کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
10438874 | 913010 | 2005 | 13 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
The role of cumulative online purchasing experience in service recovery management
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موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
بازاریابی و مدیریت بازار
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چکیده انگلیسی
The research presented here extends the traditional theoretical model of service failure and service recovery to the online shopping environment by investigating the moderating role of cumulative online purchasing experience. Using a multigroup structural equation modeling approach to assess differences across two groups with low and high levels of online purchasing experience, the study provides empirical support that cumulative online purchasing experience moderates several key attitudinal and behavioral outcomes of the service failure/recovery encounter. Specifically, in the group with less online purchasing experience, the perceived fairness of the remedy offered by the seller has a greater impact on post-recovery satisfaction. Further, if dissatisfied following a service failure encounter, the group with low levels of purchasing experience is more likely to engage in negative word of mouth. Finally, post-recovery satisfaction is more predictive of repurchase intentions in the highly experienced group than the less experienced group.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Interactive Marketing - Volume 19, Issue 3, 2005, Pages 54-66
Journal: Journal of Interactive Marketing - Volume 19, Issue 3, 2005, Pages 54-66
نویسندگان
Betsy Bugg Holloway, Sijun Wang, Janet Turner Parish,