At present, as customers often turn to social media platforms to share their service
experience, this study aims to examine the determinants of their negative word-of-mouth …

This study explores post-recovery satisfaction and post-purchase intentions with service
recovery of online shopping customers from the perspectives on perceived justice and …

Emotion can influence important user behaviors, including purchasing decisions, technology
use, and customer loyalty. The ability to easily assess users' emotion during live system use …

Self-service technology (SST) benefits e-commerce firms by increasing operational
efficiency and reducing labor costs, while it also challenges firms in that service resources …

Purpose–The purpose of this paper is to investigate consumer responses to online retailer
service recovery remedies following a service failure and explores whether the …

Seeking to fill a gap in current research on the conditions that would facilitate user
acceptance of m-commerce, the present study investigated m-commerce users' perceptions …

As online shopping is growing, the probability of service failure is increasing, too. Therefore,
online retailers need to employ particular recovery strategies in online setting. Online …

Purpose This paper aims to present two updated typologies of service failures and
recoveries in the omni-channel context. These typologies are based on customer complaints …

The purpose of this study is to investigate the incidence of service failure in rendering
service process during COVID-19. It further explores the outcomes of service recovery …

We propose a new type of psychological recovery strategy (ie, online consumer
experiences, OCEs) for online shopping delivery delay. We developed 4 types of OCEs …