期刊名称：Journal of Theoretical and Applied Electronic Commerce Research
印刷版ISSN：0718-1876
电子版ISSN：0718-1876
出版年度：2015
卷号：10
期号：2
页码：77-90
语种：English
出版社：Universidad de Talca
摘要：This study proposes a serv ice recovery model to describe how cumulative satisfaction, loyalty and word - of - mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a media tor of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business - to - consumer e - com merce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally play ed in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word - of - mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as th e mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction.
其他摘要：This study proposes a serv ice recovery model to describe how cumulative satisfaction, loyalty and word - of - mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a media tor of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business - to - consumer e - com merce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally play ed in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word - of - mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as th e mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction.
关键词：Service recovery; E - commerce; Business - to - consumer; Emotions; Trust; Satisfaction.
其他关键词：Service recovery; E - commerce; Business - to - consumer; Emotions; Trust; Satisfaction.
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