Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.


 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference
 EMAC 2021 Regional Conference
 EMAC 2022 Annual
 EMAC 2022 Regional Conference
 EMAC 2023 Annual
 EMAC 2023 Regional Conference
 EMAC 2024 Annual
 EMAC 2024 Regional Conference

EMAC 2019 Annual Conference


An Exploration of Customers’ Online Service Recovery Expectations
(A2019-9026)

Published: May 28, 2019

AUTHORS

Zonaib Tahir, IAE Lyon School of Management ; Kiane Goudarzi, IAE Lyon School of Management

KEYWORDS

online service recovery; trust; compensation

ABSTRACT

The widespread acceptance and usage of internet as a shopping medium should have led to a sizable examination of online customers’ post-failure expectations. Yet, the limited online service recovery research has produced contradictory recovery expectations. The unique characteristics of e-commerce have elevated the role of trust in selecting an online service provider. If the customers’ aren’t satisfied, the trust with which they entered the relationship, will decline. Although customers exhibit trust even when the service fails, by expecting the company to address the failure. The purpose of this article is to explore the online customers’ recovery expectations for various situations, unique to online service delivery. 20 in-depth, semi-structured interviews revealed circumstantial recovery expectations and also the factors that generate differing offline and online recovery expectations. A deeper understanding of recovery expectations will help minimize the trust deficit by responding to the failures as per customers’ expectations.