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Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses
Cita
Urueña López, Alberto 
ORCID: https://orcid.org/0000-0001-8866-882X and Hidalgo Nuchera, Antonio ORCID: https://orcid.org/0000-0002-3598-9862
(2015).
Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses.
En: "GIKA 2015 Global Innovation and Knowledge Academy Conference", 15 julio 2015, Valencia (España). pp. 1-12.
ORCID: https://orcid.org/0000-0001-8866-882X and Hidalgo Nuchera, Antonio ORCID: https://orcid.org/0000-0002-3598-9862
(2015).
Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses.
En: "GIKA 2015 Global Innovation and Knowledge Academy Conference", 15 julio 2015, Valencia (España). pp. 1-12.
Descripción
| Título: | Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses |
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| Autor/es: |
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| Tipo de Documento: | Ponencia en Congreso o Jornada (Otro) |
| Título del Evento: | GIKA 2015 Global Innovation and Knowledge Academy Conference |
| Fechas del Evento: | 15 julio 2015 |
| Lugar del Evento: | Valencia (España) |
| Título del Libro: | GIKA 2015 Global Innovation and Knowledge Academy Conference |
| Fecha: | 2015 |
| Materias: | |
| ODS: | |
| Escuela: | E.T.S.I. Industriales (UPM) |
| Departamento: | Ingeniería de Organización, Administración de Empresas y Estadística |
| Grupo Investigación UPM: | Innovación, Propiedad industrial y Política tecnológica INNOPRO |
| Licencias Creative Commons: | Reconocimiento - Sin obra derivada - No comercial |
Resumen
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.
Más información
| ID de Registro: | 42570 |
|---|---|
| Identificador DC: | https://oa.upm.es/42570/ |
| Identificador OAI: | oai:oa.upm.es:42570 |
| URL Oficial: | http://www.gika-academy.com/gika-2015-valencia/ |
| Depositado por: | Memoria Investigacion |
| Depositado el: | 20 Jul 2016 15:43 |
| Ultima Modificación: | 20 Jul 2016 15:43 |
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