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Service recovery affect behavioral intention

Author: WuHongCan
Tutor: FanXiaoPing
School: Zhejiang University
Course: Management Science and Engineering
Keywords: Service Recovery Perception of fair Customer participation Customer Satisfaction Behavioral intentions
CLC: F224
Type: Master's thesis
Year: 2008
Downloads: 621
Quote: 8
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Abstract


Online shopping all over the world because of its convenient , economic and other advantages of the rapidly growing popularity of online shopping in recent years have shown a good development trend , however , online shopping is also prevalent service failed to become the online retailer to build customer the loyalty of the main obstacles . Therefore, the online shopping service recovery in recent years, scholars have begun to pay attention to online shopping is an important direction . In the literature to support the premise of the service industry to remedy the applicability of clarification, service failure and remedy the traditional theoretical model is extended to online retail , and service recovery , perceived fairness and customer satisfaction, and behavioral intentions between relations between empirical research and come to the impact of the relational model for online retail service recovery . This study is the first customer perception of fair participation as service recovery to generate the adjustment variables affect the process of thinking , and partially confirmed this hypothesis . Previous analysis and discussion of the results of the study the following conclusions: (1) the online retailer 's service recovery on customer perception of the four dimensions of customer perceived fair fair there is a significant impact , but the service recovery is different , tangible compensation allocated fair significant impact; fair and have a significant impact on the response speed of the program ; apology and remedial initiative interactional justice had a significant effect . ( 2 ) Customer perception of fair participation in service recovery affect the process , the role of regulation , but the regulatory role played by the three dimensions of customer participation , including responsibility behavior adjusted tangible compensation for the fair distribution relationship exists ; sharing of information on the relationship of response speed and procedural fairness regulation ; social interaction apology , remedial initiative and interaction equitable relationship exists between the regulatory role . (3) the customer 's perception of fair three dimensions of customer satisfaction and customer behavior intention to have a significant impact . Customer satisfaction, customer behavior intention , that is a significant impact on repurchase intention and word-of-mouth .

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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