Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality

作者：

Highlights：

• Online retailers can benefit from delaying response to online service failures.

• Delayed response combined with apology are effective in low criticality services.

• Low negative emotions enhance customer acceptance of delayed recovery.

• Customers construe recovery strategies differentially.

• Online retailers should match recovery strategies with customers' construals.

摘要

•Online retailers can benefit from delaying response to online service failures.•Delayed response combined with apology are effective in low criticality services.•Low negative emotions enhance customer acceptance of delayed recovery.•Customers construe recovery strategies differentially.•Online retailers should match recovery strategies with customers' construals.

论文关键词：Online service failure,Service recovery,Time,Compensation,Criticality,E-retailing

论文评审过程：Received 15 December 2016, Revised 30 June 2017, Accepted 10 July 2017, Available online 11 July 2017, Version of Record 16 October 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.07.013