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題 名 | The Impacts on Online Retailing Service Recovery and Perceived Justice on Consumer Loyalty |
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作 者 | Fan, Yi-wen; Wu, Cheng-chieh; Wu, Wei-ting; | 書刊名 | International Journal of Electronic Business Management |
卷 期 | 8:3 2010.09[民99.09] |
頁 次 | 頁237-244 |
分類號 | 498.2 |
關鍵詞 | Service failure recovery; Justice theory; Repatronage intention; Word-of-mouth; |
語 文 | 英文(English) |
中文摘要 | 隨著電子商務的成長,線上零售業對於服務失誤所需要的服務補救策略與措施也越來 越重視;對線上零售商而言,有效的服務失誤補救是相當重要的策略工具。本研究針 對線上零售商服務失誤補救與認知公平對顧客忠誠度之影響進行研究調查。透過情境 式實驗設計,本研究發現,顧客認知之分配公平會正向影響補救滿意度與正向口碑; 顧客認知之程序公平則對補救滿意度與再購意度有正向影響;本研究亦比較線上與實 體環境中的顧客認知之分配公平與程序公平對顧客忠誠度影響的差異,本研究之研究 發現可以提供線上零售商釐訂服務補救政策與程序之決策參考依據。 |
英文摘要 | Effective service failure recovery has been recognized as an important strategic tool for online retailers due to the dramatic growth of the online retail sector and the importance of service failures recovery in online environment. This study investigates the impacts of service failure recovery and perceived justice on consumer loyalty for online retailing service. By conducting a scenario-based experiment, it is found that perceived distributive justice positively affects recovery satisfaction and positive word-of-mouth; and that procedural justice has a positive impact on recovery satisfaction and repatronage intention. A comparison between researches on online service failure recovery and researches for offline setting is then presented. The research findings can provide valuable insights for online retailers to develop effective service recovery policies and procedures. |
本系統中英文摘要資訊取自各篇刊載內容。