Research Buyers Guide

The authoritative guide to research suppliers. Go

Research Jobfinder

The No.1 jobs resource for research and insight professionals. Go

Research-live.com

The definitive source of research news and opinion. Go

Fair Data

The Fair Data mark helps consumers recognise who they can trust. Go

International Journal of Market Research (IJMR)

The world authority on research methodologies and techniques for professionals and academics. Go

Geodemographics Knowledge Base (GKB)

For people interested in the application of geodemographics and geo-spatial analysis. Go

x

An exploration of consumers' response to online service recovery initiatives

Vol. 59 No. 1, 2017 p.97–116

Wilson Ozuem, Amisha Patel, Kerry E. Howell and Geoff Lancaster

The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers. In a changing social, political and economic environment the use of information technology has permeated all forms of organisations: from private to public, local to global, old and new. Parallel with this development, companies have developed and experimented with new means of interacting with customers, and have devised and applied a variety of marketing strategies. The deployment of the internet, along with its subsets, has created a number of new opportunities, as well as a range of uncertainties and burdens, particularly on consumer perceptions of service quality, service failure and recovery. This paper contributes to extant knowledge and offers an understanding of behavioural-related issues, e.g. understanding consumer behaviour in the development of innovative business models in the industry.

 

To view the full article please login in or subscribe.

Talk to the membership team

IJMR content is only available to Certified members of MRS and above, and Warc subscribers. If you want to discuss upgrading your MRS membership please email membership@mrs.org.uk or call +44(0)20 7566 1820.
[Download PDF]