The Impacts of Online Retailing Service Recovery and Perceived Justice on Consumer Loyalty.

Yi-Wen Fan Cheng-Chieh Wu Wei-Ting Wu

Published in: Int. J. Electron. Bus. Manag. (2010)

Keyphrases

service quality
internet shopping
online stores
online services
electronic commerce
online search
customer satisfaction
online shopping

switching costs
purchase intention
purchase decision
service providers
online learning
user satisfaction
service oriented

online markets
information systems
online retailers
structural equation modeling
technology acceptance
mobile services
criminal justice

service discovery
failure recovery
website design
behavioral intention
customer loyalty
steady state
online consumer