The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters

Understanding how technology paradoxes a

Understanding how technology paradoxes affect customer satisfaction with self-service technology: The role of performance ambiguity and trust in technology

✍ Devon S. Johnson; Fleura Bardhi; Dan T. Dunn 📂 Article 📅 2008 🏛 John Wiley and Sons 🌐 English ⚖ 206 KB

## Abstract This study examines the role of consumer technology paradoxes within the context of self‐service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in