.... In this study, the authors propose the construct named customer intention to participate in service recovery (CIPSR), develop a scale for it and argue that it is not always implicit but rather is dependent on the consumer's perceived control. Design/methodology/approach A multi-method approach was used...

... collected from among consumers who had experience of using multimedia kiosks at convenience stores in Taiwan. The conceptual model was tested by using structural equation modeling. Findings The results show that perceived usefulness and perceived enjoyment both, initially, influence perceived control...