The Effect of Brand Image on Online Service Failure: Basing on Mainland China Online Retailing

2013 ◽  
pp. 1121-1129
Author(s):  
Jun-feng Liao ◽  
Lin-lin Zhong
Keyword(s):  
Brand Image ◽  
Service Failure ◽  
Mainland China ◽  
Online Retailing ◽  
Online Service

Competing Through Online Service Failures and Recovery Strategies

2019 ◽  
pp. 266-285
Author(s):  
Dipen Rai ◽  
Dominic Appiah
Keyword(s):  
Service Failure ◽  
Market Competition ◽  
Limited Range ◽  
Online Service ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Website Interactivity ◽  
Conventional Behavior ◽  
Intense Activity

The ideas of service failure and recovery strategies have been transformed, due to the internet environment, from a consumer-provider perspective to a multifaceted web quality activity. The research on service failure and recovery strategies has been well-developed in terms of the consumer's viewpoint of service as well as the responsibility for recovery conventionally expected to be allotted to the marketer. On the contrary, existing research indicates that there is a limited range of understanding of consumer-website interactivity relating to online service failure and recovery strategies as well as less understanding of the highly diverse characteristics of computer-mediated marketing environments (CMMEs). The perspectives of CMMEs relate to online customer behavior as distinct from conventional behavior. In fact, providers are involved in intense activity in the online environment in terms of market competition, as customers are positioned just a click away from switching providers in the case of service failure.

Online-Händler als Marke

2010 ◽  
Vol 51 (1) ◽  
pp. 17-21
Author(s):  
Sonja Rodenkirchen ◽  
Kai Hudetz
Keyword(s):  
Customer Loyalty ◽  
Brand Image ◽  
Competitive Environment ◽  
Online Retailing ◽  
Positive Correlation ◽  
Eine Hohe ◽  
Online Retailers ◽  
Online Shops

Die zunehmende Bedeutung des Internets als Absatzkanal hat den Wettbewerbsdruck und damit auch den Markt für Handelsunternehmen verändert Um der im Internet vorherrschenden hohen Austauschbarkeit und dem intensiven Preiswettbewerb erfolgreich zu begegnen, ist eine Alleinstellung sowie eine hohe Kundenbindung von besonderer Bedeutung. Eine starke Marke kann hier eine Lösung sein, da diese die Einstellung und das Verhalten steuern und somit hohe Erlöse – sowohl monetär als auch emotional – erzielen kann. Die Zielsetzung dieses Artikels besteht darin aufzuzeigen, welche Bedeutung das Markenimage für Online-Shops hat, welche Einfl ussfaktoren darauf wirken und welche Konsequenzen hieraus für die Online-Händler entstehen. In diesem Zusammenhang gehen die Autoren auf die neuesten Erkenntnisse des ECCShopmonitor und des ECC-Shopmonitor Spezial ein. The competitive environment in online retailing makes it increasingly important for online-retailers to be aware of a strong brand image. This article argues that a strong brand image can help to reduce the price focused competition in online retailing. There is a positive correlation between the perceived image of a store and customer loyalty. Two of the key determinants influencing the online shop image are the logistical performance and the degree of fame. Keywords: online händler als marke

Online service failure and propensity to suspend offline consumption

2014 ◽  
Vol 34 (8) ◽  
pp. 659-676 ◽  
Author(s):  
Niall Piercy ◽  
Chris Archer-Brown
Keyword(s):  
Service Failure ◽  
Online Service

Effects of online service failure on customers' intentions to complain online

2020 ◽  
Vol 48 (10) ◽  
pp. 1-16
Author(s):  
Xing'an Xu ◽  
Luqi Wang ◽  
Lilei Wang ◽  
Kaini Xue
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Interactive Effects ◽  
Hainan Province ◽  
Online Service ◽  
Public And Private ◽  
Service Failures ◽  
Consumer Perspective ◽  
Failure Types ◽  
Complaint Intentions

Dissatisfied customers are increasingly voicing complaints through social media following online service failures; therefore, it is important to clarify the motivational determinants of customers' online complaint intentions (COCI). We investigated in 3 studies the influence and interaction effects of service failure types, attributions about these failures, scope of impact of the failures, and customer inoculation on both public and private online complaint intentions. Participants were 451 college students from Hainan Province, China. The results show that service failure types, service failure attributions, scope of impact of the service failure, and customer inoculation each had distinct effects on COCI and how customers complain online, and that these factors also had interactive effects on online complaint actions. Our finding that the form of COCI can predict service failure attributes offers implications for the implementation of enterprise service recovery from a consumer perspective.

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