Recovery of online service: Perceived justice and transaction frequency

研究成果: Article同行評審

44 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)2199-2208
頁數10
期刊Computers in Human Behavior
28
發行號6
DOIs
出版狀態Published - 2012 11月

All Science Journal Classification (ASJC) codes

  • 藝術與人文(雜項)
  • 人機介面
  • 心理學(全部)

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