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Emotions in services: complaint in B2C e-commerce
Citation
Urueña López, Alberto and Hidalgo Nuchera, Antonio (2014). Emotions in services: complaint in B2C e-commerce. In: "8th International Conference on Industrial Engineering and Industrial Management. XX International Conference on Industrial Engineering and Operations Management", 23/07/2014 - 25/07/2014, Málaga (España). pp. 510-518.
Description
| Title: | Emotions in services: complaint in B2C e-commerce |
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| Author/s: |
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| Item Type: | Presentation at Congress or Conference (Article) |
| Event Title: | 8th International Conference on Industrial Engineering and Industrial Management. XX International Conference on Industrial Engineering and Operations Management |
| Event Dates: | 23/07/2014 - 25/07/2014 |
| Event Location: | Málaga (España) |
| Title of Book: | 8th International Conference on Industrial Engineering and Industrial Management. XX International Conference on Industrial Engineering and Operations Management International IIE Conference 2014 |
| Date: | 2014 |
| Subjects: | |
| Freetext Keywords: | Complaint behavior, service recovery, emotions, trust, satisfaction |
| 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 |
Abstract
This study proposes a service recovery (SR) model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery (SSR) processes. While prior SSR studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considered both positive and negative emotions.
More information
| Item ID: | 35163 |
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| DC Identifier: | https://oa.upm.es/35163/ |
| OAI Identifier: | oai:oa.upm.es:35163 |
| Official URL: | http://www.cio2014.org/ |
| Deposited by: | Memoria Investigacion |
| Deposited on: | 12 Jun 2015 14:27 |
| Last Modified: | 26 Jul 2015 22:56 |
