Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions

Ying-Feng Kuo and Chi-Ming Wu

International Journal of Information Management, 2012, vol. 32, issue 2, 127-138

Abstract: This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites.

Keywords: Post-recovery satisfaction; Post-purchase intention; Perceived justice; Emotions; Online shopping websites (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:32:y:2012:i:2:p:127-138

DOI: 10.1016/j.ijinfomgt.2011.09.001

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