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Consumers routinely experience service failures in their daily lives. Research regarding such service failures has primarily focused on characteristics of and actions taken by the service provider and has thus far overlooked the role that consumers' own cognitions might play in determining their behavioral responses to service failures. In particular, emotional resilience—or the ability to rebound...
Extant work suggests that unsuccessful human−technology interactions can elicit negative affective reactions, prompting users to engage in compensatory behavior including seeking affiliation with others. The current work presents one mechanism to explain these findings. Specifically, we propose that users may construe incidents of technology failure akin to incidents of social rejection: Across three...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.