Service Recovery Effect of Online Retailing: An Empirical Research*
نویسندگان
چکیده
منابع مشابه
The Impacts of Online Retailing Service Recovery and Perceived Justice on Consumer Loyalty
Effective service failure recovery has been recognized as an important strategic tool for online retailers due to the dramatic growth of the online retail sector and the importance of service failures recovery in online environment. This study investigates the impacts of service failure recovery and perceived justice on consumer loyalty for online retailing service. By conducting a scenario-bas...
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Appropriate vendor response to service failures (i.e., service recovery) may provide a means to strengthen their customer relationships. Service recovery is a well-investigated concept in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by...
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Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the si...
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The purpose of this study is to explain the strategies affecting the failure recovery in significant services which researches had previously disregarded. Since more than half of the total global wealth comes from the service sector, this study gains importance. Service failures and failed recoveries are among the leading causes of customer switching behavior from service organizations. The exi...
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ژورنال
عنوان ژورنال: Management Science and Engineering
سال: 2013
ISSN: 2167-664X,2167-6658
DOI: 10.12677/mse.2013.23011