Using factor analysis and regression analysis, this paper conducts an empirical analysis on the relationship between online service recovery and customer loyalty, and a model is built to analyze this relationship on the basis of justice theory. The study proves that service recovery is consisted of five dimensions: explanation, communication, system, feedback and compensation in ebusiness. Service recovery has important influence on customerperceived justice and customer loyalty.
阎俊,胡少龙,常亚平. 基于公平视角的网络环境下服务补救 对顾客忠诚的作用机理研究[J]. J4, 2013, 10(10): 1512-.
YAN Jun,HU Shaolong,CHANG Yaping. An Empirical Study on the Impact of Mechanism of Service Recovery on Customer Loyalty in Network Environment. J4, 2013, 10(10): 1512-.