Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing:
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis Book |
| Language: | English |
| Published: |
Aachen
Apprimus Verlag
[2020]
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Physical Description: | ix, 180 Seiten Illustrationen, Diagramme 21 cm |
Staff View
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| 245 | 1 | 0 | |a Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing |c vorgelegt von Frederike von Aswege |
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Record in the Search Index
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| adam_text | TABLE
OF
CONTENTS
PART
A.
INTRODUCTORY
OVERVIEW
OF
THE
THESIS
.........................................................................
VII
LIST
OF
ABBREVIATIONS
................................................................................................................
VIII
FIGURES
...........................................................................................................................................
J
X
1
INTRODUCTION
1.1
RELEVANCE
OF
RESEARCH
TOPIC
............................................................................................
1
1.2
IDENTIFICATION
OF
RESEARCH
DEFICITS
...................................................................................
3
1.3
DEDUCTION
OF
RESEARCH
QUESTIONS
....................................................................................
8
1.4
ASPIRED
CONTRIBUTION
.....................................................................................................
10
2
THEORETICAL
AND
CONCEPTUAL
FRAMEWORK
...............................................................
15
2.1
INTRODUCTION
TO
SERVICE
FAILURE
AND
RECOVERY
LITERATURE
...............................................
15
2.2
SERVICE
FAILURES
AND
CUSTOMER
BEHAVIOR
.....................................................................
16
2.2.1
THEORETICAL
FOUNDATION
............................................................................................
17
2.2.2
LITERATURE
REVIEW
....................................................................................................
18
2.3
SERVICE
RECOVERIES
AND
CUSTOMER
BEHAVIOR
.................................................................
23
2.3.1
THEORETICAL
FOUNDATION
...........................................................................................
24
2.3.2
LITERATURE
REVIEW
....................................................................................................
29
3
RESEARCH
DESIGN
........................................................................................................35
3.1
DATA
..............................................................................................................................
35
3.2
METHODOLOGY
AND
MEASURES
........................................................................................
37
4
SUMMARY
OF
RESEARCH
PAPERS
..................................................................................
41
4.1
RESEARCH
PAPER
I:
THE
IMPACT
OF
SERVICE
FAILURE
CONTROLLABILITY
AND
RELATIONSHIP
STRENGTH
ON
POST-COMPLAINT
CONSUMER
BEHAVIOR
-
AN
EMPIRICAL
ANALYSIS
..........
41
4.2
RESEARCH
PAPER
II:
WHO
GETS
WHAT?
HOW
ONLINE
COMPANIES
CAN
APPEASE
THEIR
COMPLAINING
CUSTOMERS
.............................................................................................
46
4.3
RESEARCH
PAPER
III:
SERVICE
RECOVERY
MATTERS.
EXAMINING
THE
SERVICE
RECOVERY
PARADOX
FOR
ACTUAL
CONSUMER
PURCHASE
BEHAVIOR
....................................................
51
VI
TABLE
OF
CONTENTS
5
IMPLICATIONS
FOR
RESEARCH
AND
PRACTICE
.................................................................
57
5.1
THEORETICAL
IMPLICATIONS
..............................................................................................
57
5.2
PRACTICAL
IMPLICATIONS
..................................................................................................
62
5.3
LIMITATIONS
AND
AVENUES
FOR
FURTHER
RESEARCH
..............................................................
66
REFERENCES
.....................................................................................................................................
69
PART
B.
RESEARCH
PAPERS
.............................................................................................................
85
RESEARCH
PAPER
1
.........................................................................................................................
87
RESEARCH
PAPER
II
.......................................................................................................................
115
RESEARCH
PAPER
III
....................................................................................................................
151
|
| adam_txt |
TABLE
OF
CONTENTS
PART
A.
INTRODUCTORY
OVERVIEW
OF
THE
THESIS
.
VII
LIST
OF
ABBREVIATIONS
.
VIII
FIGURES
.
J
X
1
INTRODUCTION
\
1.1
RELEVANCE
OF
RESEARCH
TOPIC
.
1
1.2
IDENTIFICATION
OF
RESEARCH
DEFICITS
.
3
1.3
DEDUCTION
OF
RESEARCH
QUESTIONS
.
8
1.4
ASPIRED
CONTRIBUTION
.
10
2
THEORETICAL
AND
CONCEPTUAL
FRAMEWORK
.
15
2.1
INTRODUCTION
TO
SERVICE
FAILURE
AND
RECOVERY
LITERATURE
.
15
2.2
SERVICE
FAILURES
AND
CUSTOMER
BEHAVIOR
.
16
2.2.1
THEORETICAL
FOUNDATION
.
17
2.2.2
LITERATURE
REVIEW
.
