The Effect of Service Recovery and E-shop Image on Customer Royalty after E-selling Service Failure

被引：0
作者：
Chen, Ming [1 ]
Zhou, Jianming [2 ]
Gao, Jianhua [1 ]
机构：
[1] South China Univ Technol, Sch Business Adm, Guangzhou 510640, Peoples R China
[2] Beijing Univ Technol, Sch Econ & Management, Beijing 100124, Peoples R China
来源：
2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31 | 2008年
关键词：
shopping online; service recovery; e-shop image; customer royalty;
D O I：
暂无
中图分类号：
TN [电子技术、通信技术];
学科分类号：
0809 ;
摘要：
With the rapid development of E-business, internet has become an important channel for consumer to go shopping. E-selling service failure happened inevitably. As the conditions of service failure happened in E-selling is different from traditional selling, understanding whether and how service recovery and E-shop image take effect on customer royalty becomes very necessary. This paper selected 147 Chinese E-shopper who had the experience of E-servicing failure for empirical study. After implementing a structural equation model to test the research framework and hypotheses, it finds that Service recovery has direct positive effect on both E-shop image and Customer royalty significantly; At the same time, E-shop image plays an intermediary role between Service recovery and Customer royalty, and has direct positive effect on Customer royalty, which indicates that good E-shop image can help increasing customer royalty to the E-shop besides Service recovery while E-selling service failure happen.
引用
收藏
页码：8301 / +
页数：2
相关论文
共 17 条
  • [1] *AN REP CTR, 2007, AN CHIN B2C ONL T 20
  • [2] Bagozzi R.P., 1998, Journal of the Academy of Marketing Science, V16, P76, DOI DOI 10.1007/BF02723327
  • [3] Evans J.R., 1995, Retail management: A strategic approach, V6th ed.
  • [4] Gronroos C., 1988, REV BUS, V9, P10, DOI [DOI 10.1016/S1474-4422(12)70307-1, DOI 10.1111/J.1945-1474.1988.TB00329.X]
  • [5] HART CWL, 1990, HARVARD BUS REV, V68, P148
  • [6] Holloway B.B., 2003, Journal of Service Research, V6, P92, DOI [10.1177/1094670503254288, DOI 10.1177/1094670503254288]
  • [7] Fixing service failures
    Johnston, TC
    Hewa, MA
    [J]. INDUSTRIAL MARKETING MANAGEMENT, 1997, 26 (05) : 467 - 473
  • [8] A TYPOLOGY OF RETAIL FAILURES AND RECOVERIES
    KELLEY, SW
    HOFFMAN, KD
    DAVIS, MA
    [J]. JOURNAL OF RETAILING, 1993, 69 (04) : 429 - 452
  • [9] LINDQUIST JD, 1974, J RETAILING, V50, P29
  • [10] MARTINEAU P, 1958, HARVARD BUS REV, V36, P47
12