Please use this identifier to cite or link to this item:
https://hdl.handle.net/20.500.14365/1679
Title: | Consumer Response to Recovery Efforts for Online Product Failures: An Empirical Study for Turkey | Authors: | Oflac, Bengu Sevil | Keywords: | experimental design justice online retailing product failure recovery Turkey In-Service Recovery Perceived Justice Moderating Role Longitudinal Analysis Conceptual-Model Satisfaction Loyalty Quality Context Impact |
Publisher: | Routledge Journals, Taylor & Francis Ltd | Abstract: | This study explores recovery satisfaction and repatronage-related differences for different levels and types of distributive, procedural, and interactional justice and tests the mediating role of recovery satisfaction in justice-repatronage relationships for online product failures. Results show that high levels of procedural and interactional justice increase recovery satisfaction and repatronage for the aforementioned type of failures. Findings also indicate that for online product failures, regarding distributive justice, refund creates more recovery satisfaction than exchange. Additionally, recovery satisfaction acts as a mediator between procedural justice and repatronage variables. This mediating role is also valid for the interactional justice-repatronage relationship. | URI: | https://doi.org/10.1080/1046669X.2016.1224308 https://hdl.handle.net/20.500.14365/1679 |
ISSN: | 1046-669X 1540-7039 |
Appears in Collections: | Scopus İndeksli Yayınlar Koleksiyonu / Scopus Indexed Publications Collection WoS İndeksli Yayınlar Koleksiyonu / WoS Indexed Publications Collection |
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