The Relationship among the Service Recovery, Self-Esteem and Satisfaction after Service Recovery in Online Shopping Environment

Abstract

Due to the physical separation of buyer and seller, the physical separation of buyer and  merchandise, and the perceived insecurity of the Internet in online shopping environment, different service recovery types may lead to different satisfaction especially facing different individuals. This proposed research wants to discuss the relationship among service recovery, individual’s self-esteem and satisfaction after service recovery in online shopping environment.