Impact of service recovery on customer loyalty to Online B2C Dealer

被引：0
|
作者：
Chang Yaping [1 ]
Yao Huiping [1 ]
机构：
[1] Wuhan Univ Sci & Engn, Dept Management, Wuhan 430073, Peoples R China
来源：
2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31 | 2008年
关键词：
service recovery; customer satisfaction; customer loyalty; online B2C dealer;
D O I：
暂无
中图分类号：
TN [电子技术、通信技术];
学科分类号：
0809 ;
摘要：
Finding how service recovery impact the customer loyalty is of great significance for e-commerce service enterprises. This empirical study uses factor analysis and structural equation model to establish a model explaining the relationship between online service recovery and customer loyalty. Data analyses prove that service recovery is consist of five dimensions: explanation, communication, policy, feedback and compensation. Three dimensions-compensation, policy and feedback are found to have significantly Influences on customer satisfaction and customer loyalty.
引用
收藏
页码：9311 / 9314
页数：4
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