The Impact of Online Store Characteristics on Service Recovery Satisfaction in C2C Online Markets

摘要：

　　In this study, the authors examine the effects of C2C online store characteristics on customer satisfaction.Drawing on the equity theory, they investigate the way retailer reputation and price impact the relationship between customers perceptions of justice and the satisfaction towards service recovery.To test the study hypotheses, two 2 × 2 × 2 between-subjects factorial experiments were conducted, and in which the retailer reputation and price have two levels as low and high, respectively.The results show the role online store characteristics play as moderators of different service recovery strategies on service recovery satisfaction.The authors conclude and discuss their findings and implications for both marketing theory and practice.

关键词： Service failure Equity theory Retailer reputation Price Service recovery satisfaction

作者: Xinyan Liu Erci Li Qian Li

作者单位: School of Business Administration, Zhongnan University of Economics and Law, China

会议类型: 国际会议

会议名称: The Thirteenth Wuhan International Conference on E-Business(第十三届武汉电子商务国际会议)(WHICEB2014)

会议地点: 武汉

会议语种:英文

页码: 35-42

在线出版日期: 2014-05-31（万方平台首次上网日期，不代表论文的发表时间）