Contextual Influences: Online Service Failure and Recovery Strategies

Azemi, Fehmi and Ozuem, Wilson and Azemi, Yllka (2015) Contextual Influences: Online Service Failure and Recovery Strategies. Chinese Business Review, 14 (8). pp. 382-389. ISSN 15371506

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Abstract

In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries.

Item Type: Article
Article Type: Article
Uncontrolled Keywords: Online service failure, Recovery strategy, Recovery expectations, Customer satisfaction, Post-recovery behaviour, Failure-recovery process
Subjects: H Social Sciences > HF Commerce > HF5001 Business > HF5717 Business communication
Divisions: Schools and Research Institutes > Business School > Marketing and Retail
Research Priority Areas: Applied Business Research
Depositing User: Susan Turner
Date Deposited: 24 Apr 2017 15:10
Last Modified: 26 Apr 2017 07:16
URI: http://eprints.glos.ac.uk/id/eprint/4341

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