... comprising our core attitudinal model are: H1. The perceived ease of use of online complaining will have a positive effect on attitude toward using it. Consumer behaviour Internet Complaints Service research Complaint management Technology acceptance Self‐service technology...

...Nichola Robertson Purpose This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication channels are considered. Design/methodology/approach Qualitative self‐report data from...

...Michael Chih‐Hung Wang Purpose The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting. Design/methodology/approach In cooperation with a survey firm, a total of 424 respondents were...

...Raymond P. Fisk; Lia Patricio; Jiun‐Sheng Chris Lin; Hsing‐Chi Chang Purpose Notwithstanding a significant amount of literature on the technology acceptance model (TAM), past research has overlooked the role consumers' technology readiness (TR) plays in adoption of self‐service technologies (SSTs...