Access the full text.
Sign up today, get DeepDyve free for 14 days.
CSRE Campus Market Research Series
College students more inclined to shop online, survey finds
J. Heskett, T. Jones, Gary Loveman, W. Sasser, L. Schlesinger (1994)
Putting the Service-Profit Chain to WorkHarvard Business Review, 72
B Hunt
Growth in online shopping forecast
R. Johnston, A. Fern (1999)
Service Recovery Strategies for Single and Double Deviation ScenariosService Industries Journal, 19
J.M Hayes, A.V. Hill
The market share impact of service failures
J. Hair (1972)
Multivariate data analysisInternational Statistical Review, 40
V. Omachonu, J. Ross (1999)
Principles of Total Quality
U. Yavas (1994)
Research Note: Students as Subjects in Advertising and Marketing ResearchInternational Marketing Review, 11
J Budzynski
E‐business: model for success or failure?
B.A Sparks, G.L Bradley
Antecedents and consequences of perceived service provider effort in the hospitality industry
B Yoo, N Donthu
Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)
M. Wolfinbarger, M. Gilly (2001)
Shopping Online for Freedom, Control, and FunCalifornia Management Review, 43
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
D. Ketchen, Christopher Shook (1996)
THE APPLICATION OF CLUSTER ANALYSIS IN STRATEGIC MANAGEMENT RESEARCH: AN ANALYSIS AND CRITIQUEStrategic Management Journal, 17
J. Kandampully (1998)
Service quality to service loyalty: A relationship which goes beyond customer servicesTotal Quality Management & Business Excellence, 9
U Yavas
Students as subjects in advertising and marketing research
R.T Rust, B Subramanian, M Wells
Making complaints a management tool
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
This study attempts to understand certain aspects of the online shopping experience from a consumer’s perspective. In particular, this study investigates the interaction between service failure and online shops’ readiness for service recovery and the resulting impact on customer defection. The findings of the present study suggest that some online shops have severely breached a few fundamental business principles, resulting in lost customers. Specifically, this study finds that failure to institute adequate complaint management and service recovery systems contributed to customer defection. Hence, service recovery and customer retention need to be given due importance during the service design phase, and appropriate management decisions have to be made upfront rather than after service failures occur when it may be too late.
Managing Service Quality – Emerald Publishing
Published: Feb 1, 2002
Keywords: Shopping; Guarantees; Complaints; Customer loyalty; Online computing
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.