DocumentCode
2766945
Title
How relationship quality affect customer repurchase intention after service failure—Basing on Mainland China online retailing
Author
Feng, Liaojun ; Zhong, Linlin
Author_Institution
Sch. of Econ. & Commerce, South China Univ. of Technol., Guangzhou, China
fYear
2012
fDate
2-4 July 2012
Firstpage
336
Lastpage
339
Abstract
The research focuses on the issue of service failures in online shops, and moderate effect of relationship quality on customer repurchase intention. Basing on the theories of marketing and psychology, this paper integrates the theories of service failure, perceived service quality and other related theories, proposes the concept of perceived service failure, and study how the relationship factor affect customer repurchase intention after service failure.
Keywords
Internet; customer relationship management; purchasing; quality of service; retail data processing; Mainland China online retailing; customer repurchase intention; marketing theory; online shops; perceived service failure; perceived service quality; psychology theory; relationship factor; relationship quality; Analytical models; Business; Correlation; Economics; Educational institutions; Mathematical model; Testing; SERVQUAL; online service failure; repurchase;
fLanguage
English
Publisher
ieee
Conference_Titel
Service Systems and Service Management (ICSSSM), 2012 9th International Conference on
Conference_Location
Shanghai
Print_ISBN
978-1-4577-2024-6
Type
conf
DOI
10.1109/ICSSSM.2012.6252248
Filename
6252248
Link To Document