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Urueña López, Alberto and Hidalgo Nuchera, Antonio (2015). Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses. In: "GIKA 2015 Global Innovation and Knowledge Academy Conference", 15 julio 2015, Valencia (España). pp. 1-12.
Title: | Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses |
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Author/s: |
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Item Type: | Presentation at Congress or Conference (Other) |
Event Title: | GIKA 2015 Global Innovation and Knowledge Academy Conference |
Event Dates: | 15 julio 2015 |
Event Location: | Valencia (España) |
Title of Book: | GIKA 2015 Global Innovation and Knowledge Academy Conference |
Date: | 2015 |
Subjects: | |
Faculty: | E.T.S.I. Industriales (UPM) |
Department: | Ingeniería de Organización, Administración de Empresas y Estadística |
UPM's Research Group: | Innovación, Propiedad industrial y Política tecnológica INNOPRO |
Creative Commons Licenses: | Recognition - No derivative works - Non commercial |
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An increasing number of consumers shift their buying activities from physical stores to retail websites. The reasons for this change are lower prices, time savings and a wider selection of products and services available on websites (Brunner et al., 2014). At the end of 2014, more than 3 billion people used Internet. In Europe 565 million people already use the Internet (79% of the population), and 47% make online purchases (Ecommerce Europe, 2014). Despite efforts by B2C e-commerce firms to offer high-quality services, providing a failure-free service proves almost impossible. Depending on how firms handle service recovery, results may vary massively: from losing an angry customer to retaining a satisfied who may still be willing to purchase again in the future.
Item ID: | 42570 |
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DC Identifier: | http://oa.upm.es/42570/ |
OAI Identifier: | oai:oa.upm.es:42570 |
Official URL: | http://www.gika-academy.com/gika-2015-valencia/ |
Deposited by: | Memoria Investigacion |
Deposited on: | 20 Jul 2016 15:43 |
Last Modified: | 20 Jul 2016 15:43 |