An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness
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DOI: 10.1108/jsm-07-2020-0271
Abstract: Purpose As self-service technologies (SSTs) become more prevalent, service providers are actively encouraging customers’ involvement with these technologies, sometimes even forcing their customers to use SSTs. This paper aims to examine the influence of the… read more here.
Keywords: powerlessness; service technologies; customer; self service ... See more keywords
Three-Pronged Resentment: How Status Insecurity, Relative Deprivation, and Powerlessness Mediate Between Social Positions and Populist Attitudes
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DOI: 10.1177/00027642241240362
Abstract: Populist attitudes are frequently tied to a specific social position, namely the constituent’s status as a “loser of globalization.” Adding nuance to this explanatory framework, we investigate whether and how resentment mediates between social positions… read more here.
Keywords: resentment; relative deprivation; powerlessness; status ... See more keywords