Recovery Strategies in On-Line Service Failure

Ozuem, Wilson and Lancaster, Geoff (2013) Recovery Strategies in On-Line Service Failure. In: Marketing in the Cyber Era: Strategies and Emerging Trends. Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) . IGI Global, Hershey, PA, pp. 143-159. ISBN 9781466648647

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Abstract

Despite a proliferation of a number of studies on service failures and recovery in e-service settings, there is a paucity of knowledge of ways in which service failures and recovery practices are implemented in the fashion industry. Drawing on constructivist perspective, this study offers a new perspective on an effective relational mechanism that would bridge the rupture between consumers and companies particularly in the on-line fashion sector. The analysis adds to studies on service failures and recovery by elucidating recovery strategies relevant to retailers’ operations in on-line environments. This analysis advances knowledge of on-line service failures and recovery in the UK fashion industry. Findings indicate that consumer expectations of service failures and recovery are context driven, which requires companies to fine-tune their recovery strategies to improve recovery satisfaction.

Item Type: Book Section
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: 14 Mar 2017 12:17
Last Modified: 27 Sep 2017 06:27
URI: http://eprints.glos.ac.uk/id/eprint/4382

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