Developing Compelling Online Recovery Strategies: Implications for the Fashion Clothing Industry

Ayertey, Samuel and Ozuem, Wilson (2017) Developing Compelling Online Recovery Strategies: Implications for the Fashion Clothing Industry. In: Digital Marketing Strategies for Fashion and Luxury Brands. IGI Global, Hershey, pp. 264-288. ISBN 9781522526971

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Abstract

The Internet offers a platform over which complaining is effortless, yet impactful. A wide and geographically dispersed audience can be reached over the Internet, and compared to offline environments, switching is easier on the Internet since customers can browse, and look for alternative providers with ease. In light of this, gaining an understanding of how to manage online service failures effectively is crucial to the success of firms operating in online environments. Extant research has mainly investigated customer reactions to service failure and recovery encounters taking place in offline brick and mortar outlets. The internet, along with other emerging technologies offers consumers several platforms to interact with others and to subsequently complain about service failure. Drawing on extant studies, this chapter focuses on how service failure and effective recovery strategies can enhance the competitive position of organisations.

Item Type: Book Section
Additional Information: DOI: 10.4018/978-1-5225-2697-1.ch013 Chapter 13
Uncontrolled Keywords: Marketing; Fashion; Luxury brands
Subjects: H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing
Divisions: Schools and Research Institutes > Business School > Business and Human Resource Management
Research Priority Areas: Applied Business Research
Depositing User: Phil Davis
Date Deposited: 07 Dec 2017 08:51
Last Modified: 07 Dec 2017 08:51
URI: http://eprints.glos.ac.uk/id/eprint/5209

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