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Recovery of online service: Perceived justice and transaction frequency · Study

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ArticleRecovery of online service: Perceived justice and transaction frequency

Hsin Hsin Chang2012

Article2012

Recovery of online service: Perceived justice and transaction frequency

Hsin Hsin Chang · Meng-Kuan Lai · Che‐Hao Hsu

60 citations·0/0 files stored·Computers in Human Behavior

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour AI in Service Interactions

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988Structural equation modeling in practice: A review and recommended two-step approach.1985A Conceptual Model of Service Quality and Its Implications for Future Research 2002Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance 1996The Behavioral Consequences of Service Quality 1999Whence Consumer Loyalty?1988The Social Psychology of Procedural Justice 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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2013An examination of negative e-WOM adoption: Brand commitment as a moderator 2014Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet 2022Online service failure: antecedents, moderators and consequences 2019To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers 2020“It’s not worth the effort”! Examining service recovery in Airbnb and other homesharing platforms

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2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 23 shared references 2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysisarticle · 21 shared references 2011Service recovery: Literature review and research issuesarticle · 21 shared references 2009The effects of service failures and recovery on customer loyalty in e‐servicesarticle · 18 shared references 2023Service failure and service recovery: A hybrid review and research agendaarticle · 18 shared references 2023Mapping the service recovery research landscape: A bibliometric‐based systematic reviewreview · 18 shared references

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Year2012

Typearticle

Published2012-07-18

VenueComputers in Human Behavior

ISSN-L0747-5632

Languageen

Citations60

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.chb.2012.06.027

openalex_workW2052397979

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2016Who is talking, who is listening? Service recovery through online customer-to-customer interactions

2021Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery