IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v32y2012i2p127-138.html
   My bibliography  Save this article

Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions

Author

Listed:
  • Kuo, Ying-Feng
  • Wu, Chi-Ming

Abstract

This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites.

Suggested Citation

  • Kuo, Ying-Feng & Wu, Chi-Ming, 2012. "Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions," International Journal of Information Management, Elsevier, vol. 32(2), pages 127-138.
  • Handle: RePEc:eee:ininma:v:32:y:2012:i:2:p:127-138
    DOI: 10.1016/j.ijinfomgt.2011.09.001
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401211001046
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.ijinfomgt.2011.09.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Laros, Fleur J.M. & Steenkamp, Jan-Benedict E.M., 2005. "Emotions in consumer behavior: a hierarchical approach," Journal of Business Research, Elsevier, vol. 58(10), pages 1437-1445, October.
    2. Henry Kaiser, 1958. "The varimax criterion for analytic rotation in factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 23(3), pages 187-200, September.
    3. Ritu Agarwal & Jayesh Prasad, 1998. "A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology," Information Systems Research, INFORMS, vol. 9(2), pages 204-215, June.
    4. Harris, Katherine E. & Grewal, Dhruv & Mohr, Lois A. & Bernhardt, Kenneth L., 2006. "Consumer responses to service recovery strategies: The moderating role of online versus offline environment," Journal of Business Research, Elsevier, vol. 59(4), pages 425-431, April.
    5. Goodwin, Cathy & Ross, Ivan, 1992. "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions," Journal of Business Research, Elsevier, vol. 25(2), pages 149-163, September.
    6. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    7. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    8. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
    9. Udo, Godwin J. & Bagchi, Kallol K. & Kirs, Peeter J., 2010. "An assessment of customers’ e-service quality perception, satisfaction and intention," International Journal of Information Management, Elsevier, vol. 30(6), pages 481-492.
    10. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    11. Klaus Schoefer & Adamantios Diamantopoulos, 2008. "Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 65-81, March.
    12. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
    13. Farrell, Andrew M., 2010. "Insufficient discriminant validity: A comment on Bove, Pervan, Beatty, and Shiu (2009)," Journal of Business Research, Elsevier, vol. 63(3), pages 324-327, March.
    14. Sparks, Beverley A. & McColl-Kennedy, Janet R., 2001. "Justice strategy options for increased customer satisfaction in a services recovery setting," Journal of Business Research, Elsevier, vol. 54(3), pages 209-218, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Tanjim Istiaque Chowdhury & Md Rakibul Hoque & Peter Wanke & Mohammad Zahir Raihan & Md Abul Kalam Azad, 2022. "Antecedents of Perceived Service Quality of Online Education During a Pandemic: Configuration Analysis Based on Fuzzy-Set Qualitative Comparative Analysis," Evaluation Review, , vol. 46(3), pages 235-265, June.
    2. Antioco, Michael & Coussement, Kristof, 2018. "Misreading of consumer dissatisfaction in online product reviews: Writing style as a cause for bias," International Journal of Information Management, Elsevier, vol. 38(1), pages 301-310.
    3. Ghizlane Errabi, 2023. "Reflections on resilience in the context of failure - Proposal of a Theoretical Framework," Post-Print hal-04623885, HAL.
    4. Xing, Xinyu & Song, Mengmeng & Duan, Yucong & Mou, Jian, 2022. "Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots," Technology in Society, Elsevier, vol. 70(C).
    5. Prithvi Roy & Badrinarayan Srirangam Ramaprasad & Manan Chakraborty & Nandan Prabhu & Shreelatha Rao, 2024. "Customer Acceptance of Use of Artificial Intelligence in Hospitality Services: An Indian Hospitality Sector Perspective," Global Business Review, International Management Institute, vol. 25(3), pages 832-851, June.
    6. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
    7. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    8. Azzam Rifi & Rania B. Mostafa, 2022. "Brand credibility and customer-based brand equity: a service recovery perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 1-16, March.
    9. Li, Ting & Cai, Lanhui & Liu, Yanfeng & Yuen, Kum Fai & Wang, Xueqin, 2024. "From a functional service to an emotional ‘saviour’: A structural analysis of logistics values for in-home consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    10. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    11. Manika, Danae & Papagiannidis, Savvas & Bourlakis, Michael, 2017. "Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers," International Journal of Information Management, Elsevier, vol. 37(3), pages 214-228.
    12. Wang, Yi-Shun & Yeh, Ching-Hsuan & Liao, Yi-Wen, 2013. "What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy," International Journal of Information Management, Elsevier, vol. 33(1), pages 199-208.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
    2. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
    3. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.
    4. Joseph Lok-Man Lee & Calvin Wah-On Cheng & Vanessa Shun-Wah Liu, 2022. "Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 743-770, September.
    5. Gelbrich, Katja & Gäthke, Jana & Grégoire, Yany, 2016. "How a firm's best versus normal customers react to compensation after a service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4331-4339.
    6. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
    7. Vikas Gautam, 2011. "Investigating the Moderating Role of Corporate Image in the Relationship between Perceived Justice and Recovery Satisfaction: Evidence from Indian Aviation Industry," International Review of Management and Marketing, Econjournals, vol. 1(4), pages 74-85.
    8. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
    9. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
    10. Sharifi, Seyed Shahin & Aghazadeh, Hashem, 2016. "Discount reference moderates customers' reactions to discount frames after online service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4074-4080.
    11. Mattila, Anna S. & Cho, Wonae & Ro, Heejung (Cheyenne), 2011. "The role of self-service technologies in restoring justice," Journal of Business Research, Elsevier, vol. 64(4), pages 348-355, April.
    12. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
    13. Tzu-En Lu & Yi-Hsuan Lee & Jer-Wei Hsu, 2020. "Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception," Sustainability, MDPI, vol. 12(17), pages 1-23, August.
    14. Goudarzi, Kiane & Borges, Adilson & Chebat, Jean Charles, 2013. "Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes," Journal of Business Research, Elsevier, vol. 66(5), pages 665-669.
    15. Hyun-Kyung Choi & Sang-Soo Kim & Bum-Seok Kim, 2023. "Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure," SAGE Open, , vol. 13(4), pages 21582440231, December.
    16. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
    17. Ozkan-Tektas, Oznur & Basgoze, Pinar, 2017. "Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector," European Management Journal, Elsevier, vol. 35(3), pages 388-395.
    18. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    19. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    20. Bambauer-Sachse, Silke & Rabeson, Landisoa, 2015. "Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 117-127.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ininma:v:32:y:2012:i:2:p:127-138. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/international-journal-of-information-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.