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Effect of Recovery Efforts on Consumer Trust and Loyalty in E-Tail: A Contingency Model

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References

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1993

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The Antecedents and Consequences of Customer Satisfaction for Firms

4,607 cited

2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited

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2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
2017Examining e-loyalty towards online shopping platforms93 cited
2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality88 cited
2012Do ongoing relationships buffer the effects of service recovery on customers' trust and loyalty?73 cited
2018The Effects of Apologies for Service Failures in the Global Online Retail69 cited
2014Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet60 cited
2015One firm, one product, two prices: Channel-based price differentiation and customer retention55 cited
2020Cross-Side Network Effects, Brand Equity, and Consumer Loyalty: Evidence from Mobile Payment Market47 cited
2013Analysing complaint intentions in online shopping: the antecedents of justice and technology use and the mediator of customer satisfaction43 cited
2016Impact of Technology Quality, Perceived Ease of Use and Perceived Usefulness in the Formation of Consumer’s Satisfaction in the Context of E-learning38 cited
2018Determinants of customer loyalty: a study with customers of a Brazilian bank38 cited
2013The balance of the impact of quality and recovery on satisfaction: the case of e-travel37 cited
2012Determinants Influencing Consumers’ Trust and Trust Performance of Social Commerce and Moderating Effect of Experience33 cited