An exploration of consumers' response to online service recovery initiatives

Ozuem, Wilson, Patel, Amisha, Howell, Kerry and Lancaster, Geoff (2017) An exploration of consumers' response to online service recovery initiatives. International Journal of Market Research, 59 (1). pp. 97-115. ISSN 1470-7853

[img]
Preview
Text
NRL_46145.pdf - Accepted Version

Download (682kB) | Preview
Official URL: https://journals.sagepub.com/doi/pdf/10.2501/IJMR-...

Abstract

The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers. In a changing social, political and economic environment the use of information technology has permeated all forms of organisations: from private to public, local to global, old and new. Parallel with this development, companies have developed and experimented with new means of interacting with customers, and have devised and applied a variety of marketing strategies. The deployment of the internet, along with its subsets, has created a number of new opportunities, as well as a range of uncertainties and burdens, particularly on consumer perceptions of service quality, service failure and recovery. This paper contributes to extant knowledge and offers an understanding of behavioural-related issues, e.g. understanding consumer behaviour in the development of innovative business models in the industry.

Item Type: Article
Uncontrolled Keywords: Consumer behaviour, Consumer perceptions, Service quality, Service disruption
Subjects: L100 Economics
N100 Business studies
N500 Marketing
Department: Faculties > Business and Law > Newcastle Business School
Depositing User: Elena Carlaw
Date Deposited: 12 May 2021 08:07
Last Modified: 31 May 2021 14:38
URI: http://nrl.northumbria.ac.uk/id/eprint/46145

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year

View more statistics