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首页> 外文会议>Thirteenth Wuhan international conference on E-business >The Impact of Online Store Characteristics on Service Recovery Satisfaction in C2C Online Markets
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The Impact of Online Store Characteristics on Service Recovery Satisfaction in C2C Online Markets

机译：C2C在线市场中在线商店特征对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：在这项研究中，作者研究了C2C在线商店特征对客户满意度的影响。基于权益理论，他们研究了零售商的声誉和价格如何影响客户的正义感与满意度之间对服务恢复的关系。在研究假设的基础上，进行了两个2×2×2主体间析因实验，其中零售商的声誉和价格分别为低和高两个水平。结果表明，在线商店特征在充当不同服务的主持人中的作用服务恢复满意度的恢复策略。作者总结并讨论了他们的发现以及对营销理论和实践的启示。

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