Proceedings of the 2014 International Conference on Education, Management and Computing Technology

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

Authors
Chenglei Liang, Xiurong Li
Corresponding Author
Chenglei Liang
Available Online June 2014.
DOI
https://doi.org/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.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
2014 International Conference on Education, Management and Computing Technology (ICEMCT-14)
Part of series
Advances in Intelligent Systems Research
Publication Date
June 2014
ISBN
978-94-6252-016-5
ISSN
1951-6851
DOI
https://doi.org/10.2991/icemct-14.2014.97How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

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  - 2014 International Conference on Education, Management and Computing Technology (ICEMCT-14)
PB  - Atlantis Press
SN  - 1951-6851
UR  - https://doi.org/10.2991/icemct-14.2014.97
DO  - https://doi.org/10.2991/icemct-14.2014.97
ID  - Liang2014/06
ER  -