Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions
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摘要
This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites.
论文关键词:Post-recovery satisfaction,Post-purchase intention,Perceived justice,Emotions,Online shopping websites
论文评审过程:Available online 22 September 2011.
论文官网地址:https://doi.org/10.1016/j.ijinfomgt.2011.09.001