Memorias de investigación
Artículos en revistas:
Justice and emotions in service recovery: a complaint in B2C e-commerce
Año:2015
Áreas de investigación
  • Ingenierías
Datos
Descripción
This study proposes a marketing approach to service recovery (SR) models to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth (WOM) following complaint behaviour. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect. The sample for this study consists of 303 Spanish business-to-consumer e-commerce (B2C-EC) users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ? mainly interactional justice and procedural justice ? on SSR and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role that negative emotions have traditionally played in these models.
Internacional
Si
JCR del ISI
No
Título de la revista
International Journal of Engineering Management and Economics
ISSN
1756-5154
Factor de impacto JCR
Información de impacto
Volumen
5
DOI
Número de revista
1/2
Desde la página
3
Hasta la página
18
Mes
SIN MES
Ranking
Esta actividad pertenece a memorias de investigación
Participantes
Grupos de investigación, Departamentos, Centros e Institutos de I+D+i relacionados
  • Creador: Grupo de Investigación: Innovación, Propiedad industrial y Política tecnológica (INNOPRO)
  • Departamento: Ingeniería de Organización, Administración de Empresas y Estadística