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Technological product failure: The c...

Lancellotti, Matthew P.

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Technological product failure: The consumer coping process.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Technological product failure: The consumer coping process./
Author:	Lancellotti, Matthew P.
Description:	248 p.
Notes:	Source: Dissertation Abstracts International, Volume: 65-09, Section: A, page: 3475.
Contained By:	Dissertation Abstracts International65-09A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3145225
ISBN:	0496047647

Technological product failure: The consumer coping process.
Lancellotti, Matthew P.

Technological product failure: The consumer coping process. - 248 p.

Source: Dissertation Abstracts International, Volume: 65-09, Section: A, page: 3475.

Thesis (Ph.D.)--University of Southern California, 2004.

Technological products are endemic in consumer life and pervade consumers' efforts to achieve personal, group, and societal goals. They offer much hope and promise for improved lives and a more equitable existence across abilities, classes, and cultures. Due to this great potential, however, the impact of their failure is also great. Thus the means by which consumers cope with such failures, emotionally, cognitively, and behaviorally, are of considerable importance to researchers and practitioners alike. This is especially true given the rapidly changing nature of technological products, the potentially novice status of consumers, and the lack of time consumers have to adequately learn how to use the products and avoid failures. Unfortunately, we know very little about how consumers cope with technological product failures despite the importance of such failures, and the impact of their ability to cope on outcomes important to marketers, such as post-consumption emotions and consumer satisfaction. The purpose of this research is to address three key questions regarding how consumers cope with technological products: (1) How do consumers cope with technological product failure? (2) What affects consumers' choices of these coping mechanisms? (3) What are the outcomes of these coping mechanisms on post-consumption emotions and consumer satisfaction?

ISBN: 0496047647Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Technological product failure: The consumer coping process.
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245 1 0 $a Technological product failure: The consumer coping process.
300 $a 248 p.
500 $a Source: Dissertation Abstracts International, Volume: 65-09, Section: A, page: 3475.
500 $a Advisers: Deborah MacInnis; Allen Weiss.
502 $a Thesis (Ph.D.)--University of Southern California, 2004.
520 $a Technological products are endemic in consumer life and pervade consumers' efforts to achieve personal, group, and societal goals. They offer much hope and promise for improved lives and a more equitable existence across abilities, classes, and cultures. Due to this great potential, however, the impact of their failure is also great. Thus the means by which consumers cope with such failures, emotionally, cognitively, and behaviorally, are of considerable importance to researchers and practitioners alike. This is especially true given the rapidly changing nature of technological products, the potentially novice status of consumers, and the lack of time consumers have to adequately learn how to use the products and avoid failures. Unfortunately, we know very little about how consumers cope with technological product failures despite the importance of such failures, and the impact of their ability to cope on outcomes important to marketers, such as post-consumption emotions and consumer satisfaction. The purpose of this research is to address three key questions regarding how consumers cope with technological products: (1) How do consumers cope with technological product failure? (2) What affects consumers' choices of these coping mechanisms? (3) What are the outcomes of these coping mechanisms on post-consumption emotions and consumer satisfaction?
520 $a These key questions are investigated in three separate studies, around which this research is organized. The first study is qualitative, exploring and providing an understanding of the coping strategies employed by consumers who encounter technological product failure. Study two uses an online scenario-driven questionnaire to investigate the antecedents and outcomes to the coping strategies uncovered in the first study. Two key antecedents are perceived self-efficacy and the pattern of the product failure. Study two also examines the emotional outcomes that result from the various coping strategies, in particular consumer satisfaction. The third and final study investigates the process in a slightly different context of multiple failures, and does so in an actual usage context.
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