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Informational Justice and Post-recovery Satisfaction in E-Commerce: The Role of Service Failure Severity on Behavioral Intentions KCI 등재 SCOPUS

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  • URLhttps://db.koreascholar.com/Article/Detail/367030
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한국유통과학회 (Korea Distribution Science Association)
초록

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

목차
Abstract
 1. Introduction
 2. Literature Review
  2.1. Informational Justice
  2.2. Post-recovery Satisfaction
  2.3. Repurchase Intention
  2.4. Word of Mouth Intention
  2.5. Service Failure Severity
 3. Methodology
 4. Results
  4.1. Descriptive Analysis
  4.2. Measurement Model Analysis
  4.3. Structural Model Analysis
 5. Discussion
 6. Conclusions
 References
저자
  • Susanti Kussusanti(Program Pascasarjana Ilmu Manajemen, Faculty of Economics and Business, Universitas Indonesia) Corresponding Author
  • Prijono Tjiptoherijanto(Program Pascasarjana Ilmu Manajemen, Faculty of Economics and Business, Universitas Indonesia)
  • Rizal Edy Halim(Program Pascasarjana Ilmu Manajemen, Faculty of Economics and Business, Universitas Indonesia)
  • Asnan Furinto(Doctor of Research in Management, Binus University)