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Journal Articles

It’s not MY job! Consumer entitlement and responses to self-service technologies

Hesam Teymouri Athar, Steven Shepherd

Journal of Services Marketing 1–22.

https://doi.org/10.1108/JSM-01-2025-0048

Published: 29 January 2026

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Journal Articles

Responsibilization during uncontrollable events: understanding how consumers assign and accept responsibility for service employee welfare

Nora Moran, Steven Shepherd, Janice Alvarado

Journal of Services Marketing (2023) 37 (8): 1075–1086.

https://doi.org/10.1108/JSM-05-2022-0159

Published: 17 August 2023

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