The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

被引：14
|
作者：
Wei, Jiahua [1 ]
机构：
[1] Guilin Univ Technol, Business Sch, Guilin, Peoples R China
来源：
FRONTIERS IN PSYCHOLOGY | 2021年 / 12卷
基金：
中国国家自然科学基金;
关键词：
OTA; service recovery effect; perceived risk; negative emotions; corporate reputation; WORD-OF-MOUTH; HOTEL ROOMS; LOYALTY; SATISFACTION; ATTRIBUTIONS; PATTERNS; QUALITY; JUSTICE;
D O I：
10.3389/fpsyg.2021.685351
中图分类号：
B84 [心理学];
学科分类号：
04 ; 0402 ;
摘要：
This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment. The results show that: perceived risk has positive and negative impacts on negative emotions and service recovery satisfaction, negative emotions have a negative impact on service recovery satisfaction, and corporate reputation plays a positive moderating role in the relationship between perceived risk and service recovery satisfaction. This study is helpful to better explain the impact mechanism of the service recovery effect of OTAs, and to provide a theoretical reference for improving the service recovery effect of OTAs.
引用
收藏
页数：14
相关论文
共 7 条
  • [1] The Effects of Service Recovery Actions on Customers' Post-Recovery Responses to Online Travel Agencies (OTAs): The Moderating Role of Price
    Hwang, Jungjin
    [J]. INTERNATIONAL JOURNAL OF TOURISM RESEARCH, 2024, 26 (04)
  • [2] The impact of negative emotions and relationship quality on consumers' repurchase intention: An empirical study based on service recovery in China's online travel agencies
    Wei, Jiahua
    Lian, Yi
    Li, Lei
    Lu, Zhizeng
    Lu, Qiu
    Chen, Wenhui
    Dong, Hualong
    [J]. HELIYON, 2023, 9 (01)
  • [3] Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping
    Qalati, Sikandar Ali
    Vela, Esthela Galvan
    Li, Wenyuan
    Dakhan, Sarfraz Ahmed
    Hong Thuy, Truong Thi
    Merani, Sajid Hussain
    [J]. COGENT BUSINESS & MANAGEMENT, 2021, 8 (01):
  • [4] Gauging customers' negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery
    Mazhar, Muhammad
    Ting, Ding Hooi
    Abbasi, Amir Zaib
    Nadeem, Muhammad Aamir
    Abbasi, Haider Ali
    [J]. COGENT BUSINESS & MANAGEMENT, 2022, 9 (01):
  • [5] ELECTRONIC SERVICE QUALITY AND ATTITUDES TOWARDS ADOLESCENTS' ONLINE PURCHASING: MEDIATING EFFECT OF REPUTATION AND PERCEIVED RISK
    Chuang, Li-Min
    Chao, Shu-Tsung
    Liu, Po-Hua
    [J]. ACTUAL PROBLEMS OF ECONOMICS, 2011, (122): : 441 - 451
  • [6] Investigating the Effect of Service Quality on Customer Loyalty in the Hotel Industry: The Mediating Role of Customer Satisfaction and the Moderating Roles of Service Recovery and Perceived Value
    Kuo, Nien-Te
    Chang, Kuo-Chien
    Cheng, Yi-Sung
    Lai, Chia-Hui
    [J]. JOURNAL OF CHINA TOURISM RESEARCH, 2013, 9 (03) : 257 - 276
  • [7] Adverse impacts of revealing the presence of "Artificial Intelligence (AI)" technology in product and service descriptions on purchase intentions: the mediating role of emotional trust and the moderating role of perceived risk
    Cicek, Mesut
    Gursoy, Dogan
    Lu, Lu
    [J]. JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2024,
1