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Service Failure and Recovery in Electronic Retailing: An Investigation of Product-Oriented and Service-Oriented Transactions

Author

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  • Nelson Massad

    (Florida Atlantic University, USA)

  • John C. Beachboard

    (Idaho State University, USA)

Abstract

Appropriate vendor response to service failures (i.e., service recovery) may provide a means to strengthen their customer relationships. Service recovery is a well-investigated concept in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by exploring how vendors recover from service failures with product-oriented transactions (e.g., online purchasing of books, apparel) and with service-oriented transactions (e.g., online banking). Failures and recoveries in product-oriented and service-oriented transactions were explored after the content analysis of 513 customer-reported incidents. The findings show that vendors are not effectively recovering from service failures, regardless of the type of transaction. Results and implications of these findings are also discussed.

Suggested Citation

  • Nelson Massad & John C. Beachboard, 2009. "Service Failure and Recovery in Electronic Retailing: An Investigation of Product-Oriented and Service-Oriented Transactions," Information Resources Management Journal (IRMJ), IGI Global, vol. 22(3), pages 1-15, July.
    • Handle: RePEc:igg:rmj000:v:22:y:2009:i:3:p:1-15
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    Cited by:

    1. Suryandari, Retno Tanding & Paswan, Audhesh K., 2014. "Online customer service and retail type-product congruence," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 69-76.
    2. Gomaa Agag, 2019. "E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses," Journal of Business Ethics, Springer, vol. 154(2), pages 389-410, January.

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