By Topic

How relationship quality affect customer repurchase intention after service failure—Basing on Mainland China online retailing

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Liaojun Feng ; Sch. of Econ. & Commerce, South China Univ. of Technol., Guangzhou, China ; Linlin Zhong

The research focuses on the issue of service failures in online shops, and moderate effect of relationship quality on customer repurchase intention. Basing on the theories of marketing and psychology, this paper integrates the theories of service failure, perceived service quality and other related theories, proposes the concept of perceived service failure, and study how the relationship factor affect customer repurchase intention after service failure.

Published in:

Service Systems and Service Management (ICSSSM), 2012 9th International Conference on

Date of Conference:

2-4 July 2012