Understanding the Impact of Service Failure and Recovery Justice on Consumers' Satisfaction and Repurchase Intention.
Jack Shih-Chieh HsuChao-Min ChiuKuang-Ting ChengPaul Jen-Hwa HuPublished in: ICIS (2021)
Keyphrases
- social networks
- failure recovery
- service quality
- purchase decision
- customer satisfaction
- service providers
- online shopping
- web services
- management system
- user satisfaction
- strategic decisions
- failure detection
- information services
- fault tolerance
- information sharing
- service discovery
- factors influencing
- failure rate
- marketing campaigns