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  1. Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context.Tingting Zhu, Beilei Liu, Mengmeng Song & Jinnan Wu - 2021 - Frontiers in Psychology 12.
    Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most (...)
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  • The Role of Service Recovery in Post-purchase Consumer Behavior During COVID-19: A Malaysian Perspective.Muhammad Mazhar, Ding Hooi Ting, Ali Hussain, Muhammad Aamir Nadeem, Muhammad Asghar Ali & Umaima Tariq - 2022 - Frontiers in Psychology 12.
    The purpose of this study is to investigate the incidence of service failure in rendering service process during COVID-19. It further explores the outcomes of service recovery offered to customers in case of service failure. Like other businesses, webstores have also faced the challenges in their efforts to satisfy their customers during COVID-19. Service failure has increased due to unexpected circumstances produced by this pandemic. It has become necessary for the webstores to retain their dissatisfied customers by reconsidering their service (...)
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