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Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety

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  • Li-Chun Hsu
  • Kai-Yu Wang
  • Wen-Hai Chih
  • Wei-Ching Lin

Abstract

This research investigates the impact of service failure severity on consumers’ negative emotion (anger) and coping behaviors (revenge and avoidance) in the context of mobile application service failure. It also identifies the moderating role of technology anxiety on the relationship between service failure severity and blame attribution. The sample for this study consisted of users who had experienced a mobile application service failure in Taiwan. This study distributed online surveys to potential respondents via MySurvey, an online survey distribution platform. Seven hundred and thirty-one mobile application users participated in this study. This study adopted Structural Equation Modeling to test the research hypotheses. The results showed that service failure severity positively affected blame attribution and, thus, amplified the anger of negative emotion. Revenge and avoidance occurred. Technology anxiety had a moderating effect on the relationship between service failure severity and blame attribution.

Suggested Citation

  • Li-Chun Hsu & Kai-Yu Wang & Wen-Hai Chih & Wei-Ching Lin, 2021. "Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety," The Service Industries Journal, Taylor & Francis Journals, vol. 41(15-16), pages 1029-1052, December.
    • Handle: RePEc:taf:servic:v:41:y:2021:i:15-16:p:1029-1052
    DOI: 10.1080/02642069.2019.1585428
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    Cited by:

    1. Maduku, Daniel K. & Thusi, Philile, 2023. "Understanding consumers' mobile shopping continuance intention: New perspectives from South Africa," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    2. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    3. Andreawan Honora & Kai-Yu Wang & Wen-Hai Chih, 2024. "The role of customer forgiveness and perceived justice in restoring relationships with customers," Service Business, Springer;Pan-Pacific Business Association, vol. 18(3), pages 363-393, December.
    4. Bohan Zhang & Li Ying & Muhammad Asghar Khan & Madad Ali & Sergey Barykin & Agha Jahanzeb, 2023. "Sustainable Digital Marketing: Factors of Adoption of M-Technologies by Older Adults in the Chinese Market," Sustainability, MDPI, vol. 15(3), pages 1-19, January.
    5. Wang, Weihua & Zhang, Yuting & Zhao, Junjie, 2023. "Technological or social? Influencing factors and mechanisms of the psychological digital divide in rural Chinese elderly," Technology in Society, Elsevier, vol. 74(C).

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