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1 – 10 of over 2000
Article
Publication date: 17 July 2009

Rui Sousa and Christopher A. Voss

Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited…

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Abstract

Purpose

Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited attention in the context of e‐services. This paper sets out to empirically test the following set of hypotheses in an e‐service setting: H1, service failures have a negative effect on customer loyalty intentions; H2, failure resolution has a positive effect on customer loyalty intentions; H3, satisfaction with the recovery has a positive effect on customer loyalty intentions; H4, outstanding recovery results in loyalty intentions which are more favorable than they would be had no failure occurred (service recovery paradox).

Design/methodology/approach

The paper is based on an online survey of actual customers of a commercial e‐banking service.

Findings

H1H3 are supported, suggesting that: the detrimental effects of failures are also present online; problem resolution leads to increased loyalty; despite the challenging nature of online failures and the reduced degree of human interaction, it is possible to achieve effective recovery in e‐services. H4 is also supported. We observes a recovery paradox effect but it only take place for a small proportion of “delighted” customers, i.e. those who perceived an outstanding recovery. Although unlikely, the impact (size effect) of outstanding recovery on loyalty is substantial.

Research limitations/implications

Future research should examine other types of e‐services.

Practical implications

E‐service delivery systems should be designed with a strong failure‐prevention mindset and include effective service recovery mechanisms. However, in general, e‐service providers should not look at superior recovery as a substitute for error‐free service. Despite not being a viable strategy in general, delighting customers in the recovery may make sense for the most profitable customers.

Originality/value

The paper provides empirical evidence of the effects of SFR in the context of online service, an area which has received limited attention to date. Unlike other research, this paper draws on data from customers of an actual e‐service and therefore benefits from increased external validity.

Details

International Journal of Operations & Production Management, vol. 29 no. 8
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 14 October 2021

Ajay Jose, Sonia Mathew, Rejikumar G., Dony Peter Chacko and Ajith K. Thomas

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance…

Abstract

Purpose

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.

Design/methodology/approach

A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.

Findings

The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.

Practical implications

The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.

Originality/value

This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Open Access
Article
Publication date: 20 July 2023

Sarah Amsl, Iain Watson, Christoph Teller and Steve Wood

Online shoppers make product purchase decisions based on product information shown on a retailer's website and potentially in comparison to that seen on competitors' websites…

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Abstract

Purpose

Online shoppers make product purchase decisions based on product information shown on a retailer's website and potentially in comparison to that seen on competitors' websites. Insufficient, poor quality or missing information about a product can lead to reduced retailer sales. Measuring online product information quality (PIQ) is therefore an essential element in helping retailers maximize their potential success. This paper aims (1) to identify directly quantifiable PIQ criteria, (2) to assess the effects of PIQ and (3) to evaluate the moderating effect of product involvement.

Design/methodology/approach

The authors conducted a scenario-based experiment within 3,544 do-it-yourself (DIY) online shoppers from the United Kingdom (UK). Within an 8 × 2 × 2 between-subjects design, the authors manipulated the factors PIQ criteria (8), PIQ level (2) and product type (2).

Findings

The findings support that poor PIQ has a negative impact on consumers online shopping outcomes. The authors also found that the effects of PIQ differ between the various criteria, the product category and the level of consumer involvement in the selling process. In the context of product depiction, title readability and product attribute comparability with other retailers' websites a high level of PIQ is required. Moreover, high involvement products need a higher level of PIQ than low involvement products.

Originality/value

This research expands website quality and service failure literature by introducing PIQ criteria and its effects in the context of online retailing. The authors also establish actionable managerial recommendations to assist retailers to embrace and utilize PIQ to better understand their own potential website and thus business improvements.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 9/10
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 29 September 2021

Shampy Kamboj, Manika Sharma and Bijoylaxmi Sarmah

This study seeks to observe the association between mobile banking failures, use of m-banking and customer engagement to determine the contribution of user satisfaction towards…

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Abstract

Purpose

This study seeks to observe the association between mobile banking failures, use of m-banking and customer engagement to determine the contribution of user satisfaction towards m-banking as mediator between the aforementioned relationship.

Design/methodology/approach

This study proposes a Mobile Banking Failure Model (MBFM) by integrating four failure dimensions (functional, system, information and service) based on Tan's failure model and DeLone and Mclean's Information Success model. In this paper, data was gathered from 338 respondents, who were the customers of banks and regular users of m-banking services of their respective banks in India. A survey method was employed to collect data. Structure equation modelling (SEM) was used to analyse the collected data.

Findings

The results suggest that all m-banking failure dimensions (functional, system, information and service) affect the use of m-banking, which in turn affects user satisfaction towards m-banking and customer engagement. Additionally, this study found that user satisfaction towards m-banking acts as a partial mediator between the use of m-banking and customer engagement.

Research limitations/implications

The banking failure and its use by customers have been examined in the context of mobile banking in India only and thereby limits the generalization of results to other industry and country contexts.

