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Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses

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  • Urueña, Alberto
  • Hidalgo, Antonio

Abstract

This study analyzes antecedents of customer loyalty following complaint behavior in business-to-consumer (B2C) e-commerce. The study uses structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to test relationships among distributive, interactional, and procedural justice, positive and negative emotions, satisfaction with service recovery, and trust. Justification for the use of both methods lies in the complementarity and interdependent relationships that exist between the variables. The sample comprises 303 e-commerce users who lodge complaints after making online purchases. Results highlight the importance of procedural and interactional justice, positive emotions, and satisfaction with service recovery.

Suggested Citation

  • Urueña, Alberto & Hidalgo, Antonio, 2016. "Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses," Journal of Business Research, Elsevier, vol. 69(4), pages 1384-1389.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:4:p:1384-1389
    DOI: 10.1016/j.jbusres.2015.10.112
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    References listed on IDEAS

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    Cited by:

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    5. Oleksandr Dorokhov & Liudmyla Dorokhova & Milica Delibasic & Justas Streimikis, 2017. "Consumer Behavior Modeling - Fuzzy Logic Model for Air Purifiers Choosing," Montenegrin Journal of Economics, Economic Laboratory for Transition Research (ELIT), vol. 13(4), pages 61-77.
    6. Norat Roig-Tierno & Kun-Huang Huarng & Domingo Ribeiro-Soriano, 2017. "Configurational comparative research methodologies," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(5), pages 1921-1923, September.
    7. von Janda, Sergej & Polthier, Andreas & Kuester, Sabine, 2021. "Do they see the signs? Organizational response behavior to customer complaint messages," Journal of Business Research, Elsevier, vol. 137(C), pages 116-127.
    8. Harun, Ahasan & Rokonuzzaman, Md, 2021. "Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    9. Efrat, Kalanit & Souchon, Anne L. & Dickenson, Peter & Nemkova, Ekaterina, 2021. "Chutzpadik advertising and its effectiveness: Four studies of agencies and audiences," Journal of Business Research, Elsevier, vol. 137(C), pages 601-613.
    10. Adrian MICU & Marius GERU & Angela-Eliza MICU, 2017. "Developing Customer Trust in E-Commerce Using Inbound Marketing Strategies," Risk in Contemporary Economy, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, pages 522-531.
    11. Honora, Andreawan & Chih, Wen-Hai & Wang, Kai-Yu, 2022. "Managing social media recovery: The important role of service recovery transparency in retaining customers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    12. Lalicic, Lidija & Weismayer, Christian, 2021. "Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents," Journal of Business Research, Elsevier, vol. 129(C), pages 891-901.
    13. ben Jabeur, Sami & Mefteh-Wali, Salma & Carmona, Pedro, 2021. "The impact of institutional and macroeconomic conditions on aggregate business bankruptcy," Structural Change and Economic Dynamics, Elsevier, vol. 59(C), pages 108-119.

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    Keywords

    Justice; Trust; Emotions; Loyalty; SEM; FsQCA;
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