Consumer responses to service recovery strategies: The moderating role of online versus offline environment
作者： Katherine E. Harris , Dhruv Grewal , Lois A. Mohr , Kenneth L. Bernhardt
DOI: 10.1016/J.JBUSRES.2005.10.005
关键词:
摘要: Abstract In this article, we examine consumer reactions to two service recovery strategies: fixing the failure for a fee and no adding compensation. We expect that more desirable strategy will result in higher levels of satisfaction postpurchase intentions. However, effect these strategies on consumers' is likely be moderated by setting (online versus offline). The empirical results support our predictions intentions would stronger offline media than online media. Managerial implications thus are presented.
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