@inproceedings{3409b92405f04936873a5f6e58d1e26d,
title = "Customer readiness, market orientation and transaction frequency in mobile banking service recovery",
abstract = "This study investigates the effect of internet banking service recovery satisfaction on future intention toward using mobile banking, and examines transaction frequency as a moderator of this relationship. Moreover, this study applies customer participation in service recovery and service recovery experience as the influential factors of service recovery satisfaction. Questionnaires were obtained 419 respondents with internet banking and service recovery experience. The results of SEM analysis illustrate that both role clarity and ability of service recovery can affect the level of service recovery participation. Additionally, the internet banking service provider's responsive and proactive customer orientation can influence customer service recovery experience, which further increases service recovery satisfaction. Recovery satisfaction can thus affect future intention toward using mobile banking. The moderating effect of transaction frequency was also confirmed. Theoretical and managerial implications are discussed.",
author = "Chang, {Hsin Hsin} and Fu, {Chen Su} and Chen, {Shu Hui} and Chiu, {Wei Zong} and Lu, {Yu Yu}",
year = "2016",
month = jan,
day = "1",
language = "English",
series = "Pacific Asia Conference on Information Systems, PACIS 2016 - Proceedings",
publisher = "Pacific Asia Conference on Information Systems",
booktitle = "Pacific Asia Conference on Information Systems, PACIS 2016 - Proceedings",
note = "20th Pacific Asia Conference on Information Systems, PACIS 2016 ; Conference date: 27-06-2016 Through 01-07-2016",
}