摘要
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.
原文 | 英語 |
---|---|
頁(從 - 到) | 1223-1232 |
頁數 | 10 |
期刊 | Social Behavior and Personality |
卷 | 36 |
發行號 | 9 |
DOIs | |
出版狀態 | 已發佈 - 12月 1 2008 |
對外發佈 | 是 |
ASJC Scopus subject areas
- 社會心理學