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

Urueña López, Alberto and 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. https://doi.org/10.1504/IJEME.2015.069877.

Description

Title: Justice and emotions in service recovery: a complaint in B2C e-commerce
Author/s:
  • Urueña López, Alberto
  • Hidalgo Nuchera, Antonio
Item Type: Article
Título de Revista/Publicación: International Journal of Engineering Management and Economics
Date: 2015
ISSN: 1756-5154
Volume: 5
Subjects:
Freetext Keywords: complaint; service recovery; e-commerce; emotions; justice
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 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.

More information

Item ID: 41433
DC Identifier: http://oa.upm.es/41433/
OAI Identifier: oai:oa.upm.es:41433
DOI: 10.1504/IJEME.2015.069877
Official URL: https://www.inderscience.com/info/inarticle.php?artid=69877
Deposited by: Memoria Investigacion
Deposited on: 23 Jun 2016 18:02
Last Modified: 07 Jun 2019 15:44
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