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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
第一作者Li, Y.
2018-02-09
会议名称2017 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2017
通讯作者邮箱billie_xlsyx2011@163.com
会议录名称IEEE International Conference on Industrial Engineering and Engineering Management
卷号2017-December
页码2236-2240
会议日期December 10, 2017 - December 13, 2017
会议地点Singapore
会议举办国Singapore
出版者IEEE Computer Society
产权排序1
摘要

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.

关键词Recovery Satisfaction Repurchase Intention Service Recovery Wom
学科领域Recovery
DOI10.1109/IEEM.2017.8290289
ISBN号21573611
收录类别EI
语种英语
EI主题词Electronic Commerce - Online Systems
引用统计
文献类型会议论文
条目标识符http://ir.psych.ac.cn/handle/311026/27754
专题中国科学院行为科学重点实验室
作者单位1.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
推荐引用方式
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.
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