The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce

Liao, Ying Kai; Wu, Chih Ying; Truong, Giang Nu To; Thi, Yen

doi:10.3390/su142214838

Cited by 5 publications

(8 citation statements)

References 59 publications

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“…These findings not only affirm the central role of satisfaction in shaping consumers' behavioral intentions but also align with previous research emphasizing its significance. The results indicate a substantial relationship between satisfaction (S) and behavioral intention (BI), consistent with the studies by Deng, Lu, Wei, & Zhang (2010); Udo, Bagchi, & Kirs (2010); and Liao et al (2022). Satisfaction is recognized as the influential factor in customers' behavioral intentions (BI).…”

Section: Validity and Reliability Testsupporting

confidence: 87%

“…Post-recovery satisfaction specifically refers to customers' overall contentment with the secondary service (remedial action) provided by a service provider after a service failure. It is crucial to distinguish postrecovery satisfaction from customers' satisfaction with their initial service encounter, also known as secondary satisfaction (Liao et al, 2022). Post-recovery satisfaction has been extensively utilized to gauge the perceived level of justice in various studies (Liao et al, 2022;Mohd-Any et al, 2019;Schoefer, 2008).…”

Section: Satisfactionmentioning

confidence: 99%

“…It is crucial to distinguish postrecovery satisfaction from customers' satisfaction with their initial service encounter, also known as secondary satisfaction (Liao et al, 2022). Post-recovery satisfaction has been extensively utilized to gauge the perceived level of justice in various studies (Liao et al, 2022;Mohd-Any et al, 2019;Schoefer, 2008).…”

Section: Satisfactionmentioning

confidence: 99%

See 2 more Smart Citations

Determinant of online shopping intention: Satisfaction as an intermediary

Sukesi

2023

JIBE

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Conducted with a sample size of 120, the research employed structural equation modeling for analysis. The findings revealed several influential factors, including perceived trust, perceived value, perceived risk, and satisfaction, impacting behavioral intentions among Indonesian online shoppers. Notably, satisfaction emerged as a mediating variable in the relationship between perceived trust, perceived value, perceived risk, and behavioral intentions. The implications suggest that businesses and online retailers seeking to enhance customer satisfaction and drive desired behaviors should consider strategies aligned with these influential factors. However, it is crucial for both researchers and practitioners to acknowledge the study's limitations. Further research endeavors are encouraged to broaden and refine our understanding of consumer behavior in the Indonesian online shopping landscape.

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Section: Validity and Reliability Testsupporting

confidence: 87%

Section: Satisfactionmentioning

confidence: 99%

Section: Satisfactionmentioning

confidence: 99%

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Determinant of online shopping intention: Satisfaction as an intermediary

Sukesi

2023

JIBE

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“…Furthermore, distributive justice mediated in the relationship between the service recovery strategies and the satisfaction through the recovery. In the study conducted by Liao, Wu, Truong and Do (2022) roles of service recovery and perceived justice on post-recovery satisfaction with respect to mobile commerce in Taiwan. The study adopted an experimental research.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Service Recovery and Customer Retention among Banks in Ekiti State: Central Bank of Nigeria Cash Swap Policy Experience

Taiwo,

Peter. O,

Aduragbemi A

2023

IJEBMR

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The study identified service recovery and the level of retention among bank customers in Ekiti State, Nigeria. The study embraced a descriptive survey research. Customers of eight banks like Access Bank, First Bank, Zenith Bank, GTco, Eco Bank, Wema Bank, Heritage Bank and UBA constituted the study population. Two hundred and forty (240) sample size through simple random sampling was employed. Primary data through administration of structured questionnaire to customers of the aforementioned eight banks in Ekiti State was used. The data retrieved were analysed using linear regression. The study found a significant effect of service recovery on customer retention (beta = 930, t= 12.397, P= 0.000 < 0.05) at 0.05 level of significance. In conclusion, service recovery significantly affects customer retention among banks in Ekiti State. The study recommended that bank management or managers should put up a retention strategy through service recovery that will help retain customers and preventing them from switching to other banks.

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“…Mobile recovery strategies involve the use of mobile devices, portable equipment, or temporary facilities to restore critical IT services [75]. This strategy is useful when the primary location is inaccessible or requires immediate evacuation.…”

Section: Mobile Recoverymentioning

confidence: 99%

Ensuring resilience: Integrating IT disaster recovery planning and business continuity for sustainable information technology operations

Derick Musundi Kesa

2023

World J. Adv. Res. Rev.

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Information Technology (IT) Disaster Recovery Planning (IT DRP) and Business Continuity (BC) are essential components of an organization’s overall resilience strategy. IT DRP focuses on the recovery and restoration of IT systems, infrastructure, and services in the event of a disruptive incident or disaster, aiming to minimize downtime and data loss. BC, on the other hand, encompasses a broader perspective, addressing the organization's ability to maintain essential operations and deliver critical services during and after a disruption. This paper provides an overview of IT DRP and BC, highlighting their importance, challenges, and strategies. It also identifies the research gaps and future research scope in these areas. The findings indicate that both IT DRP and BC face challenges in their effective implementation. These challenges include the evolving nature of technology, increasing complexity of IT systems, budget constraints, organizational resistance to change, and the need for skilled personnel. Overcoming these challenges requires a comprehensive understanding of the organization’s IT infrastructure, risk assessment, and the development of robust recovery strategies and plans. It is also noted that despite considerable research on IT DRP and BC, there are several research gaps that deserve attention. These include the development of advanced technologies and tools for more efficient recovery and continuity, the integration of IT DRP and BC with overall organizational risk management, the impact of emerging technologies such as cloud computing and virtualization on recovery strategies, and the evaluation of the effectiveness and cost-efficiency of different IT DRP and BC strategies.

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The Roles of Service Recovery and Perceived Justice on Post-Recovery Satisfaction in M-Commerce

Cited by 5 publications

References 59 publications

Determinant of online shopping intention: Satisfaction as an intermediary

Determinant of online shopping intention: Satisfaction as an intermediary

Service Recovery and Customer Retention among Banks in Ekiti State: Central Bank of Nigeria Cash Swap Policy Experience

Ensuring resilience: Integrating IT disaster recovery planning and business continuity for sustainable information technology operations

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