“My bad”: investigating service failure effects in self-service and full-service settings

Social Sciences

• Service Industries 68%
• Failure 40%
• Customer 31%
• Self-Service 27%
• Service Delivery 18%
• Involvement 13%
• Process 13%
• Research 9%
• Purpose 9%
• Company 4%
• Feature 4%
• Scenarios 4%
• Authors 4%
• Approach 4%
• Consumers 4%
• Furniture 4%
• Employees 4%
• Design Methodology 4%
• Knowledge 4%
• Purchase 4%
• Alternative Service 4%
• Difference 4%
• Reaction 4%
• Experiments 4%
• Satisfaction 4%

Computer Science

• Service 100%
• Service Delivery 18%
• Customer Response 9%
• Contexts 9%
• Relationships 4%
• Design 4%
• Potential Difference 4%
• Practical Implication 4%
• Negative Effect 4%
• Roles 4%
• Behavioral Intention 4%
• Failure Scenario 4%
• Negative Impact 4%

Psychology

• Attribution 27%
• Intention 9%
• Research 9%