Title :
An Empirical Research on the Mechanism of Service Recovery and Customer Loyalty in Network Retail
Author :
Chang Yaping ; Hu Shaolong ; Yan Xing
Author_Institution :
Manage. Dept., Wuhan Univ. of Sci. & Eng., Wuhan, China
Abstract :
It is significant to discover the impact of service recovery on the customer perceived justice and customer loyalty for the electronic commerce service firms under the network environment. Using factor analysis and regression analysis, this paper conducts an empirical analysis on the relationship between online service recovery and customer loyalty, and a model is built to analyze this relationship on the basis of the justice theory. The study proves that service recovery includes five dimensions: explanation, communication, system, feedback and compensation in e-commerce. Service recovery has important influence on customer perceived justice and customer loyalty.
Keywords :
consumer behaviour; customer services; electronic commerce; retailing; customer loyalty; customer perceived justice; e-commerce; electronic commerce service; factor analysis; feedback; justice theory; network environment; network retail; regression analysis; service recovery; Concurrent computing; Customer satisfaction; Electronic commerce; Electronic mail; Engineering management; Environmental management; Failure analysis; Feedback; Quality of service; Regression analysis;
Conference_Titel :
Computational Intelligence and Software Engineering, 2009. CiSE 2009. International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-4507-3
Electronic_ISBN :
978-1-4244-4507-3
DOI :
10.1109/CISE.2009.5365629