Practical implications

The results of this paper will guide bank managers and policy planners in implementing MBFM in the Indian banking context, specifically for their m-banking apps.

Originality/value

The use of m-banking, user satisfaction towards m-banking and customer engagement have been added as three supportive variables to the basic Tan's failure model and DeLone and Mclean's Information Success model to examine the impact of m-banking failure on bank customers' usage behaviour. This is a novel addition to the extant literature, as most empirical works in this domain are from industries other than banking (specifically m-banking) and with differing contexts.

Details

International Journal of Bank Marketing, vol. 40 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Open Access
Article
Publication date: 27 February 2023

Clemens Hutzinger and Wolfgang J. Weitzl

The purpose of this research is the exploration of online complainants' revenge based on their consumer-brand relationship strength and received webcare. The authors introduce…

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Abstract

Purpose

The purpose of this research is the exploration of online complainants' revenge based on their consumer-brand relationship strength and received webcare. The authors introduce inter-failures (i.e. the perceived number of earlier independent service failures that a customer has experienced with the same brand involved in the current service failure) as the central frame condition.

Design/methodology/approach

To test our hypotheses, both a scenario-based online experiment (n = 316) and an online survey (n = 492) were conducted.

Findings

With an increasing number of inter-failures, online complainants with a high-relationship strength move from the “love is blind” effect (no inter-failures) to the “love becomes hate” effect (multiple inter-failures), when they ultimately become more revengeful than their low-relationship strength counterparts. In addition, the authors show that in the case of no or few inter-failures, accommodative webcare has a lasting positive effect over no/defensive webcare for both low- and high-relationship complainants. More importantly, however, when consumers have experienced multiple inter-failures, accommodative webcare becomes ineffective (for low-relationship complainants) or boomerangs by cultivating revenge towards the brand (among high-relationship complainants), but not strategic avoidance.

Research limitations/implications

The findings have pronounced implications for the literature on customer–brand relationships following service failures and the literature, which predominantly emphasizes the unconditionally positive effects of accommodative webcare.

Originality/value

This study is the first that simultaneously considers the prior customer–brand relationship, inter-failures and webcare to explain online complainants' revenge.

Details

Internet Research, vol. 33 no. 7
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 24 June 2020

Sonia Mathew, Ajay Jose, Rejikumar G and Dony Peter Chacko

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice received…

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Abstract

Purpose

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice received through the service recovery process. It further endeavors to create an internal bench-marking model for assessing e-service recovery satisfaction.

Design/methodology/approach

By the experimental study, the authors confirm a measurement model using structural equation modeling for examining the impact of perceived service recovery quality antecedents on e-service recovery satisfaction moderated by perceived justice. In total, responses from 399 e-banking customers, who had experienced a e-service failure, were recorded using a 5-point Likert scale with a structured questionnaire.

Findings

The perceived e-service recovery quality antecedents identified were perceived information quality, digital commitment, perceived employee performance and perceived service orientation of organization. The empirical results revealed that “perceived information quality” was the most significant predictor of e-service recovery satisfaction. Perceived justice moderates the relation between perceived service recovery quality and e-service recovery satisfaction.

Research limitations/implications

The research does not contemplate the e-service recovery satisfaction of customers who have undergone multiple service failures.

Practical implications

The conclusions of the investigation suggest that the four antecedents of perceived e-service recovery quality model are suitable instruments for creating benchmarks for e-service recovery satisfaction for banks, and that perceived justice moderates the relationship between e-service recovery quality and e-service recovery satisfaction. Therefore, policymakers in banks can use this model to assess the e-service recovery quality, and they ought to enhance the perceived justice feel of the customers who have experienced a service failure.

Originality/value

There remains scarcity of empirical research focusing on perceived information quality and digital commitment as antecedents of perceived e-service recovery quality and its effect on e-service recovery satisfaction in the banking context. Furthermore, similar studies within the banking sector have rarely considered perceived justice as a moderator variable. Hence, this paper attempts to accomplish the research gap by empirically testing the e-service recovery satisfaction level of a large sample of the population toward four antecedents of perceived e-service recovery quality rendered by banks and create a benchmark model to ascertain e-service recovery satisfaction.

Article
Publication date: 13 July 2015

Yun Kyung Cho

– The purpose of this paper is to investigate the association of e-channel resources with market coverage of small local retailers.

Abstract

Purpose

The purpose of this paper is to investigate the association of e-channel resources with market coverage of small local retailers.

Design/methodology/approach

This survey-based study collects data from 147 North American florists who use web sites as e-channels. The data are analysed through a set of multi-nomial logistic regressions, and multiple analysis of covariance. Measurement validation is conducted before data analysis.

Findings

Considering two resources, e-IT competence and e-service agility − both critical for providing e-services − this study finds that e-service agility is significantly associated with market coverage. This paper also verifies that small local retailers who have wider market coverage than their competitors achieve higher performance from an e-channel. However, the retailers with wider market coverage do not have higher total retail sales.

