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Online auction service failures in Taiwan: Typologies and recovery strategies · Study

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ArticleOnline auction service failures in Taiwan: Typologies and recovery strategies

Ying‐Feng Kuo2009

Article2009

Online auction service failures in Taiwan: Typologies and recovery strategies

Ying‐Feng Kuo · Shih-Ting Yen · Ling-Hsiu Chen

66 citations·0/0 files stored·Electronic Commerce Research and Applications

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

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References

1954The critical incident technique.2007Critical Incident Technique 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990Delivering quality service: balancing customer perceptions and expectations 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters 1995Customer Switching Behavior in Service Industries: An Exploratory Study 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1994Critical Service Encounters: The Employee's Viewpoint

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2015Switching barriers and customer retention 2014Understanding the Influence of Online Flow Elements on Hedonic and Utilitarian Online Shopping Experiences: A Case of Online Group Buying 2010Incorporating disservice analysis to enhance perceived service quality 2014Influence of coupons on online travel reservation service recovery 2018Timing and compensation strategies in service recovery

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Year2009

Typearticle

Published2009-09-16

VenueElectronic Commerce Research and Applications

ISSN-L1567-4223

Languageen

Citations66

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.elerap.2009.09.003

openalex_workW2124034211

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2013

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