The Role of Emotions and Trust in Service Recovery in Business - to - Consumer Electronic Commerce
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| Format: | Artículo científico |
| Sprache: | en |
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Universidad de Talca
2015
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| author | Julián Chaparro-Peláez |
| author_facet | Julián Chaparro-Peláez |
| contents | The Role of Emotions and Trust in Service Recovery in Business - to - Consumer Electronic Commerce Julián Chaparro-Peláez Ángel Hernández - García Alberto Urueña-López Multidisciplinaria (Ciencias Naturales y Exactas) to Trust commerce Business consumer This study proposes a serv ice recovery model to describe how cumulative satisfaction, loyalty and word - of - mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a media tor of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business - to - consumer e - com merce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally play ed in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word - of - mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as th e mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction. 2015 artículo científico 0718-1876 https://www.redalyc.org/articulo.oa?id=96538544006 en http://www.redalyc.org/revista.oa?id=965 Journal of Theoretical and Applied Electronic Commerce Research application/pdf Universidad de Talca Journal of Theoretical and Applied Electronic Commerce Research (Chile) Num.2 Vol.10 |
| format | Artículo científico |
| id | redalyc_96538544006 |
| institution | Redalyc |
| language | en |
| publishDate | 2015 |
| publisher | Universidad de Talca |
| spellingShingle | The Role of Emotions and Trust in Service Recovery in Business - to - Consumer Electronic Commerce Julián Chaparro-Peláez Multidisciplinaria (Ciencias Naturales y Exactas) to Trust commerce Business consumer The Role of Emotions and Trust in Service Recovery in Business - to - Consumer Electronic Commerce Julián Chaparro-Peláez Ángel Hernández - García Alberto Urueña-López Multidisciplinaria (Ciencias Naturales y Exactas) to Trust commerce Business consumer This study proposes a serv ice recovery model to describe how cumulative satisfaction, loyalty and word - of - mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a media tor of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business - to - consumer e - com merce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally play ed in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word - of - mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as th e mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction. 2015 artículo científico 0718-1876 https://www.redalyc.org/articulo.oa?id=96538544006 en http://www.redalyc.org/revista.oa?id=965 Journal of Theoretical and Applied Electronic Commerce Research application/pdf Universidad de Talca Journal of Theoretical and Applied Electronic Commerce Research (Chile) Num.2 Vol.10 |
| title | The Role of Emotions and Trust in Service Recovery in Business - to - Consumer Electronic Commerce |
| topic | Multidisciplinaria (Ciencias Naturales y Exactas) to Trust commerce Business consumer |
| url | https://www.redalyc.org/articulo.oa?id=96538544006 |