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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
2016
International Journal of Quality and Service Sciences
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H1: There is significant negative effect of excuse on customer satisfaction and repurchase intention in the process of service recovery. ...
H2: There is significant positive effect of justification on customer satisfaction and repurchase intention in the process of service recovery. ...
Satisfaction I am satisfied with the ISP's explanation of the failure. 7 point Likert Scale I believe the ISP's response to my complaint was satisfactory. ...
doi:10.1108/ijqss-04-2015-0044
fatcat:qwh27pwqovelvklpfx7u7retcu
The Role of Communication Justice and Assertive Communication in B2C Marketplace Post Recovery Satisfaction
2021
International journal of social science and human research
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However, assertive communication did not influence the post-recovery satisfaction. This research also proved that post-recovery satisfaction has a positive effect on online repurchase intention. ...
The rapid growth of e-commerce, unfortunately, has not been supported by the improved services. Customers complaints have not been handled properly, due to the lack of non face-to-face communication. ...
the recovery of online services, satisfaction with recovery actions has a strong effect on repurchase intentions. ...
doi:10.47191/ijsshr/v4-i6-18
fatcat:4tivm44rdfg2jffy2j4zntoqyy
Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing
2021
Uncertain Supply Chain Management
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This paper presents the results of an empirical study on the relationship between service recovery quality, customer satisfaction and loyalty in Vietnam's e-retailing. ...
E-retailers in developing economies should consider service recovery process as the opportunity to gain customers' purchase intentions. ...
-Service recovery had a positive impact on satisfaction; -Satisfaction mediated the relationship from recovery and outcome quality to behavioural intentions. ...
doi:10.5267/j.uscm.2020.12.007
fatcat:mgbbx7r2mfa57eyhimb5m3fsme
Development and validation of an instrument to measure online retailing ethics
2016
Internet Research
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The results also showed that the BPSE has strong predictive capability in relation to online customer satisfaction and repurchase intention. ...
Abstract Purpose -The purpose of this paper is to identify the dimensions of e-retailing ethics from the consumers' perspective and to develop a reliable and valid measurement instrument. ...
The second key contribution of the present study stems from the analysis of the effects of e-retailing ethics on customer satisfaction and repurchases intention. ...
doi:10.1108/intr-09-2015-0272
fatcat:m3x66n5a6ngbvkm2ic3iup4hqi
Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context
2022
Business Management and Strategy
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To examine this, the current study aims to analyse the relationship between service failure and its downstream effect on the future customer behavioural intentions (i.e., customers' switching and repurchase ...
Furthermore, it is observed that due to cultural influences, the effect of service recovery on repurchase intention is less significant as compared to switching intention, which shows that in a specific ...
Good service recovery actions provide a complete sequence of the impact of service recovery on customers after getting recovery⎯ the level of satisfaction, behavioural intention, word-of-mouth, and repurchase ...
doi:10.5296/bms.v13i1.19521
fatcat:ychgrs2to5fh7pbo5apeucj56e
Structural Equation Modeling of E-Service Recovery Satisfaction and Customer Retention in the Airline Industry in Malaysia
2015
International Journal of Marketing Studies
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This study aims to investigate the effect of three customer determinants (accumulative trust, customer perception of feedback and digital commitment) on customer retention, focusing on the role of e-service ...
The findings confirmed that e-service recovery satisfaction has a mediating influence on the relationships between accumulative trust and digital commitment and customer retention. ...
This theory provides the support and basis for designing this study's hypotheses, which aim to clarify the effects of e-service recovery satisfaction on consumer behaviour. ...
doi:10.5539/ijms.v7n4p105
fatcat:kbk4rqpkuzbgrpqui2yyrtfxpy
Development of conceptual framework for internet banking customer satisfaction index
2020
International Journal of Electronic Banking
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This paper attempts to review the various CSI models and build a conceptual framework for internet banking customer satisfaction index (IBCSI). ...
The American customer satisfaction index (ACSI) was one of early customer satisfaction scale launched in the early 1990s. ...
It was proved that behavioural intentions (word-of-mouth publicity and repurchase intentions) were influenced by customer satisfaction. ...
doi:10.1504/ijebank.2020.105417
fatcat:3wwidmxs35hhnpswwevubfrutq
A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry
2019
Revista de Cercetare si Interventie Sociala
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The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112. ...
