Service failures and customer defection: a closer look at online shopping experiences

Service failures and customer defection: a closer look at online shopping experiences 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service failures and customer defection: a closer look at online shopping experiences

Managing Service Quality, Volume 12 (1): 11 – Feb 1, 2002

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520210415362
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 2002

Keywords: Shopping; Guarantees; Complaints; Customer loyalty; Online computing

References

  • The market share impact of service failures
    Hayes, J.M; Hill, A.V.
  • The application of cluster analysis in strategic management research: an analysis and critique
    Ketchen, D.J; Shook, C.L
  • Students as subjects in advertising and marketing research
    Yavas, U

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