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

Urueña López, Alberto and Hidalgo Nuchera, Antonio (2016). Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses. "Journal of Business Research", v. 69 (n. 4); pp. 1384-1389. ISSN 0148-2963. https://doi.org/10.1016/j.jbusres.2015.10.112.

Description

Title: Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses
Author/s:
  • Urueña López, Alberto
  • Hidalgo Nuchera, Antonio
Item Type: Article
Título de Revista/Publicación: Journal of Business Research
Date: April 2016
ISSN: 0148-2963
Volume: 69
Subjects:
Freetext Keywords: Justice; Trust; Emotions; Loyalty; SEM; FsQCA
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 analyzes antecedents of customer loyalty following complaint behavior in business-to-consumer (B2C) e-commerce. The study uses structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to test relationships among distributive, interactional, and procedural justice, positive and negative emotions, satisfaction with service recovery, and trust. Justification for the use of both methods lies in the complementarity and interdependent relationships that exist between the variables. The sample comprises 303 e-commerce users who lodge complaints after making online purchases. Results highlight the importance of procedural and interactional justice, positive emotions, and satisfaction with service recovery.

More information

Item ID: 65847
DC Identifier: http://oa.upm.es/65847/
OAI Identifier: oai:oa.upm.es:65847
DOI: 10.1016/j.jbusres.2015.10.112
Official URL: https://www.sciencedirect.com/science/article/pii/S0148296315005354?via%3Dihub#aep-article-footnote-id4
Deposited by: Memoria Investigacion
Deposited on: 16 Feb 2021 14:52
Last Modified: 16 Feb 2021 14:52
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