Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Business Administration

Self-service technologies (SSTs), (e.g. Automated teller machines) are reshaping how services are created and provided to their users where they can get their services faster and less costly than full-service settings. However, customers do sometimes encounter service failures during the use of these technologies. This research aims to understand the impact of attributions of five types of service failures in SST that customers make using locus and stability dimensions of attribution theory on their recovery expectancy and their continued use of the technology. Besides, drawing on expectancy theory to study the mediating role of customer recovery expectancy on the impact of attributions of service failures on the continued use of SST. This study adopted a scenario-based experimental design, where five types of service failures during the use of automated teller machines (ATMs) were manipulated. The described scenarios were followed by an online self-reported survey. Using a convenience sample, 370 responses were gathered online and valid for subsequent statistical analysis using PLS-SEM

Issued also as CD