Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses

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.

Description

Title: Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses
Author/s:
  • Urueña López, Alberto
  • Hidalgo Nuchera, Antonio
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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Abstract

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.

More information

Item ID: 42570
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
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