Practical implications

Practitioners should carefully consider the imbalance between the cost of resource development to enable market extension and the eventual performance return. Market extension requires a high level of e-service agility, but the corresponding performance return may be inadequate. This finding advises the owners or managers of small local retailers to have a complete resource plan for the effective use of an e-channel.

Originality/value

This is the first survey-based study on the relationship between resources and market coverage for small internet retailing. The study uses cross-disciplinary perspectives to examine the practices of internet retailing and the resources required, based on insights on marketing, operations management, and management information systems.

Details

International Journal of Retail & Distribution Management, vol. 43 no. 7
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 1 May 2006

Jennifer Rowley

The purpose of this paper is to review research and is to gather conceptual perspectives on the role and nature of e‐service, and the e‐service experience. Recent advances in…

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Abstract

Purpose

The purpose of this paper is to review research and is to gather conceptual perspectives on the role and nature of e‐service, and the e‐service experience. Recent advances in technology have created a surge in technology‐based self‐service or e‐service, and there is an increasing recognition of its role in differentiation and customer interfaces.

Design/methodology/approach

An exploration of the inherent characteristics of technology facilitation of service, including notions of information service and self service, leads to definitions of e‐service and the e‐service experience. The following section explores two differentiators to the service experience: e‐service encounters, elements and episodes; and e‐service's role in the total multi‐channel experience. Finally the growing body of work on e‐service quality is reviewed in pursuit of an understanding of how work on dimensions of e‐service quality informs understanding of the nature of the e‐service experience.

Findings

In order to understand e‐service experiences it is necessary to go beyond studies of e‐service quality dimensions and to also take into account the inherent characteristics of e‐service delivery and the factors that differentiate one service experience from another.

Originality/value

The paper reviews the factors that impact on the nature of the e‐service experience, taking a wider perspective than that adopted by many researcher on e‐service when they focus on the identification of the dimensions of e‐service quality. In order to manage the e‐service experience it is important to develop a clear articulation of the nature, boundaries, components and elements of specific e‐service experiences, and to further investigate the interaction between these factors and service quality dimensions.

Details

Internet Research, vol. 16 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 1 October 2001

Allard C.R. van Riel, Veronica Liljander and Petra Jurriëns

The commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate…

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Abstract

The commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate these services and develop e‐loyalty. An empirical study of an Internet portal was tied in with extant theories about service quality, customer satisfaction and loyalty. Data were collected by means of an on‐line survey. The effect of customer satisfaction with three service components on value perception and overall satisfaction was measured. Customers’ overall satisfaction was influenced by their satisfaction with the core service, supplementary services and the user interface. A strong positive effect of overall satisfaction on the intention to continue using the portal was found. Noteworthy was the predominant effect of satisfaction with supplementary services on value perception. No significant direct effects were found of satisfaction with the user interface on value perception. Some implications as well as future research directions are provided.

Details

International Journal of Service Industry Management, vol. 12 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 14 June 2019

Arghya Ray, Pradip Kumar Bala, Shilpee A. Dasgupta and Narayanasamy Sivasankaran

This paper aims to explore the consumers’ and service-providers’ perspectives on the factors influencing adoption of e-services in rural India. The purpose is to enable better…

Abstract

Purpose

This paper aims to explore the consumers’ and service-providers’ perspectives on the factors influencing adoption of e-services in rural India. The purpose is to enable better diffusion of technology for societal development in this digital era.

Design/methodology/approach

Using qualitative-based multiple-participant interviews, this study explores the factors affecting e-service adoption from two different perspectives. While interviews were conducted in five villages with 14 respondents to find out the perspectives of the consumers, this study also explores the service-providers’ perspectives through interviews conducted among 11 managerial respondents.

Findings

Catering to personal needs, improving perceived usefulness, value-added options, data analytics for better understanding customers and improving service delivery of the e-service are the major factors identified by the service-providers. The study also concludes that convenience, compatibility, societal influence and availability of value-added addition of the e-service are decisive in e-service adoption from the perspectives of the consumers.

Research limitations/implications

The first limitation of this research is that there can be common method bias. Second, there were overlapping themes.

Practical implications

This study can help researchers working on the adoption of e-services in under-developed/developing countries. The findings of this study may help industries to focus on the determinants while designing the e-services for improving their rate of adoption.

Social implications

This study will help in better diffusion of e-services in rural areas, which in turn will help in societal development in this digital era.

Originality/value

The focus is on societal development through the adoption of e-services in rural areas. To the best of the knowledge of the researchers, no qualitative study has been performed to capture the perspectives of both the service-providers and the consumers on the adoption of e-services in India.

Details

Journal of Indian Business Research, vol. 12 no. 2
Type: Research Article
ISSN: 1755-4195

Keywords

1 – 10 of over 2000