The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce.
Julián Chaparro-PeláezÁngel Hernández-GarcíaAlberto Urueña-LópezPublished in: J. Theor. Appl. Electron. Commer. Res. (2015)
Keyphrases
- electronic commerce
- service quality
- electronic transactions
- agent mediated
- online banking
- electronic marketplaces
- electronic business
- brokerage services
- mobile commerce
- business models
- service providers
- small and medium sized enterprises
- online auctions
- online stores
- customer satisfaction
- reputation mechanisms
- reputation systems
- security services
- web services
- automated negotiation
- trust model
- agent technology
- electronic markets
- social capital
- online shopping
- web based systems
- negotiation protocol
- distributed systems