-05-2021-0192⟩

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 (

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::05ca4a988485a961a2467cbe36bf1476
https://hal.archives-ouvertes.fr/hal-03513417