Online service failure: understanding the building blocks of effective recovery strategy

Azemi, Yllka and Ozuem, Wilson (2019) Online service failure: understanding the building blocks of effective recovery strategy. In: Bowen, Gordon and Ozuem, Wilson, (eds.) Leveraging computer-mediated marketing environments. IGI Global, Pennsylvania, US, pp. 249-265.

[img]
Preview
PDF (first 2 pages only) - Published Version
Available under License CC BY-NC

Download (131kB) | Preview
Official URL: https://doi.org/10.4018/978-1-5225-7344-9.ch012

Abstract

Digital media literature suggests that social media has eased the process of conceptualizing the customer, inclusive of their perception of fairness in the recovery provision. This is because individuals in social media reveal personal information and engage in online conversation and online communities. However, the inherited risk in social media such as the rapid spread of online negative word-of-mouth and the ease of switching behavior to other online providers no longer permits superficial understanding of customers' perception of failure-recovery experiences. Drawing on extant conceptual theories, the current chapter examines online failure and recovery strategies and argues that effective recovery strategies not only enhance the development of marketing communication programs but act as an effective tool for customer retention.

Item Type: Book Section
Publisher: IGI Global
ISSN: 2327-5502
ISBN: 9781522573449
Departments: Business
Additional Information: Yllka Azemi (Indiana University Northwest, USA) and Wilson Ozuem (University of Cumbria, UK). Chapter 12 within book.
Depositing User: Anna Lupton
Date Deposited: 25 Jan 2019 16:01
Last Modified: 25 Jan 2019 17:01
URI: http://insight.cumbria.ac.uk/id/eprint/4426

Downloads

Downloads per month over past year



Downloads each year

Actions (repository staff only)

Edit Item Edit Item