Emotions in services: complaint in B2C e-commerce

Urueña López, Alberto and Hidalgo Nuchera, Antonio (2014). Emotions in services: complaint in B2C e-commerce. In: "8th International Conference on Industrial Engineering and Industrial Management. XX International Conference on Industrial Engineering and Operations Management", 23/07/2014 - 25/07/2014, Málaga (España). pp. 510-518.

Description

Title: Emotions in services: complaint in B2C e-commerce
Author/s:
  • Urueña López, Alberto
  • Hidalgo Nuchera, Antonio
Item Type: Presentation at Congress or Conference (Article)
Event Title: 8th International Conference on Industrial Engineering and Industrial Management. XX International Conference on Industrial Engineering and Operations Management
Event Dates: 23/07/2014 - 25/07/2014
Event Location: Málaga (España)
Title of Book: 8th International Conference on Industrial Engineering and Industrial Management. XX International Conference on Industrial Engineering and Operations Management International IIE Conference 2014
Date: 2014
Subjects:
Freetext Keywords: Complaint behavior, service recovery, emotions, trust, satisfaction
Faculty: E.T.S.I. Industriales (UPM)
Department: Ingeniería de Organización, Administración de Empresas y Estadística
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

This study proposes a service recovery (SR) model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery (SSR) processes. While prior SSR studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considered both positive and negative emotions.

More information

Item ID: 35163
DC Identifier: http://oa.upm.es/35163/
OAI Identifier: oai:oa.upm.es:35163
Official URL: http://www.cio2014.org/
Deposited by: Memoria Investigacion
Deposited on: 12 Jun 2015 14:27
Last Modified: 26 Jul 2015 22:56
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