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The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

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  • Roy, Vivek
  • Vijay, T. Sai
  • Srivastava, Abhishek

Abstract

What is so different about executing service failure recovery in an online environment as in e-tailing?

Suggested Citation

  • Roy, Vivek & Vijay, T. Sai & Srivastava, Abhishek, 2022. "The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    • Handle: RePEc:eee:joreco:v:64:y:2022:i:c:s0969698921004033
    DOI: 10.1016/j.jretconser.2021.102837
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    References listed on IDEAS

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    1. Barakat, Livia L. & Ramsey, Jase R. & Lorenz, Melanie P. & Gosling, Marlusa, 2015. "Severe service failure recovery revisited: Evidence of its determinants in an emerging market context," International Journal of Research in Marketing, Elsevier, vol. 32(1), pages 113-116.
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    Cited by:

    1. Le, Hoang Tran Phuoc Mai & Park, Jungkun & Lee, Sangwoo, 2023. "Emotion and trust in virtual service assistant design for effective service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    2. Mainardes, Emerson Wagner & Coutinho, Ananda Raquel Silva & Alves, Helena Maria Batista, 2023. "The influence of the ethics of E-retailers on online customer experience and customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    3. Youn, Song-Yi & Ki, Chung-Wha (Chloe) & Ha, Sejin, 2024. "Feeling close from Afar: Public reactions to racial profiling in retail and brand crisis management," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).

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