Title :
How relationship quality affect customer repurchase intention after service failure—Basing on Mainland China online retailing
Author :
Feng, Liaojun ; Zhong, Linlin
Author_Institution :
Sch. of Econ. & Commerce, South China Univ. of Technol., Guangzhou, China
Abstract :
The research focuses on the issue of service failures in online shops, and moderate effect of relationship quality on customer repurchase intention. Basing on the theories of marketing and psychology, this paper integrates the theories of service failure, perceived service quality and other related theories, proposes the concept of perceived service failure, and study how the relationship factor affect customer repurchase intention after service failure.
Keywords :
Internet; customer relationship management; purchasing; quality of service; retail data processing; Mainland China online retailing; customer repurchase intention; marketing theory; online shops; perceived service failure; perceived service quality; psychology theory; relationship factor; relationship quality; Analytical models; Business; Correlation; Economics; Educational institutions; Mathematical model; Testing; SERVQUAL; online service failure; repurchase;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2012 9th International Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4577-2024-6
DOI :
10.1109/ICSSSM.2012.6252248