The Influence of Service Recovery Strategy and Regulatory Focus on Satisfaction in Online Shopping
Chenglei Liang, Xiurong Li
Available Online June 2014.
- https://doi.org/10.2991/icemct-14.2014.97How to use a DOI?
- regulatory focus, service recovery strategy, satisfaction, perception fairness
- 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.
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 -