PSYCH OpenIR  > 中国科学院行为科学重点实验室
Effect of service recovery on recovery satisfaction and behavior intention: An empirical study on clothing product online shopping
Li, Y.1,2; Liu, T.1,2; Chen, Y.W.1,2
First AuthorLi, Y.
2018-02-09
Conference Name2017 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2017
Correspondent Emailbillie_xlsyx2011@163.com
Source PublicationIEEE International Conference on Industrial Engineering and Engineering Management
Volume2017-December
Pages2236-2240
Conference DateDecember 10, 2017 - December 13, 2017
Conference PlaceSingapore
CountrySingapore
PublisherIEEE Computer Society
Contribution Rank1
Abstract

In the background of clothing products online shopping, data of 276 service failure experienced consumers had been collected through online survey. The aim of this study was to investigate the influence mechanism of service recovery strategies (compensation, recovery speed, apology and recovery initiation) on recovery satisfaction (RS) and behavior intentions (BI) (Word-of-Mouth (WOM) and Repurchase Intention (RI)). Hierarchical regression and bootstrapping had been used to examine the mediation effect of WOM and RS. The findings indicated that all of the four strategies had positive effects on RS; Positive WOM had the mediation effect between RS and RI; RS had the mediation effects between recovery strategies and BI. Also, theoretical and practical contributions had been discussed to give some new perspectives or advices. Limitations and suggestions for future research had been mentioned in the end. © 2017 IEEE.

KeywordRecovery Satisfaction Repurchase Intention Service Recovery Wom
Subject AreaRecovery
DOI10.1109/IEEM.2017.8290289
ISBN21573611
Indexed ByEI
Language英语
EI KeywordsElectronic Commerce - Online Systems
Citation statistics
Document Type会议论文
Identifierhttp://ir.psych.ac.cn/handle/311026/27754
Collection中国科学院行为科学重点实验室
Affiliation1.CAS Key Laboratory of Behavioral Science, Institute of Psychology, Beijing; 100101, China;
2.Department of Psychology, University of Chinese Academy of Sciences, Beijing; 100049, China
Recommended Citation
GB/T 7714
Li, Y.,Liu, T.,Chen, Y.W.. Effect of service recovery on recovery satisfaction and behavior intention: An empirical study on clothing product online shopping[C]:IEEE Computer Society,2018:2236-2240.
Files in This Item:
There are no files associated with this item.
Related Services
Recommend this item
Bookmark
Usage statistics
Export to Endnote
Google Scholar
Similar articles in Google Scholar
[Li, Y.]'s Articles
[Liu, T.]'s Articles
[Chen, Y.W.]'s Articles
Baidu academic
Similar articles in Baidu academic
[Li, Y.]'s Articles
[Liu, T.]'s Articles
[Chen, Y.W.]'s Articles
Bing Scholar
Similar articles in Bing Scholar
[Li, Y.]'s Articles
[Liu, T.]'s Articles
[Chen, Y.W.]'s Articles
Terms of Use
No data!
Social Bookmark/Share
All comments (0)
No comment.
 

Items in the repository are protected by copyright, with all rights reserved, unless otherwise indicated.