Justice and emotions in service recovery: a complaint in B2C e-commerce

Urueña López, Alberto y Hidalgo Nuchera, Antonio (2015). Justice and emotions in service recovery: a complaint in B2C e-commerce. "International Journal of Engineering Management and Economics", v. 5 (n. 1/2); pp. 3-18. ISSN 1756-5154.

Descripción

Título: Justice and emotions in service recovery: a complaint in B2C e-commerce
Autor/es:
  • Urueña López, Alberto
  • Hidalgo Nuchera, Antonio
Tipo de Documento: Artículo
Título de Revista/Publicación: International Journal of Engineering Management and Economics
Fecha: 2015
Volumen: 5
Materias:
Palabras Clave Informales: complaint; service recovery; e-commerce; emotions; justice
Escuela: E.T.S.I. Industriales (UPM)
Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
Licencias Creative Commons: Reconocimiento - Sin obra derivada - No comercial

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Resumen

This study proposes a marketing approach to service recovery (SR) models to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth (WOM) following complaint behaviour. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect. The sample for this study consists of 303 Spanish business-to-consumer e-commerce (B2C-EC) users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ? mainly interactional justice and procedural justice ? on SSR and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role that negative emotions have traditionally played in these models.

Más información

ID de Registro: 41433
Identificador DC: http://oa.upm.es/41433/
Identificador OAI: oai:oa.upm.es:41433
URL Oficial: http://www.inderscience.com/jhome.php?jcode=IJEME
Depositado por: Memoria Investigacion
Depositado el: 23 Jun 2016 18:02
Ultima Modificación: 24 Jun 2016 14:08
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