An exploration of consumers' response to online service recovery initiatives

Ozuem, Wilson and Patel, Amisha and Howell, Kerry E and Lancaster, Geoff (2017) An exploration of consumers' response to online service recovery initiatives. International Journal of Market Research, 59 (1). pp. 97-119. ISSN 1470-7853

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Abstract

In a changing social, political and economic environment the use of information technology has permeated all forms of organisations: from private to public; from local to global; old and new. Parallel with this development, companies have developed and experimented with new means of interacting with customers, and have devised and applied a variety of marketing strategies. The deployment of the internet along with its subsets has created a number of new opportunities as well as a range of uncertainties and burdens, particularly on consumer perceptions of service quality, service failure and recovery. This paper concentrates on levels of service failure and recovery strategies in relation to UK online fashion retailers. It contributes to extant knowledge and an understanding of behavioural related issues, e.g. understanding consumer behaviour in the development of innovative business models in the industry.

Item Type: Article
Article Type: Article
Uncontrolled Keywords: Consumer behaviour, Consumer perceptions, Service quality, Service disruption
Subjects: H Social Sciences > HF Commerce > HF5001 Business
Divisions: Schools and Research Institutes > Business School > Business and Human Resource Management
Research Priority Areas: Applied Business Research
Depositing User: Anne Pengelly
Date Deposited: 11 Nov 2016 12:47
Last Modified: 23 Mar 2017 12:31
URI: http://eprints.glos.ac.uk/id/eprint/4084

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