The Influence of Service Recovery Strategy and Regulatory Focus on Satisfaction in Online Shopping

DOI

10.2991/icemct-14.2014.97How to use a DOI?

Keywords

regulatory focus, service recovery strategy, satisfaction, perception fairness

Abstract

In this paper, chooses service failure and recovery of online shopping as the study's objective, analyses the effect of two different regulatory focus (promotion focus and prevention focus) and service recovery strategy on satisfaction. The results find that: the regulatory fit which arises from regulatory focus and service recovery strategy has significantly influence on perception fairness; perception fairness has significantly influence on satisfaction.

Copyright

© 2014, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Chenglei Liang
AU  - Xiurong Li
PY  - 2014/06
DA  - 2014/06
TI  - The Influence of Service Recovery Strategy and Regulatory Focus on Satisfaction in Online Shopping
BT  - Proceedings of the 2014 International Conference on Education, Management and Computing Technology
PB  - Atlantis Press
SP  - 407
EP  - 409
SN  - 1951-6851
UR  - https://doi.org/10.2991/icemct-14.2014.97
DO  - 10.2991/icemct-14.2014.97
ID  - Liang2014/06
ER  -