Scribd Logo
Importer

Bienvenue sur Scribd !

  • 08 Cho Et Al 2003

    Transféré par

    Khánh Ly
    278 vues13 pages
    research

    Titre original

    08+Cho+et+al+2003 (1)

    Copyright

    © © All Rights Reserved

    Formats disponibles

    PDF ou lisez en ligne sur Scribd

    Avez-vous trouvé ce document utile ?

    Ce contenu est-il inapproprié ?

    Signaler ce document
    research

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PDF ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    278 vues13 pages

    08 Cho Et Al 2003

    Transféré par

    Khánh Ly
    research

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PDF ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 13
    THE IMPACT OF E-SERVICES FAILURES AND CUSTOMER COMPLAINTS ON ELECTRONIC COMMERCE CUSTOMER RELATIONSHIP MANAGEMENT. Yooncheoug Cho, Hawaii Pacific University 1m, New Jersey Institute of Technology Roxanne Hitz, New Jersey Insitute of Technology ABSTRACT Handling customer complaints has become & strategie concem in eetronic commerce Customer Relationship Management (eCRM). ‘The purposes ofthis study are to (a) explore the major causes of customer ccmplai's, comparing nine and instore environments nd) exmine how customer complaints are diferently perceived based on the types of service failures. The Justice Dimensions with Complaint Handling famewark proposed by Tax, Brown, and Chandrasekaran (1998) are applied. in’ his study” for the classification of service fille types. The data ‘were collected from online customer feedback publicized on Inemet webstes and the shopping log data reported by selected consumer panels ‘The research identified that he impact of sevice failure with the justice dimension affects estomers’ propensity to complain in the online shopping environment. Further, the study ‘mpasizes that successful sevice management the core of ecommerce exstomer relationship ‘management (CRM). INTRODUCTION Handling customer complaints and managing customer serve “have become crv for Exetronic Customer Relationship Management (= CRM), Previous studies (Cho, In, Hilt, and Frmstad 2002; Jults, Craig snd Bodorik, 2001 Levesque and MeDougall 196) have asrertained that succesful e

    Vous aimerez peut-être aussi