earticle

영어

This study investigates the causal relationships among types of service failure, service recovery, customer satisfaction, and loyalty intentions as well as moderating effect of consumer characteristics such as gender using structural equation model in the context of internet shopping. Support is found for a number of hypothesized structural relations. The findings show that most types of service failure negatively on service recovery, and most factors of service recovery influence positively on customer satisfaction as well as customer satisfaction affects positively loyalty intentions. Also, consumer gender mostly moderates the relationship between service recovery and customer satisfaction and the relationship between customer satisfaction and loyalty intentions. Some implications for enhancing the effect of service recovery in internet shopping service are briefly discussed.