18
2.3
SERVICE
RECOVERIES
AND
CUSTOMER
BEHAVIOR
.
23
2.3.1
THEORETICAL
FOUNDATION
.
24
2.3.2
LITERATURE
REVIEW
.
29
3
RESEARCH
DESIGN
.35
3.1
DATA
.
35
3.2
METHODOLOGY
AND
MEASURES
.
37
4
SUMMARY
OF
RESEARCH
PAPERS
.
41
4.1
RESEARCH
PAPER
I:
THE
IMPACT
OF
SERVICE
FAILURE
CONTROLLABILITY
AND
RELATIONSHIP
STRENGTH
ON
POST-COMPLAINT
CONSUMER
BEHAVIOR
-
AN
EMPIRICAL
ANALYSIS
.
41
4.2
RESEARCH
PAPER
II:
WHO
GETS
WHAT?
HOW
ONLINE
COMPANIES
CAN
APPEASE
THEIR
COMPLAINING
CUSTOMERS
.
46
4.3
RESEARCH
PAPER
III:
SERVICE
RECOVERY
MATTERS.
EXAMINING
THE
SERVICE
RECOVERY
PARADOX
FOR
ACTUAL
CONSUMER
PURCHASE
BEHAVIOR
.
51
VI
TABLE
OF
CONTENTS
5
IMPLICATIONS
FOR
RESEARCH
AND
PRACTICE
.
57
5.1
THEORETICAL
IMPLICATIONS
.
57
5.2
PRACTICAL
IMPLICATIONS
.
62
5.3
LIMITATIONS
AND
AVENUES
FOR
FURTHER
RESEARCH
.
66
REFERENCES
.
69
PART
B.
RESEARCH
PAPERS
.
85
RESEARCH
PAPER
1
.
87
RESEARCH
PAPER
II
.
115
RESEARCH
PAPER
III
.
151 |
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| author | Aswege, Frederike von |
| author_GND | (DE-588)1216062250 |
| author_facet | Aswege, Frederike von |
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| bvnumber | BV046997178 |
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| dewey-full | 381.142 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 381 - Commerce (Trade) |
| dewey-raw | 381.142 |
| dewey-search | 381.142 |
| dewey-sort | 3381.142 |
| dewey-tens | 380 - Commerce, communications, transportation |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| format | Thesis Book |
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| spelling | Aswege, Frederike von (DE-588)1216062250 aut Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing vorgelegt von Frederike von Aswege Aachen Apprimus Verlag [2020] ix, 180 Seiten Illustrationen, Diagramme 21 cm txt rdacontent n rdamedia nc rdacarrier Dissertation RWTH Aachen University 2020 Kaufverhalten (DE-588)4073331-2 gnd rswk-swf Electronic Shopping (DE-588)4215399-2 gnd rswk-swf Reklamation (DE-588)4834499-0 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Electronic Shopping (DE-588)4215399-2 s Reklamation (DE-588)4834499-0 s Kaufverhalten (DE-588)4073331-2 s DNB B:DE-101 application/pdf https://d-nb.info/1218025239/04 Inhaltsverzeichnis DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032404913&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p dnb 20201002 DE-101 https://d-nb.info/provenance/plan#dnb 2\p dnb 20201002 DE-101 https://d-nb.info/provenance/plan#dnb |
| spellingShingle | Aswege, Frederike von Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing Kaufverhalten (DE-588)4073331-2 gnd Electronic Shopping (DE-588)4215399-2 gnd Reklamation (DE-588)4834499-0 gnd |
| subject_GND | (DE-588)4073331-2 (DE-588)4215399-2 (DE-588)4834499-0 (DE-588)4113937-9 |
| title | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing |
| title_auth | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing |
| title_exact_search | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing |
| title_exact_search_txtP | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing |
| title_full | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing vorgelegt von Frederike von Aswege |
| title_fullStr | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing vorgelegt von Frederike von Aswege |
| title_full_unstemmed | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing vorgelegt von Frederike von Aswege |
| title_short | Understanding antecedents and moderators of post-complaint customer purchase behavior in online retailing |
| title_sort | understanding antecedents and moderators of post complaint customer purchase behavior in online retailing |
| topic | Kaufverhalten (DE-588)4073331-2 gnd Electronic Shopping (DE-588)4215399-2 gnd Reklamation (DE-588)4834499-0 gnd |
| topic_facet | Kaufverhalten Electronic Shopping Reklamation Hochschulschrift |
| url | https://d-nb.info/1218025239/04 http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032404913&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT aswegefrederikevon understandingantecedentsandmoderatorsofpostcomplaintcustomerpurchasebehaviorinonlineretailing |
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