The Effect of Brand Image on Online Service Failure: Basing on Mainland China Online Retailing

Jun-feng Liao (ljf@scut.edu.cn) and Lin-lin Zhong (zllzippies@gmail.com)
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Jun-feng Liao: South China University of Technology
Lin-lin Zhong: South China University of Technology

Chapter Chapter 118 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 1121-1129 from Springer

Abstract: Abstract The research focuses on the issue of service failures in online shops, and moderate effect of brand image on customer repurchase intention. 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 online retailer’s brand image affect customer repurchase intention after service failure.

Keywords: Online service failure; SERVQUAL; Repurchase (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38427-1_118

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DOI: 10.1007/978-3-642-38427-1_118

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