How relationship quality affect customer repurchase intention after service failure—Basing on Mainland China online retailing

ICSSSM12 ◽  
2012 ◽  
Author(s):  
Liaojun Feng ◽  
Linlin Zhong
Keyword(s):  
Relationship Quality ◽  
Service Failure ◽  
Mainland China ◽  
Repurchase Intention ◽  
Online Retailing

scholarly journals A Study on Service Failure That Influence Repurchase Intention in Online Retailing: A Study among Online Shoppers in Klang Valley

2019 ◽  
Vol 136 ◽  
pp. 04088
Author(s):  
Tan Chee How ◽  
Ho Khang Yi ◽  
Salini Devi Rajendran
Keyword(s):  
Service Failure ◽  
Competitive Advantages ◽  
Repurchase Intention ◽  
Online Retailing ◽  
Online Retailer ◽  
Operation Performance ◽  
Service Failures ◽  
Market Shares ◽  
Potential Market ◽  
Online Shoppers

Online retailing sector is a huge potential market with boundless prospect, so now, reducing service failures and increasing customers’ repurchase intention has become the first mission for every online retailer in order to increase their competitive advantages and market shares and to become the industry leader. The goals of this study is to identify the types of service failures that the online shoppers experiencing and which service failure is most critical toward repurchase intention of online shoppers. SPSS statistics analysis method has been used to analyze the data collected from the respondents. According to the result, it confirms that there are five types of service failures have significant relationship to the repurchase intention of online shippers. This study may likely to be a reference for related online retailer to examine their operation performance and customer loyalty in order to provide better services and boost up business in online retailing industry.

Equity and repurchase intention following service failure

2000 ◽  
Vol 14 (6) ◽  
pp. 513-528 ◽  
Author(s):  
Adrian Palmer ◽  
Rosalind Beggs ◽  
Caroline Keown‐McMullan
Keyword(s):  
Service Failure ◽  
Repurchase Intention

scholarly journals The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

2016 ◽  
Vol 8 (4) ◽  
pp. 516-535 ◽  
Author(s):  
Arun Kumar Tarofder ◽  
Seyed Rajab Nikhashemi ◽  
S.M. Ferdous Azam ◽  
Prashantini Selvantharan ◽  
Ahasanul Haque
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Failure ◽  
Mediating Effect ◽  
Primary Data ◽  
Repurchase Intention ◽  
Content Type ◽  
Practical Tool ◽  
Customer Purchases

Purpose The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables. Findings Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction. Research limitations/implications The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases. Practical implications The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention. Originality/value The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

scholarly journals STORE LOYALTY ON ONLINE STORE CUSTOMERS IN INDONESIA

2015 ◽  
Vol 14 (2) ◽  
Author(s):  
Rossyta Dewi ◽  
Dudi Anandya Anandya
Keyword(s):  
Structural Equation ◽  
Ease Of Use ◽  
Store Image ◽  
Store Loyalty ◽  
Repurchase Intention ◽  
Online Retailing ◽  
Online Store ◽  
Hedonic Value ◽  
Modelling Method ◽  
Utilitarian Value

Nowadays, online retailing in Indonesia had flourished and estimated to be one of the most prominent foundation to boost Indonesia’s economic growth. Aiming to anticipate the trend, this research is written in order to gain a deeper understanding about the loyalty behavior among online store customers in Indonesia by investigating the influence of store image and perceived value towards online store loyalty. Data in this research were collected from online questioner sent troughout online forum and social media. Structural Equation Modelling method is used here along with software Lisrel 8.80. Past studies found that online store image, perceived utilitarian value and perceived hedonic value positively influences one of several dimensions of loyalty, repurchase intention. This research proves that online store image directly influences perceived utilitarian value, perceived hedonic value and online store loyalty while neither perceived utilitarian value nor perceived hedonic value directly influences online store loyalty. This research also found that ease of use and trustworthiness as the most reliable and influential dimensions in online store image.

The Impact Of Relationship Satisfaction On Attributions, Emotions, And Behaviors Following Service Failure

2013 ◽  
Vol 17 (1) ◽  
Author(s):  
William R. Forrester ◽  
Manfred F. Maute
Keyword(s):  
Relationship Satisfaction ◽  
Relationship Quality ◽  
Service Failure ◽  
Relationship Building ◽  
Service Failures ◽  
Recovery Programs ◽  
Customer Defection ◽  
The Impact ◽  
Service Managers ◽  
Adverse Behaviors

This article investigates the processes through which relationship quality influences attributional, emotional, and behavioral responses to service failures. Results indicate that relationship quality reduces the likelihood of adverse behaviors by making blame and anger less intense. Results confirm the importance of relationship building behaviors and suggest strategies for reducing vulnerability to customer defection and adverse communications. To reduce negative word-of-mouth, managers should use relationship-building efforts to augment service recovery programs. To make customer exit less likely, service managers should invest in relationship building efforts that help to differentiate their service offers and increase barriers to exit.

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