{"id":"https://openalex.org/W3033733013","doi":"https://doi.org/10.1080/08874417.2020.1756533","title":"Perceived Control and Perceived Risk in Self-service Technology Recovery","display_name":"Perceived Control and Perceived Risk in Self-service Technology Recovery","publication_year":2020,"publication_date":"2020-06-08","ids":{"openalex":"https://openalex.org/W3033733013","doi":"https://doi.org/10.1080/08874417.2020.1756533","mag":"3033733013"},"language":"en","primary_location":{"id":"doi:10.1080/08874417.2020.1756533","is_oa":false,"landing_page_url":"https://doi.org/10.1080/08874417.2020.1756533","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Computer Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091165260","display_name":"Nghi Thuc Le","orcid":null},"institutions":[{"id":"https://openalex.org/I5681781","display_name":"The University of Adelaide","ror":"https://ror.org/00892tw58","country_code":"AU","type":"education","lineage":["https://openalex.org/I5681781"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Nghi Thuc Le","raw_affiliation_strings":["The University of Adelaide, Adelaide, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The University of Adelaide, Adelaide, Australia","institution_ids":["https://openalex.org/I5681781"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5069518930","display_name":"Sally Rao Hill","orcid":"https://orcid.org/0000-0002-0118-2841"},"institutions":[{"id":"https://openalex.org/I5681781","display_name":"The University of Adelaide","ror":"https://ror.org/00892tw58","country_code":"AU","type":"education","lineage":["https://openalex.org/I5681781"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Sally Rao Hill","raw_affiliation_strings":["The University of Adelaide, Adelaide, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The University of Adelaide, Adelaide, Australia","institution_ids":["https://openalex.org/I5681781"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5004589821","display_name":"Indrit Troshani","orcid":"https://orcid.org/0000-0002-4266-2833"},"institutions":[{"id":"https://openalex.org/I5681781","display_name":"The University of Adelaide","ror":"https://ror.org/00892tw58","country_code":"AU","type":"education","lineage":["https://openalex.org/I5681781"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Indrit Troshani","raw_affiliation_strings":["The University of Adelaide, Adelaide, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The University of Adelaide, Adelaide, Australia","institution_ids":["https://openalex.org/I5681781"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5004589821"],"corresponding_institution_ids":["https://openalex.org/I5681781"],"apc_list":null,"apc_paid":null,"fwci":5.0263,"has_fulltext":false,"cited_by_count":48,"citation_normalized_percentile":{"value":0.94998061,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"62","issue":"1","first_page":"164","last_page":"173"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9983000159263611,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9965000152587891,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"Service recovery","score":0.7790323495864868},{"id":"https://openalex.org/keywords/risk-perception","display_name":"Risk perception","score":0.635523796081543},{"id":"https://openalex.org/keywords/perceived-control","display_name":"Perceived control","score":0.6176950335502625},{"id":"https://openalex.org/keywords/control","display_name":"Control (management)","score":0.5662178993225098},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.5184759497642517},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5112874507904053},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5054581165313721},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.4296151399612427},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.385250449180603},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.25069648027420044},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.22186461091041565},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.2110421359539032},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.14909937977790833}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.7790323495864868},{"id":"https://openalex.org/C163355716","wikidata":"https://www.wikidata.org/wiki/Q2154783","display_name":"Risk perception","level":3,"score":0.635523796081543},{"id":"https://openalex.org/C2778967200","wikidata":"https://www.wikidata.org/wiki/Q22813086","display_name":"Perceived control","level":2,"score":0.6176950335502625},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.5662178993225098},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5184759497642517},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5112874507904053},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5054581165313721},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.4296151399612427},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.385250449180603},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.25069648027420044},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.22186461091041565},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2110421359539032},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.14909937977790833},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/08874417.2020.1756533","is_oa":false,"landing_page_url":"https://doi.org/10.1080/08874417.2020.1756533","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Computer