http://www.dl.edi-info.ir/Satisfaction%20and%20post-purchase%20intentions%20with%20service%20recovery%20of%20online%20shopping%20websites.pdf

Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions

https://nottingham-repository.worktribe.com/preview/771974/Revised%20Manuscript.pdf

Determinants of negative word-of-mouth communication using social networking sites

Purpose – The purpose of this paper is to investigate consumer responses to online retailer service recovery remedies following a service failure and explores whether the phenomenon of the service recovery paradox exists within the context of online retailing.Design/methodology/approach – This paper reports on the results of two studies. Study I explores the main and interaction effects of the various dimensions of service recovery justice (i.e. distributive justice, procedural justice, and interactional justice) on customer satisfaction, negative word‐of‐mouth (WOM), and repurchase intention based on the justice theory. Study II investigates whether the phenomenon of the service recovery paradox exists (i.e. whether customers have higher satisfaction, higher repurchase intention, and lower negative word‐of‐mouth after experiencing an effectively remedied service failure as compared to if the service failure had not occurred). A laboratory experimental design is used to test the research hypotheses.Findin...

Consumer responses to online retailer's service recovery after a service failure: A perspective of justice theory

Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported behaviors, perceptions, beliefs, events, features, characteristics, attributes, and situations that expressed their satisfaction or dissatisfaction with electronic service encounters. Content analysis of these encounters yielded three meta-categories, six categories, and 33 subcategories of customer satisfaction or dissatisfaction with on-line service providers. The findings suggested that three major categories are robust even in the electronic context of the Internet. The antecedents identified were relevant both to product-related services (e.g., books, apparel) and to pure services (e.g., on-line banking, on-line stock trading). The study found that the characteristics and behaviors of customer-contact employees play an important role in on-line service encounters. It also revealed a percentage decrease in satisfactory incidents, a percentage increase in unsatisfactory incidents, and a percentage increase in unsatisfactory incidents involving employee characteristics and behaviors as service encounters move from a bricks-and-mortar environment to an electronic context. This suggests that customer-contact employees may not be well equipped to deal with on-line customers.

Customer Satisfaction with Electronic Service Encounters.

The technical resources, budgets, curriculum, and profile of the student body are all factors that play in implementing course design. Learning management systems administrate these aspects for the development of new methods for course delivery and corresponding instructional design.Learning Management Systems and Instructional Design: Best Practices in Online Education provides an overview on the connection between learning management systems and the variety of instructional design models and methods of course delivery. This book is a useful source for administrators, faculty, instructional designers, course developers, and businesses interested in the technological solutions and methods of online education.

Learning Management Systems and Instructional Design: Best Practices in Online Education

https://ir.nuk.edu.tw/bitstream/310360000Q/10728/2/Online+auction+service+failures+typologies+and+recovery+strategies.pdf

Ling-Hsiu Chen

Papers

Online auction service failures in Taiwan: Typologies and recovery strategies