The Impact of Online Store Characteristics on Service Recovery Satisfaction in C2C Online Markets

نویسندگان

  • Xinyan Liu
  • Eric Li
  • Qian Li
چکیده

In this study, the authors examine the effects of C2C online store characteristics on customer satisfaction. Drawing on the equity theory, they investigate the way retailer reputation and price impact the relationship between customers’ perceptions of justice and the satisfaction towards service recovery. To test the study hypotheses, two 2×2×2 between-subjects factorial experiments were conducted, and in which the retailer reputation and price have two levels as low and high, respectively. The results show the role online store characteristics play as moderators of different service recovery strategies on service recovery satisfaction. The authors conclude and discuss their findings and implications for both marketing theory and practice.

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

The Impact of Different Types of Satisfaction on C2C Platform Loyalty

Online satisfaction is regarded as an important construct in both the marketing and IS literatures. However, online satisfaction has been treated primarily as a unified concept in previous research, some researchers indicate that satisfaction can be differentiated into several types. We identify four types of customer satisfaction in the C2C online shopping context, viz.: economic satisfaction,...

متن کامل

The "Lemons" Problem in C2C Markets

Asymmetric information and adverse selection widely exist in used product markets. However, current C2C markets have two significant features: dynamic online evaluation system and “smarter” buyers (defined as customers with more prior information). In our primary analysis on the first feature, we find that higher quality used items are available in C2C markets and the size of the markets become...

متن کامل

پیش‌بینی نوع نیاز مشتری در فروش اینترنتی کتاب: مطالعۀ موردی فروشگاه اینترنتی آدینه‌بوک

Purpose: To predict the type of customer needs of online bookstores by using data mining methods based on Kano model. Methodology: First, three groups of needs and factors affecting customer satisfaction of Adinehbook online store were extracted according to expert opinions and then the Kano questionnaire was designed based on these factors. After data preprocessing, the type of each customer'...

متن کامل

Hope or Hype: On the Viability of Escrow Services as Trusted Third Parties in Online Auction Environments

Internet fraud has been on the rise in online consumer-to-consumer (C2C) auction markets, posing serious challenges to people’s trust in electronic markets. Among various remedies to promote trust and reduce trader’s risk, online escrow service has been proposed as a trusted third party to protect online transactions from Internet fraud. However, whether an escrow service constitutes a viable b...

متن کامل

Promotion of Cooperative Behavior in C2C market: Effect of Reputation Management System

We model an online consumer-to-consumer (C2C) market by employing the prisoner's dilemma. To discuss the characteristics of goods traded on a C2C market, we define temptation and contribution indexes based on the payoff matrix of the game. According to the results of the simulation with the model, we find that a positive reputation management system can promote cooperative behavior in online C2...

متن کامل

ذخیره در منابع من


  با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

عنوان ژورنال:

دوره   شماره 

صفحات  -

تاریخ انتشار 2014