Open AccessA Relação entre a Recuperação o Serviço, Auto-estima e Satisfação após a Recuperação do Serviço no Ambiente de compras on-line
Author(s) -
W. Sun
Publication year - 2017
Publication title -
risus - revista de inovação e sustentabilidade
Language(s) - English
Resource type - Journals
ISSN - 2179-3565
DOI - 10.24212/2179-3565.2017v8i1p53-62
Subject(s) - service (business) , psychology , business , business administration , humanities , marketing , art
Due to the physical separation of buyer and seller, the physical separation of buyer and merchandise, and the perceived insecurity of the Internet in online shopping environment, different service recovery types may lead to different satisfaction especially facing different individuals. This proposed research wants to discuss the relationship among service recovery, individual’s self-esteem and satisfaction after service recovery in online shopping environment.