Opportunity gone in a flash: Measurement of e-commerce service failure and justice with recovery as a source of e-loyalty.
Saini DasAbhishek MishraDianne CyrPublished in: Decis. Support Syst. (2019)
Keyphrases
- failure recovery
- service quality
- customer loyalty
- customer satisfaction
- electronic commerce
- failure detection
- management system
- service providers
- product information
- information sharing
- fault tolerance
- agent mediated
- web services
- load balancing
- online stores
- end users
- service oriented
- business intelligence
- online services
- electronic business
- data mining
- artificial intelligence
- recovery algorithm
- root cause
- online shopping
- service discovery
- service composition
- cloud computing