Non-internet self-service technology failures and recoveries: comparing China with the United States
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DOI: 10.1007/s11628-012-0168-4
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References listed on IDEAS
- Wong, Nancy Y., 2004. "The role of culture in the perception of service recovery," Journal of Business Research, Elsevier, vol. 57(9), pages 957-963, September.
- Child, John, 2009. "Context, Comparison, and Methodology in Chinese Management Research," Management and Organization Review, Cambridge University Press, vol. 5(1), pages 57-73, March.
- Barney, Jay B. & Zhang, Shujun, 2009. "The Future of Chinese Management Research: A Theory of Chinese Management versus A Chinese Theory of Management," Management and Organization Review, Cambridge University Press, vol. 5(1), pages 15-28, March.
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Cited by:
- Alireza Nili & Mary Tate & David Johnstone, 2019. "The process of solving problems with self-service technologies: a study from the user’s perspective," Electronic Commerce Research, Springer, vol. 19(2), pages 373-407, June.
- Arun Kumar Kaushik & Zillur Rahman, 2016. "Self-service innovativeness scale: introduction, development, and validation of scale," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 799-822, December.
- Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
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Keywords
Service failure; Service recovery; Self-service technology; Critical incident technique;All these keywords.
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