"Refunds" or "Discounts"? Exploring the Compensation Framing Effect on Consumer's Perceived Fairness of Online Service Recovery.
Hongqing SunDongjin HePublished in: WHICEB (2014)
Keyphrases
- online stores
- purchase intention
- online search
- perceived risk
- online services
- online learning
- internet shopping
- behavioral intention
- management system
- internet advertising
- online shopping
- internet enabled
- real time
- failure recovery
- game theory
- service providers
- purchase decision
- service oriented
- resource allocation
- structural equation modeling
- computer self efficacy
- online consumer
- theoretical and practical implications
- individual level
- negative impact
- product quality
- survey data
- mobile services
- service quality
- online communities
- user satisfaction
- mobile devices
- web services
- website