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The Impact of Online Store Characteristics on Service Recovery Satisfaction in C2C Online Markets

机译：在线商店特征对C2C在线市场服务恢复满意度的影响

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In this study, the authors examine the effects of C2C online store characteristics on customer satisfaction.Drawing on the equity theory, they investigate the way retailer reputation and price impact the relationship between customers' perceptions of justice and the satisfaction towards service recovery.To test the study hypotheses, two 2 × 2 × 2 between-subjects factorial experiments were conducted, and in which the retailer reputation and price have two levels as low and high, respectively.The results show the role online store characteristics play as moderators of different service recovery strategies on service recovery satisfaction.The authors conclude and discuss their findings and implications for both marketing theory and practice.
机译：在本研究中，作者审查了C2C在线商店特征对客户满意度的影响。论股权理论的绘制，他们调查了零售商声誉和价格对客户对司法的看法之间关系的影响和对服务恢复的满意度。进行测试研究假设，进行两次2×2×2的受试者阶乘实验，其中零售商的声誉和价格分别具有低低位和高的级别。结果显示在线商店特征作为不同服务的主持人的作用。服务恢复满意度的恢复策略。作者在营销理论和实践中得出结论和讨论其发现和影响。

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