Farida Muhammad Samy Amen <br/><br/>
The Impact of Attributions of Self-Service Technology Failure on its Continued Use /  
 دراسة أثر اسناد فشل تكنولوجيا الخدمات الذاتية على استمرار استخدامها 
Farida Muhammad Samy Amen ; Supervised Gamal Sayed Abdelaziz , Ola Tarek 
 - Cairo :   Farida Muhammad Samy Amen ,   2021 
 - 172 P . :   charts ;   25cm 
<br/><br/>Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Business Administration 
<br/><br/> 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 
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<br/><br/><label>Subjects--Topical Terms: </label><br/>Technology 
<br/><br/><label>Subjects--Index Terms: </label>Self-service technologies (SSTs) service failure service recovery