The Links Among Quality, Service Recovery, Value, and Loyalty on the Internet

2016 ◽  
pp. 265-271
Author(s):  
Emel Kursunluoglu Yarimoglu
Keyword(s):  
Service Recovery ◽  
The Internet ◽  
Quality Service

scholarly journals The Effect of Customer Perceived Value and E-Service Recovery One-Loyalty with E-Satisfaction and E-Trust as Intervening Variables on E-Commerce Shopee Indonesia Customers in Medan City

2021 ◽  
Vol 8 (11) ◽  
pp. 246-258
Author(s):  
Dewi Kartika ◽  
Amrin Fauzi ◽  
Arlina Nurbaity Lubis
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Service Recovery ◽  
Perceived Value ◽  
The Internet ◽  
Customer Perceived Value ◽  
The World ◽  
Information And Communication ◽  
The Relationship ◽  
Intervening Variables

The rapid development of information and communication technology is currently having an impact on changes in various fields, one of which is changes in people's lifestyles, including consumption in society. The development of information and communication technology has resulted in easier access for people in the world to access the internet and use it to buying and selling transactions online via the internet. The report Global Web Index notes that Indonesia has a high level of users e-commerce highest in the world and as many as 96% of internet users looking for a product or service to make purchases online. This has resulted in the development of e-commerce in Indonesia and throughout the world which is increasing as a consequence of which the competition is getting harder service providers are e-commerce required to provide the best service in order to increase customer satisfaction and trust so that customers will be loyal to using these services. This can be achieved by paying attention to customer value and corrective actions in an effort to restore service to customers. The purpose of this study was to analyze the effect of customer perceived value and e-service recovery on e-loyalty with e-satisfaction and e-trust as intervening variables. This study uses a quantitative approach by distributing questionnaires to ecommerce Shopee Indonesia customers in Medan City with a total sample of 328 respondents. The sampling technique in this study used non-probability sampling. Data analysis was carried out through SEM-PLS using the SmartPLS program. The results of this study indicate that customer perceived value has a significant effect on e-satisfaction and also e-loyalty. However, customer perceived value has no significant effect on e-trust. The variable e-service recovery directly has a significant effect on e-satisfaction, e-trust, and e-loyalty. E-satisfaction and e-trust cannot mediate the relationship between customer perceived value and e-loyalty, but they are able to mediate the relationship between e-service recovery and e-loyalty. Keywords: Customer perceived value, E-Service Recovery, E-Satisfaction, ETrust, E-Loyalty.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2020 ◽  
pp. 49-68
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2021 ◽  
pp. 1373-1392
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

scholarly journals A Relação entre a Recuperação o Serviço, Auto-estima e Satisfação após a Recuperação do Serviço no Ambiente de compras on-line

2017 ◽  
Vol 8 (1) ◽  
pp. 69
Author(s):  
Sun Wei
Keyword(s):  
Online Shopping ◽  
Service Recovery ◽  
Self Esteem ◽  
The Internet ◽  
Physical Separation ◽  
On Line ◽  
The Relationship

Due to the physical separation of buyer and seller, the physical separation of buyer and  merchandise, and the perceived insecurity of the Internet in online shopping environment, different service recovery types may lead to different satisfaction especially facing different individuals. This proposed research wants to discuss the relationship among service recovery, individual’s self-esteem and satisfaction after service recovery in online shopping environment.

Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet

2014 ◽  
Vol 24 (5) ◽  
pp. 608-628 ◽  
Author(s):  
Tammo H.A. Bijmolt ◽  
Eelko K.R.E. Huizingh ◽  
Adriana Krawczyk
Keyword(s):  
Empirical Studies ◽  
Service Recovery ◽  
The Internet ◽  
Negative Experiences ◽  
Content Type ◽  
Repurchase Intentions ◽  
Complaint Handling ◽  
Recovery Satisfaction ◽  
Consumer Intentions ◽  
The Impact

Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.

scholarly journals A Relação entre a Recuperação o Serviço, Auto-estima e Satisfação após a Recuperação do Serviço no Ambiente de compras on-line

2017 ◽  
Vol 8 (1) ◽  
pp. 53
Author(s):  
Sun Wei
Keyword(s):  
Online Shopping ◽  
Service Recovery ◽  
Self Esteem ◽  
The Internet ◽  
Physical Separation ◽  
On Line ◽  
The Relationship

Due to the physical separation of buyer and seller, the physical separation of buyer and  merchandise, and the perceived insecurity of the Internet in online shopping environment, different service recovery types may lead to different satisfaction especially facing different individuals. This proposed research wants to discuss the relationship among service recovery, individual’s self-esteem and satisfaction after service recovery in online shopping environment.

scholarly journals Perception Analysis of Online Shopping: A Case Study of amazon.com

2020 ◽  
Vol 8 (2) ◽  
pp. 53-60
Author(s):  
H Manjula Bai
Keyword(s):  
Product Quality ◽  
Cyber Security ◽  
Consumer Behaviour ◽  
Online Shopping ◽  
The Internet ◽  
Quality Service ◽  
Level Of Satisfaction ◽  
Digital Payments ◽  
Perception Analysis

This paper is designed to study the perception of the consumer about online shopping, to know the optimistic and pessimistic influence of online shopping on the consumers and to study the consumer behaviour towards online shopping. For the study, the researcher has selected 50 respondents who are familiar with Amazon. It particularly focused on the problems or the benefits availed from online shopping. A common problem faced by the customer while shopping online is quality service. The biggest problem while buying things online is that there is no guarantee of product quality, digital payments failure, unclear returns and guarantee policies, cyber security or more precisely the lack of it is a major problem on the internet today All levels of customers were surveyed by using a questionnaire, and the level of satisfaction or dissatisfaction from the online shopping was studied. Finally, the detail information about the benefits they had received was also considered. A small attempt has been made to understand the benefits of online shopping, and also the limitation of online shopping was studied concerning AMAZON. Finally, it attempts to offer suggestions to customers to educate much more about online shopping.

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