کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
5111267 | 1483487 | 2017 | 8 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
ترجمه فارسی عنوان
تأثیر بهبود خدمات در مورد عدالت، رضایت و درک صحیح مشتریان بر روی وب سایت های خرید آنلاین
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کلمات کلیدی
بازیابی خدمات، عدالت درک شده، رضایت،
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
بازاریابی و مدیریت بازار
چکیده انگلیسی
As consumers become better informed and more demanding about their purchase of services, service provider's failure to satisfy all consumers during delivery of service is unavoidable. Consequently, to alleviate consumer dissatisfaction that results from service failure has become important. However, empirical consensus has been lacking on the effects of various service recovery activities. Thus, this study examines the impact of different types of service recovery on customers' perceptions of justice, post-recovery satisfaction, and word-of-mouth (WOM) intentions. The results indicated that consumers' perceptions of distributive and interactional justice differ by the types of service recovery and supported significant relationships among perceptions of justice, satisfaction, and WOM intentions. The results implied that consumers respond differently to different types of service recovery and that consumers particularly favor apology among types of service recovery.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Retailing and Consumer Services - Volume 37, July 2017, Pages 23-30
Journal: Journal of Retailing and Consumer Services - Volume 37, July 2017, Pages 23-30
نویسندگان
Na Young Jung, Yoo-Kyoung Seock,