Recovery of online service: Perceived justice and transaction frequency

Research output: Contribution to journalArticlepeer-review

37 Citations (Scopus)

Abstract

Recovery of online service is an issue in need of study. The current study empirically examines (1) the relationships among perceived justice, satisfaction with recovery of online service and repurchase intention of online service/failure encounters; and (2) the moderating effects of transaction frequency on these relationships. The current study collects 187 self-administered questionnaires to gather customers' perceptions of actual online service/failure encounters. Research findings demonstrate that distributive justice, interactional justice and procedural justice can positively lead to satisfaction with recovery of online service and repurchase intention toward online service. These results further show that customers with low transaction frequency tend to focus more on interactional justice to establish their satisfaction with recovery of online service. On the other hand, customers with high transaction frequency focus more on procedural justice.

Original languageEnglish
Pages (from-to)2199-2208
Number of pages10
JournalComputers in Human Behavior
Volume28
Issue number6
DOIs
Publication statusPublished - 2012 Nov 1

All Science Journal Classification (ASJC) codes

  • Arts and Humanities (miscellaneous)
  • Human-Computer Interaction
  • Psychology(all)

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