The driving mechanisms of expectation disconfirmation in e-service recovery: An empirical investigation of the moderating effects

The significance of expectation disconfirmation has been widely recognized in the field of service recovery by both managers and researchers. However, there are limited studies of the driving mechanisms of expectation disconfirmation in e-service recovery. This paper empirically explores the moderating roles of some situational factors such as perceived risk, shopping experience and education on the relationship between service recovery and expectation disconfirmation to deepen the understanding of the driving mechanisms of expectation disconfirmation in e-service recovery and bridge the gaps in extant literature.