Understanding the Impact of Service Failure and Recovery Justice on Consumers' Satisfaction and Repurchase Intention.
Sheng-Wen HuangYu Wen HungTzu-Wei FuJack Shih-Chieh HsuChao-Min ChiuPublished in: PACIS (2015)
Keyphrases
- failure recovery
- service quality
- customer satisfaction
- online shopping
- service providers
- strategic decisions
- service discovery
- purchase decision
- decision making
- user satisfaction
- service composition
- failure detection
- information services
- customer service
- service times
- consumer behavior
- service oriented
- fault tolerance
- management system