How to cite this paper
Phan, A., Nguyen, H & Pham, T. (2021). Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing.Uncertain Supply Chain Management, 9(1), 1-10.
Refrences
Ahn, T., Ryu, S., & Han, I. (2004). The impact of the online and offline features on the user acceptance of Internet shopping malls. Electronic Commerce Research and Applications, 3(4), 405-420.
Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960-982.
Battaglia, D., Borchardt, M., Sellitto, M. A., & Pereira, G. M. (2012). Service recovery: a method for assessing performance. Business Process Management Journal, 18(6), 949-963.
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2).
Chou, P. F. (2015). An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers. Journal of Air Transport Management, 47, 119-125.
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: a meta-analysis. Journal of Service Research, 10(1), 60-77.
Ekiz, E. H., & Arasli, H. (2007). Measuring the impacts of organizational responses: Case of Northern Cyprus hotels. Managing Global Transitions, 5(3), 271.
Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer Services, 18(1), 27-37.
General Statistics Office of Vietnam. (2019) Statistical Yearbook of Viet Nam 2018, Hanoi: Statistical Publishing House.
Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of Business, 9(3), 10.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long range planning, 46(1-2), 1-12.
Hess, R. L. (2008). The impact of firm reputation and failure severity on customers' responses to service failures. Journal of Services Marketing, 22(5).
Jung, N. Y., & Seock, Y. K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23-30.
Kasabov, E., & Warlow, A. J. (2010). Towards a new model of “customer compliance” service provision. European Journal of Marketing, 44(6).
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia pacific journal of marketing and logistics.
La, S., & Choi, B. (2019). Perceived justice and CSR after service recovery. Journal of Services Marketing, 33(2), 206-219.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management.
Li, C. Y., & Fang, Y. H. (2016). How online service recovery approaches bolster recovery performance? A multi-level perspective. Service Business, 10(1), 179-200.
Liang, C. C., & Nguyen, N. L. (2018). Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam. Electronic Commerce Research, 18(3), 629-646.
Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137.
Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4), 387-400.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Pham, Q. T., Tran, X. P., Misra, S., Maskeliūnas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability, 10(1), 156.
Proserpio, D., & Zervas, G. (2017). Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science, 36(5), 645-665.
Sengupta, A. S., Balaji, M. S., & Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674.
Sousa, R., & Voss, C. A. (2009). The effects of service failures and recovery on customer loyalty in e‐services. International Journal of Operations & Production Management, 35(3), 493‐525.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119.
Wang, X., & Zhang, Q. (2018). Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength. Journal of Service Theory and Practice, 28(6), 774-806.
Wicks, A. M., & Roethlein, C. J. (2009). A satisfaction-based definition of quality. The Journal of Business and Economic Studies, 15(1), 82.
Choi, Y., & Mai, D. Q. (2018). The sustainable role of the e-trust in the B2C e-commerce of Vietnam. Sustainability, 10(1), 291.
Zhang, M., Dai, X., & He, Z. (2015). An empirical investigation of service recovery in e-retailing. Journal of Service Theory and Practice, 25(3), 348-367.
Zhang, M., Huang, L., He, Z., & Wang, A. G. (2015). E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry. Total Quality Management & Business Excellence, 26(11-12), 1357-1372.
Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960-982.
Battaglia, D., Borchardt, M., Sellitto, M. A., & Pereira, G. M. (2012). Service recovery: a method for assessing performance. Business Process Management Journal, 18(6), 949-963.
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2).
Chou, P. F. (2015). An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers. Journal of Air Transport Management, 47, 119-125.
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: a meta-analysis. Journal of Service Research, 10(1), 60-77.
Ekiz, E. H., & Arasli, H. (2007). Measuring the impacts of organizational responses: Case of Northern Cyprus hotels. Managing Global Transitions, 5(3), 271.
Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer Services, 18(1), 27-37.
General Statistics Office of Vietnam. (2019) Statistical Yearbook of Viet Nam 2018, Hanoi: Statistical Publishing House.
Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of Business, 9(3), 10.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long range planning, 46(1-2), 1-12.
Hess, R. L. (2008). The impact of firm reputation and failure severity on customers' responses to service failures. Journal of Services Marketing, 22(5).
Jung, N. Y., & Seock, Y. K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23-30.
Kasabov, E., & Warlow, A. J. (2010). Towards a new model of “customer compliance” service provision. European Journal of Marketing, 44(6).
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia pacific journal of marketing and logistics.
La, S., & Choi, B. (2019). Perceived justice and CSR after service recovery. Journal of Services Marketing, 33(2), 206-219.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management.
Li, C. Y., & Fang, Y. H. (2016). How online service recovery approaches bolster recovery performance? A multi-level perspective. Service Business, 10(1), 179-200.
Liang, C. C., & Nguyen, N. L. (2018). Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam. Electronic Commerce Research, 18(3), 629-646.
Maxham III, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137.
Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4), 387-400.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Pham, Q. T., Tran, X. P., Misra, S., Maskeliūnas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability, 10(1), 156.
Proserpio, D., & Zervas, G. (2017). Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science, 36(5), 645-665.
Sengupta, A. S., Balaji, M. S., & Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674.
Sousa, R., & Voss, C. A. (2009). The effects of service failures and recovery on customer loyalty in e‐services. International Journal of Operations & Production Management, 35(3), 493‐525.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119.
Wang, X., & Zhang, Q. (2018). Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength. Journal of Service Theory and Practice, 28(6), 774-806.
Wicks, A. M., & Roethlein, C. J. (2009). A satisfaction-based definition of quality. The Journal of Business and Economic Studies, 15(1), 82.
Choi, Y., & Mai, D. Q. (2018). The sustainable role of the e-trust in the B2C e-commerce of Vietnam. Sustainability, 10(1), 291.
Zhang, M., Dai, X., & He, Z. (2015). An empirical investigation of service recovery in e-retailing. Journal of Service Theory and Practice, 25(3), 348-367.
Zhang, M., Huang, L., He, Z., & Wang, A. G. (2015). E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry. Total Quality Management & Business Excellence, 26(11-12), 1357-1372.