Abstract
To date, the literature on service failure and recovery has tended to be focused on bricks-and-mortar stores. In this study the relationships among service failures, consumer complaint behaviors, and service recovery expectations in an online setting were investigated. Data were collected from 252 respondents in a questionnaire survey. Results of multiple regression analysis show that personality traits in terms of Type A and locus of control may moderate the relationships among e-service failures, consumer complaint behaviors, and service recovery expectations. When e-service failures occur, Type A and internally oriented consumers engage in aggressive complaint behaviors and expect high service recovery efforts. Conversely, Type B and externally oriented consumers tend to tolerate e-service failures and refrain from complaining. Finally, theoretical and managerial implications are discussed.
Original language | English |
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Pages (from-to) | 1223-1232 |
Number of pages | 10 |
Journal | Social Behavior and Personality |
Volume | 36 |
Issue number | 9 |
DOIs | |
Publication status | Published - 2008 |
Externally published | Yes |
Keywords
- Complaint behavior
- E-service failure
- Locus of control
- Service recovery
- Type A
ASJC Scopus subject areas
- Social Psychology