Consumer responses to the failure of self-service banking technology: moderating role of failure stability

• Published in: International journal of bank marketing 2022-04, Vol.40 (3), p.458-483
• Main Authors: Bahri Ammari, Nedra, Hsouna, Abir, Benabdallah, Mounia, Yousaf, Anish, Mishra, Abhishek
• Format: Article
• Language: English
• Subjects: Bank failures; Bank marketing; Banking industry; Banks; Consumers; Customer satisfaction; Customer services; Economics and Finance; Emotions; Failure; Financial institutions; Humanities and Social Sciences; International banking; International finance; Self-efficacy; Success; Telephone banking
• ISSN: 0265-2323; 1758-5937
• DOI: 10.1108/IJBM-05-2021-0192

PurposeThe purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.Design/methodology/approachThe proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.FindingsThe study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.Practical implicationsBanks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.Originality/valuePrevious works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.