Consumer responses to online retailer's service recovery after a service failure: A perspective of justice theory

Managing Service Quality

Volumn 21, Issue 5, 2011, Pages 511-534

  Lin, Hsin Hui ^a   Wang, Yi Shun ^b   Chang, Li Kuan ^c  

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

^b NATIONAL CHANGHUA UNIVERSITY OF EDUCATION   (Taiwan)

^c Taichung Institute of Technology   (Taiwan)

Author keywords

Electronic commerce; Justice theory; Online retailing; Service failures; Service recovery; Service recovery paradox

Indexed keywords

EID: 80052576390     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521111159807     Document Type: Article

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