Recovery of online service: Perceived justice and transaction frequency

Chang, Hsin Hsin; Lai, Meng-Kuan; Hsu, Che-Hao

doi:10.1016/j.chb.2012.06.027

Cited by 44 publications

(47 citation statements)

References 55 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…That is, effective service recovery actions can win a consumer back -and even may make the customer more loyal than before the negative experience, which reflects the service recovery paradox. Some recent studies examine service failures and recovery in online settings (Chang et al, 2012;Pizzutti and Fernandes, 2010;Sousa and Voss, 2009;Wang et al, 2011), but generally without addressing consumer complaint behaviour or the service recovery paradox (De Matos et al, 2007). Pressing questions for online retail channel thus remain unanswered.…”

Section: Research Objectivementioning

confidence: 99%

“…Common complaints online include problems with customer service, confusing business rules, unsatisfactory delivery issues, product failure, problems with after-sales service, or payment/billing issues (Cho et al, 2002b). Both the form of the negative experience and the way the company handles the complaint likely affect future online purchase intentions and thus could determine whether the projected growth estimates for online retailing become a reality (Chang et al, 2012;Rao et al, 2011;Reibstein, 2002).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet

2014

View full text Add to dashboard Cite

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach -Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings -Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value -This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.

show abstract

Section: Research Objectivementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet

2014

View full text Add to dashboard Cite

show abstract

“…In addition, the nature of the functionality of online services is one of the factors that could contribute to the success of online service provision. For instance, we found that service recovery is an important example that needs to be included as Chang et al (2012) and Harris et al (2006) reviewed recovery services design in the provision of online services and examined their influences and impact. They found that service recovery potentially influences user satisfaction, repurchase intention and the failure of online services.…”

Section: Framework For Online Servicesmentioning

confidence: 99%

Designing Online Service: From State-of-the-Art to a Unified Framework

Ibrahim

Durugbo

2016

Proceedings of the 12th International Conference on Web Information Systems and Technologies

View full text Add to dashboard Cite

“…The other moderating variable which is Transaction frequency was classified into (a) 1-4 times, (b)5-8 times (c) 9-12 times and (d)more than 13 times [17]. Moving along the product continuum in the context of product type or moving from high to low frequency levels in the context of transaction frequency, there can be a change in the basic empirical model which is yet to be proved in this paper.…”

Section: Cr = β1+ β2sf + β3rs +β4tf + U (3)mentioning

confidence: 99%

“…When there are complaints from customers with a low transaction frequency, they should aim to deliver interactional justice than the other justice dimensions like distributive and procedural justice. When there are complaints from customers with high transaction frequency, they should aim to deliver procedural justice than the other justice dimensions [17]. Repurchase intentions of customers are usually influenced by post-recovery satisfaction, when it comes to consumers with higher cumulative online experience than consumers with lower cumulative online experience [18].…”

Section: H1 Bmentioning

confidence: 99%

Service Failures and Recovery Strategies in E-tailing: Examining the effects of Product Type and Transaction Frequency

Vincy

Hemamala

2018

MATEC Web of Conferences

View full text Add to dashboard Cite

Abstract-The purpose of this paper is recognize product type differences on post recovery satisfaction levels when online purchase failures happen at any stage during an order fulfilment cycle. In particular, we determine how it changes based on the recovery strategy adopted. Findings support the hypothesis that the satisfaction regarding an online purchase reduces when the product is purchased with more shopping effort, i.e. customers will have more satisfaction regarding the order fulfilment process when buying a convenience good than buying a speciality good. This study is unique in that, unlike previous studies on order fulfilment process in e-tailing investigating the relationship between severity of a service failure and post recovery satisfaction, we examine how does the satisfaction levels upon service recovery strategy adopted changes based on the frequency of purchase of the customer on an e-tailing platform. Results suggest that the satisfaction after an online purchase failure and its recovery tends to be high for a customer who has a high frequency of purchasing online than a person with a low frequency of purchasing online.

show abstract

Recovery of online service: Perceived justice and transaction frequency

Cited by 44 publications

References 55 publications

Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet

Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet

Designing Online Service: From State-of-the-Art to a Unified Framework

Service Failures and Recovery Strategies in E-tailing: Examining the effects of Product Type and Transaction Frequency

Contact Info

Product

Resources

About