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

Authors

  • Sun Wei College of Management, Wuhan University of Science and Technology, Wuhan, P.R. China, 430081 School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, P.R. China,100876

DOI:

https://doi.org/10.24212/2179-3565.2017v8i1p69-78

Keywords:

Service recovery, Self-esteem, Satisfaction, Online shopping

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.

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Published

2017-03-01

Issue

Vol. 8 No. 1 (2017): MAR/MAY

Section

Papers

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