Information Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.4000000059604645,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":74,"referenced_works":["https://openalex.org/W1521717648","https://openalex.org/W1591013228","https://openalex.org/W1872550217","https://openalex.org/W1934449103","https://openalex.org/W1963930039","https://openalex.org/W1966708204","https://openalex.org/W1967444045","https://openalex.org/W1968577530","https://openalex.org/W1974689173","https://openalex.org/W1976978207","https://openalex.org/W1981018178","https://openalex.org/W1983786736","https://openalex.org/W1986221133","https://openalex.org/W1987654098","https://openalex.org/W1988050849","https://openalex.org/W1991347750","https://openalex.org/W2000380427","https://openalex.org/W2005518724","https://openalex.org/W2017207314","https://openalex.org/W2026169005","https://openalex.org/W2026473865","https://openalex.org/W2031688568","https://openalex.org/W2031976495","https://openalex.org/W2035437578","https://openalex.org/W2035690839","https://openalex.org/W2037481723","https://openalex.org/W2048137308","https://openalex.org/W2049868171","https://openalex.org/W2062541363","https://openalex.org/W2067708314","https://openalex.org/W2078164452","https://openalex.org/W2081060444","https://openalex.org/W2092436123","https://openalex.org/W2093464038","https://openalex.org/W2106033441","https://openalex.org/W2110459505","https://openalex.org/W2116227505","https://openalex.org/W2117430481","https://openalex.org/W2121747225","https://openalex.org/W2122339622","https://openalex.org/W2130631506","https://openalex.org/W2131083569","https://openalex.org/W2139249918","https://openalex.org/W2142418121","https://openalex.org/W2148799739","https://openalex.org/W2152103757","https://openalex.org/W2152226178","https://openalex.org/W2152928398","https://openalex.org/W2153864281","https://openalex.org/W2162739331","https://openalex.org/W2164118598","https://openalex.org/W2166982098","https://openalex.org/W2168460957","https://openalex.org/W2168808298","https://openalex.org/W2182256186","https://openalex.org/W2258472374","https://openalex.org/W2271987746","https://openalex.org/W2281777200","https://openalex.org/W2354410848","https://openalex.org/W2413111057","https://openalex.org/W2471673808","https://openalex.org/W2489490212","https://openalex.org/W2501010751","https://openalex.org/W2607413777","https://openalex.org/W2620010522","https://openalex.org/W2763517206","https://openalex.org/W2768247210","https://openalex.org/W2801260502","https://openalex.org/W2894261454","https://openalex.org/W3044454399","https://openalex.org/W3121775323","https://openalex.org/W4231536446","https://openalex.org/W4235678817","https://openalex.org/W4245963810"],"related_works":["https://openalex.org/W808118773","https://openalex.org/W3162909498","https://openalex.org/W2328440517","https://openalex.org/W2119533180","https://openalex.org/W4377943146","https://openalex.org/W1984320848","https://openalex.org/W3033733013","https://openalex.org/W2808987725","https://openalex.org/W2204834540","https://openalex.org/W2941121117"],"abstract_inverted_index":{"The":[0],"widespread":[1],"use":[2,69,112,145],"of":[3,26,48,61,82,85,122,128],"self-service":[4],"technology":[5],"(SST)":[6],"has":[7],"changed":[8],"the":[9,62,80,109,126,137],"way":[10],"customers":[11,33],"experience":[12],"service":[13,21,27,36,49],"and":[14,87,102,142],"how":[15],"they":[16],"deal":[17],"with":[18],"recovery":[19,50,106,124],"from":[20],"failure.":[22],"A":[23],"growing":[24],"number":[25],"providers":[28],"offer":[29],"SST-based":[30,93,105,113,123,146],"recovery,":[31],"allowing":[32],"to":[34,57,68,111,144],"fix":[35],"failures":[37],"using":[38],"SSTs.":[39],"Yet,":[40],"gaining":[41],"customer":[42,66,83],"acceptance":[43],"for":[44,71],"this":[45],"emerging":[46],"form":[47],"presents":[51],"challenges.":[52],"There":[53],"is":[54],"a":[55],"need":[56],"improve":[58],"current":[59],"understanding":[60],"factors":[63],"that":[64,99,118],"influence":[65,108],"decisions":[67],"SST":[70],"failure":[72],"recovery.":[73,94,114,147],"Drawing":[74],"on":[75,131],"control":[76,86,101,130,135],"theory,":[77],"we":[78,116],"examine":[79],"role":[81],"perceptions":[84],"risk":[88,103,121,141],"in":[89],"determining":[90],"intention":[91,110,143],"toward":[92],"We":[95],"provide":[96],"empirical":[97],"evidence":[98],"perceived":[100,120,129,140],"over":[104],"significantly":[107],"Additionally,":[115],"find":[117],"whilst":[119],"mediates":[125],"effect":[127],"usage":[132],"intention,":[133],"personal":[134],"moderates":[136],"relationship":[138],"between":[139]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":9},{"year":2023,"cited_by_count":12},{"year":2022,"cited_by_count":8},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2}],"updated_date":"2026-08-15T07:11:24.734988","created_date":"2025-10-10T00:00:00"}