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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2007 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 1598-2688
- DOI
- 10.1108/15982688200700005
- Publisher site
- See Article on Publisher Site
Abstract
This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.
Journal
Asian Journal on Quality – Emerald Publishing
Published: Apr 17, 2007
Keywords: Service recovery strategies; SEM (Structural Equation Modeling); Customer satisfaction; ; Customer loyalty