An exploration of consumers' response to online service recovery initiatives

The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers.
Ozuem et al.

An exploration of consumers' response to online service recovery initiatives

Wilson Ozuem

University of Gloucester/Regent's University London

Amisha Patel

The Lister Hospital

Kerry E. Howell

Plymouth University

Geoff Lancaster

London School of Commerce

Introduction

The broader institutional contexts in which we exist have been immersed in a societal transformation over the past two decades (Hoffman et al. 2003; Ringberg et al. 2007). Organisations have become absorbed in a process of negotiating choices among a diversity of options under conditions of intensified globalisation.

The literature on service failure and recovery suggests that firms seek to identify...

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