The Experts below are selected from a list of 97080 Experts worldwide ranked by ideXlab platform
Sharon E Beatty - One of the best experts on this subject based on the ideXlab platform.
-
Service Failure in online retailing a recovery opportunity
Journal of Service Research, 2003Co-Authors: Betsy Bugg Holloway, Sharon E BeattyAbstract:Organized Service recovery policies and programs are important tools to firms in their efforts to maintain satisfied, loyal customers. Although Service Failure and recovery issues have received considerable attention in the literature, these topics have received only limited attention in the context of online retailing. Specifically, we lack an understanding of the types of online Service Failures occurring, the success with which firms are recovering from these Failures, and consumer reactions to the Service Failure/recovery encounters they are experiencing. Therefore, this research involves two studies employing both qualitative and quantitative methods with samples of online shoppers to provide an initial examination of the Service recovery management of online retailers. The results provide a typology of online Service Failures and demonstrate a number of areas in which online retailers are failing to effectively manage their Service recoveries. The discussion includes implications for online retailer...
Balaji Krishnan - One of the best experts on this subject based on the ideXlab platform.
-
how customers cope with Service Failure a study of brand reputation and customer satisfaction
Journal of Business Research, 2015Co-Authors: Aditi Sarkar Sengupta, M S Balaji, Balaji KrishnanAbstract:Abstract In this paper we examine the different coping mechanisms used by customers when they confront Service Failure. It was found that the coping mechanism used by customers changes depending on the severity of the Service Failure. Further, it was observed that brand reputation moderates the relationship between severity of Service Failure and coping strategies, customer satisfaction and behavioral intentions under different conditions. We conducted an experimental study in an airline travel context. The data supports the proposed model.
Betsy Bugg Holloway - One of the best experts on this subject based on the ideXlab platform.
-
Service Failure in online retailing a recovery opportunity
Journal of Service Research, 2003Co-Authors: Betsy Bugg Holloway, Sharon E BeattyAbstract:Organized Service recovery policies and programs are important tools to firms in their efforts to maintain satisfied, loyal customers. Although Service Failure and recovery issues have received considerable attention in the literature, these topics have received only limited attention in the context of online retailing. Specifically, we lack an understanding of the types of online Service Failures occurring, the success with which firms are recovering from these Failures, and consumer reactions to the Service Failure/recovery encounters they are experiencing. Therefore, this research involves two studies employing both qualitative and quantitative methods with samples of online shoppers to provide an initial examination of the Service recovery management of online retailers. The results provide a typology of online Service Failures and demonstrate a number of areas in which online retailers are failing to effectively manage their Service recoveries. The discussion includes implications for online retailer...
Yishun Wang - One of the best experts on this subject based on the ideXlab platform.
-
consumer responses to online retailer s Service recovery after a Service Failure a perspective of justice theory
Managing Service Quality, 2011Co-Authors: Hsin Hui Lin, Yishun Wang, Li Kuan ChangAbstract:Purpose – The purpose of this paper is to investigate consumer responses to online retailer Service recovery remedies following a Service Failure and explores whether the phenomenon of the Service recovery paradox exists within the context of online retailing.Design/methodology/approach – This paper reports on the results of two studies. Study I explores the main and interaction effects of the various dimensions of Service recovery justice (i.e. distributive justice, procedural justice, and interactional justice) on customer satisfaction, negative word‐of‐mouth (WOM), and repurchase intention based on the justice theory. Study II investigates whether the phenomenon of the Service recovery paradox exists (i.e. whether customers have higher satisfaction, higher repurchase intention, and lower negative word‐of‐mouth after experiencing an effectively remedied Service Failure as compared to if the Service Failure had not occurred). A laboratory experimental design is used to test the research hypotheses.Findin...
-
the relationship of Service Failure severity Service recovery justice and perceived switching costs with customer loyalty in the context of e tailing
International Journal of Information Management, 2011Co-Authors: Yishun Wang, Hsin Hui Lin, Yuyin WangAbstract:Given that e-tailing Service Failure is inevitable, a better understanding of how Service Failure and recovery affect customer loyalty represents an important topic for academics and practitioners. This study explores the relationship of Service Failure severity, Service recovery justice (i.e., interactional justice, procedural justice, and distributive justice), and perceived switching costs with customer loyalty; as well, the moderating relationship of Service recovery justice and perceived switching costs on the link between Service Failure severity and customer loyalty in the context of e-tailing are investigated. Data collected from 221 useful respondents are tested against the research model using the partial least squares (PLS) approach. The results indicate that Service Failure severity, interactional justice, procedural justice and perceived switching costs have a significant relationship with customer loyalty, and that interactional justice can mitigate the negative relationship between Service Failure severity and customer loyalty. These findings provide several important theoretical and practical implications in terms of e-tailing Service Failure and recovery.
Hsin Hui Lin - One of the best experts on this subject based on the ideXlab platform.
-
consumer responses to online retailer s Service recovery after a Service Failure a perspective of justice theory
Managing Service Quality, 2011Co-Authors: Hsin Hui Lin, Yishun Wang, Li Kuan ChangAbstract:Purpose – The purpose of this paper is to investigate consumer responses to online retailer Service recovery remedies following a Service Failure and explores whether the phenomenon of the Service recovery paradox exists within the context of online retailing.Design/methodology/approach – This paper reports on the results of two studies. Study I explores the main and interaction effects of the various dimensions of Service recovery justice (i.e. distributive justice, procedural justice, and interactional justice) on customer satisfaction, negative word‐of‐mouth (WOM), and repurchase intention based on the justice theory. Study II investigates whether the phenomenon of the Service recovery paradox exists (i.e. whether customers have higher satisfaction, higher repurchase intention, and lower negative word‐of‐mouth after experiencing an effectively remedied Service Failure as compared to if the Service Failure had not occurred). A laboratory experimental design is used to test the research hypotheses.Findin...
-
the relationship of Service Failure severity Service recovery justice and perceived switching costs with customer loyalty in the context of e tailing
International Journal of Information Management, 2011Co-Authors: Yishun Wang, Hsin Hui Lin, Yuyin WangAbstract:Given that e-tailing Service Failure is inevitable, a better understanding of how Service Failure and recovery affect customer loyalty represents an important topic for academics and practitioners. This study explores the relationship of Service Failure severity, Service recovery justice (i.e., interactional justice, procedural justice, and distributive justice), and perceived switching costs with customer loyalty; as well, the moderating relationship of Service recovery justice and perceived switching costs on the link between Service Failure severity and customer loyalty in the context of e-tailing are investigated. Data collected from 221 useful respondents are tested against the research model using the partial least squares (PLS) approach. The results indicate that Service Failure severity, interactional justice, procedural justice and perceived switching costs have a significant relationship with customer loyalty, and that interactional justice can mitigate the negative relationship between Service Failure severity and customer loyalty. These findings provide several important theoretical and practical implications in terms of e-tailing Service Failure and recovery.
