DOI:10.1016/j.ijinfomgt.2011.09.001 - Corpus ID: 40011799
Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions
@article{Kuo2012SatisfactionAP,
title={Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions},
author={Ying-Feng Kuo and Chi-Ming Wu},
journal={Int. J. Inf. Manag.},
year={2012},
volume={32},
pages={127-138},
url={https://api.semanticscholar.org/CorpusID:40011799}
}- Ying-Feng Kuo, Chi-Ming Wu
- Published in International Journal of… 1 April 2012
- Business, Psychology
289 Citations
289 Citations
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The study finds positive emotions to have stronger effects in comparison to negative emotions and that whereas the effects of negative emotions on repurchase and recommendation intentions are completely mediated by satisfaction, positive emotions affect them not only indirectly via satisfaction but also directly.
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This paper tested empirically the factors that affect the Post behavior in the Banking Industry by Iranian customers and we used the theory of perceived justice to examine the relationship between…
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80 References
The role of cumulative online purchasing experience in service recovery management
- B. HollowaySijun WangJane Parish
- Business
- 2005
The research presented here extends the traditional theoretical model of service failure and service recovery to the online shopping environment by investigating the moderating role of cumulative…
The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments
- Amy K. SmithRuth N. Bolton
- Business, Psychology
- 2002
This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers' emotional responses to service failures influence their…
Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling
- James G. MaxhamRichard G. Netemeyer
- Business, Psychology
- 2003
Employing elements of organizational theory and service recovery research, the authors examine how employees’ perceptions of shared values and organizational justice can stimulate customer-directed…
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