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Memorias de investigación
Artículos en revistas:
The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
Año:2015
Áreas de investigación
  • Comercio electrónico
Datos
Descripción
This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business-to-consumer e-commerce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally played in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word-of-mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as the mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction.
Internacional
Si
JCR del ISI
No
Título de la revista
Journal of Theoretical And Applied Electronic Commerce Research
ISSN
0718-1876
Factor de impacto JCR
Información de impacto
Volumen
10
DOI
10.4067/S0718-18762015000200006
Número de revista
2
Desde la página
77
Hasta la página
90
Mes
MAYO
Ranking
Esta actividad pertenece a memorias de investigación
Participantes
  • Autor: Jose Julian Chaparro Pelaez (UPM)
  • Autor: Angel Hernandez Garcia (UPM)
  • Autor: Alberto Urueña Lopez (UPM)
Grupos de investigación, Departamentos, Centros e Institutos de I+D+i relacionados
  • Creador: Grupo de Investigación: Innovación, Propiedad industrial y Política tecnológica (INNOPRO)
  • Centro o Instituto I+D+i: Centro de Domótica Integral, CEDINT
  • Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
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