Title :
Impact of Service Recovery on Customer Loyalty to Online B2C Dealer
Author :
Yaping Chang ; Huiping Yao
Author_Institution :
Manage. Dept., Wuhan Univ. of Sci. & Eng., Wuhan
Abstract :
Finding how service recovery impact the customer loyalty is of great significance for e-commerce service enterprises. This empirical study uses factor analysis and structural equation model to establish a model explaining the relationship between online service recovery and customer loyalty. Data analyses prove that service recovery is consist of five dimensions: explanation, communication, policy, feedback and compensation. Three dimensions-compensation, policy and feedback are found to have significantly influences on customer satisfaction and customer loyalty.
Keywords :
customer satisfaction; data analysis; electronic commerce; feedback; communication dimension; compensation dimension; customer loyalty; customer satisfaction; data analyses; e-commerce service enterprises; explanation dimension; feedback dimension; online B2C dealer; online service recovery; policy dimension; Cause effect analysis; Cognition; Control systems; Customer satisfaction; Data acquisition; Data analysis; Engineering management; Equations; Failure analysis; Feedback;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
DOI :
10.1109/WiCom.2008.2173