The impact of service quality and sport-team identification on the repurchase intention. Journal of Contemporary Management Issues, 21(1), 19-46. ...
Satisfi ed customers would enhance the repurchase intention; when timely and properly handling service failure, the satisfaction and repurchase intention after the recovery would be obviously enhanced ...
doi:10.33788/rcis.64.6
fatcat:yxizln66erh2tpyozopth3ybla
An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling
2010
Australasian Marketing Journal
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The study builds on the Investment Model by including justice components, and examines the effects of different types of antecedents on calculative commitment that have previously not been examined. ...
The findings also indicate that dependence, interpersonal relationships and specific types of switching costs influence customers' calculative commitment, and the latter influences intentions to repurchase ...
Effects on satisfaction with complaint handling Service failures comprise instances of conflict situations and the justice theory explains customers' reactions to conflict situations (Goodwin and Ross ...
doi:10.1016/j.ausmj.2010.07.005
fatcat:ojlzmackwfarvgid5o6jsrfbnm
E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses
2017
Journal of Business Ethics
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Therefore, the purpose of this paper is to develop and empirically test a framework that explains the impact of SMEs B2B e-commerce ethics on buyer repurchase intentions and loyalty. ...
, non-deception, fulfilment/reliability, service recovery, shared value, and communication) and strongly predictive of online buyer repurchase intentions and loyalty. ...
service recovery) and repurchase intention. ...
doi:10.1007/s10551-017-3452-3
fatcat:o6ttn2gnlzazzhsfqroznc7eke
Literature review on complaints management
2011
Journal of Database Marketing & Customer Strategy Management
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Some suppliers track the effect of quality of service recovery on consumer satisfaction and loyalty, generally through market research tracking studies. ...
Perceived procedural justice mediated the effect of recovery voice on overall satisfaction. ...
doi:10.1057/dbm.2011.16
fatcat:7ix7dch3bjad3a7irwlzqcjywy
An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia
2016
Proceedings of the 13th International Joint Conference on e-Business and Telecommunications
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Factors such as behavioural intention which leads to customer intention to repurchase the service are measured through the Unified Theory of Acceptance and Use of Technology (UTAUT2), Marketing Mix Theory ...
The service quality has an impact on customer satisfaction and retention. ...
The second one is emphasized on intention of customer to repurchase the service in future from service provider. ...
doi:10.5220/0005951900720077
dblp:conf/icete/BhattiAP16
fatcat:3julhf2sgvb4bbp2ccqwregi34
Critical review of the e-loyalty literature: a purchase-centred framework
2012
Electronic Commerce Research
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(J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). ...
The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing ...
[101]
E-commerce/
Marketing
To examine the
effects of service
quality and
satisfaction on
three consumer
behavioural
intentions (word-
of-mouth, site
revisit, purchase
intentions) in the ...
doi:10.1007/s10660-012-9097-5
fatcat:h7dvaevd45gpnbzusruj5opacy
Complaint Handling and Shoppers' Response Outcomes: An Investigation in the Context of Online Retail
2019
Review of Professional Management- A Journal of New Delhi Institute of Management
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In all, due attention to the areas of improvement identified in the present work will help the online retail firms in designing more effective complaint handling systems to address consumers' negative ...
It is in this backdrop, the present study examines the complaint handling by service providers and the resultant post-complaint satisfaction as the basis for developing loyalty and relationship behavior ...
The process of resolving complaints effectively subsequently drives consumers' attitude and behaviour. ...
doi:10.20968/rpm/2018/vl6/i2/141020
fatcat:345fybw3fretppqpotwvefepl4
The effect of recovery satisfaction on citizens loyalty perception: a case study of mobile government services
2020
International Journal of Electrical and Computer Engineering (IJECE)
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Hence, in this study, a survey on 743 adults was carried out, and the data were analyzed using SEM to determine the factors that impact users' recovery satisfaction the most and the impact of recovery ...
The finding of this study illustrated that expect of self-efficacy, all factors proposed in the research model found to has a significant impact on recovery satisfaction. ...
ACKNOWLEDGEMENTS I would like to express my sincere thanks to all the participants in this study whom provides a critical comment about using the mobile government. ...
doi:10.11591/ijece.v10i4.pp4279-4295
fatcat:ao2pvup6dbeifixlm2iyk64zne
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