Moderating Effect of Service Failure on the Relationship Between Service Recovery and Customer Satisfaction: Evidence from Online Shopping
In the context of online shopping, due to its temporal and spatial separation and time lagging, service failure arising from online shopping has a far higher possibility than offline, thus it has a greater need of carrying out service recovery, due to which it has become a worthier issue to find out what relationship between retailers and consumers shall be rendered in the event of service failure. This paper attempts to explore what types of differences in the relationship between service recovery and consumer satisfaction after recovery will be rendered due to different kinds of service failure in the context of online shopping, and on the basis of reviewing and analyzing literatures at home and abroad, to establish a theoretical model and bring forward theoretical hypotheses, and find out that different types of service failures have a moderating effect on service recovery and consumer satisfaction after recovery.
Service failure Service recovery
LI Dongxian LI Zinan PENG Xinjie
School of Business, Renmin University of China, P. R. China, 100872
国际会议
贵阳
英文
7-12
2011-12-17（万方平台首次上网日期，不代表论文的发表时间）