Anmerkungen:
In: Schmalenbach Business Review, Vol. 61, pp. 40-59, January 2009
Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments January 1, 2009 erstellt
Beschreibung:
Failures in the use of self-service technology are not only a source of dissatisfaction; often, they also trigger negative emotions of anger and helplessness. Drawing on the appraisal theories of emotion, I argue that these emotions have distinct effects on customers' post-purchase reactions (customer loyalty, frequency of use), both directly and indirectly, by reducing customer satisfaction. I test and largely confirm these assumptions in an experimental study with 138 undergraduate students and in a representative field survey with 375 mobile phone users. My results indicate that technology-based service providers should provide instrumental support for customers who feel helpless and a combination of instrumental and emotional support for customers who are angry