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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