IDEAS home Printed from https://ideas.repec.org/a/sbr/abstra/v61y2009i1p40-59.html
   My bibliography  Save this article

Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies

Author

Listed:
  • Katja Gelbrich

Abstract

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 ser-vice providers should provide instrumental support for customers who feel helpless and a combination of instrumental and emotional support for customers who are angry.

Suggested Citation

  • Katja Gelbrich, 2009. "Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies," Schmalenbach Business Review (sbr), LMU Munich School of Management, vol. 61(1), pages 40-59, January.
    • Handle: RePEc:sbr:abstra:v:61:y:2009:i:1:p:40-59
    as

    Download full text from publisher

    File URL: http://www.vhb.de/sbr/pdfarchive.html
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Obeidat, Zaid Mohammad & Xiao, Sarah Hong & Qasem, Zainah al & dweeri, Rami al & Obeidat, Ahmad, 2018. "Social media revenge: A typology of online consumer revenge," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 239-255.
    2. Kerstin Pezoldt & Jana Schliewe, 2012. "Akzeptanz von Self-Service-Technologien: State of the Art," Schmalenbach Journal of Business Research, Springer, vol. 64(2), pages 205-253, March.
    3. Ana Raluca Chiosa & Bogdan Anastasiei, 2017. "Negative Word-Of-Mouth: Exploring The Impact Of Adverse Messages On Consumers’ Reactions On Facebook," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 20, pages 157-173, December.
    4. Douglas Bryson & Glyn Atwal & Peter Hultén & Klaus Heine, 2021. "Antecedents of Luxury Brand Hate : A Quantitative Study," Post-Print hal-03188197, HAL.
    5. Shao, Wei & Shao, Guanglin, 2011. "Understanding choice-goal compatibility, dissonance and decision satisfaction," Australasian marketing journal, Elsevier, vol. 19(1), pages 14-21.
    6. Jorge Costa & António Azevedo, 2023. "Beyond Brand Hate: Are You Willing to Forgive a Negative Experience with Your Smartphone Mobile Communications’ Brand?," Corporate Reputation Review, Palgrave Macmillan, vol. 26(2), pages 83-96, May.
    7. Nam, Jinyoung & Kim, Seongcheol, 2022. "Why do elderly people feel negative about the use of self-service technology and how do they cope with the negative emotions?," 31st European Regional ITS Conference, Gothenburg 2022: Reining in Digital Platforms? Challenging monopolies, promoting competition and developing regulatory regimes 265661, International Telecommunications Society (ITS).

    More about this item

    Keywords

    Anger; Customer reactions; Helplessness; Self-Service Technologies; Service failure;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sbr:abstra:v:61:y:2009:i:1:p:40-59. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: sbr (email available below). General contact details of provider: https://edirc.repec.org/data/fbmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.