The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing

International Journal of Information Management

Volumn 31, Issue 4, 2011, Pages 350-359

  Wang, Yi Shun ^a   Wu, Shun Cheng ^b   Lin, Hsin Hui ^c   Wang, Yu Yin ^d  

^a NATIONAL CHANGHUA UNIVERSITY OF EDUCATION   (Taiwan)

^b VANUNG UNIVERSITY   (Taiwan)

^c NATIONAL TAICHUNG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^d NATIONAL SUN YAT SEN UNIVERSITY   (Taiwan)

Author keywords

Customer loyalty; E tailing; Perceived switching costs; Service failure severity; Service recovery justice

Indexed keywords

LEAST SQUARES APPROXIMATIONS; RECOVERY; SWITCHING;

CUSTOMER LOYALTY; E-TAILING; SERVICE FAILURE; SERVICE RECOVERIES; SWITCHING COSTS;

SALES;

EID: 79958814798     PISSN: 02684012     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijinfomgt.2010.09.001     Document Type: Article

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