Online auction service failures in Taiwan: Typologies and recovery strategies
YF Kuo, ST Yen, LH Chen - Electronic Commerce Research and …, 2011 - Elsevier
Online auctions are a new trading model that integrates auction mechanisms and the
Internet. However, during the interaction between buyers and sellers, service failures
inevitably occur. When service failures occur, selecting an effective service recovery strategy
to correct the failure is an important issue. In this study, 867 failure incidents from buyers of
online auction service encounters are classified into eighteen categories in three main
groups, and the recovery strategies are classified into 10 types. An effective strategy is also …
Internet. However, during the interaction between buyers and sellers, service failures
inevitably occur. When service failures occur, selecting an effective service recovery strategy
to correct the failure is an important issue. In this study, 867 failure incidents from buyers of
online auction service encounters are classified into eighteen categories in three main
groups, and the recovery strategies are classified into 10 types. An effective strategy is also …
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