The driving mechanisms of expectation disconfirmation in e-service recovery: An empirical investigation of the moderating effects

Author

Ma, Shuang ; Wang, Yonggui ; Zhang, Jing

Author_Institution

Bus. Sch., Univ. of Int. Bus. & Econ., Beijing, China

fYear

2011

fDate

25-27 June 2011

Firstpage

1

Lastpage

6

Abstract

The significance of expectation disconfirmation has been widely recognized in the field of service recovery by both managers and researchers. However, there are limited studies of the driving mechanisms of expectation disconfirmation in e-service recovery. This paper empirically explores the moderating roles of some situational factors such as perceived risk, shopping experience and education on the relationship between service recovery and expectation disconfirmation to deepen the understanding of the driving mechanisms of expectation disconfirmation in e-service recovery and bridge the gaps in extant literature.

Keywords

customer satisfaction; electronic commerce; customer satisfaction; driving mechanisms; e-service recovery; expectation disconfirmation; perceived risk; shopping experience; Business; Context; Correlation; Economics; Education; Psychology; Reliability; e-service recovery; education; expectation disconfirmation; perceived risk; shopping experience;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2011 8th International Conference on

Conference_Location

Tianjin

ISSN

2161-1890

Print_ISBN

978-1-61284-310-0

Type

conf

DOI

10.1109/ICSSSM.2011.5959294

Filename

5959294