Influence of Service Recovery Strategy and Regulatory Focus on Satisfaction in Online Shopping

被引：0
|
作者：
Liang Chenglei [1 ]
Li Xiurong [2 ]
机构：
[1] ShanDong Univ Finance & Econ, Dongfang Coll, Tai An, Shandong, Peoples R China
[2] ShanDong Univ Finance & Econ, Jinan, Peoples R China
来源：
PROCEEDINGS OF THE 2014 INTERNATIONAL CONFERENCE ON EDUCATION, MANAGEMENT AND COMPUTING TECHNOLOGY | 2014年 / 100卷
关键词：
regulatory focus; service recovery strategy; satisfaction; perception fairness;
D O I：
暂无
中图分类号：
C [社会科学总论];
学科分类号：
03 ; 0303 ;
摘要：
In this paper, chooses service failure and recovery of online shopping as the study's objective, analyses the effect of two different regulatory focus (promotion focus and prevention focus) and service recovery strategy on satisfaction. The results find that: the regulatory fit which arises from regulatory focus and service recovery strategy has significantly influence on perception fairness; perception fairness has significantly influence on satisfaction.
引用
收藏
页码：407 / 409
页数：3
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