E-commerce Service Recovery and Subsequent Behavior of Consumers - The Case of Cuisine Group Buying

• Main Authors: chi-jiun-Lin, 林其駿
• Other Authors: kuo-fang-Peng
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/9y4n6v

碩士 === 國立勤益科技大學 === 流通管理系 === 102 === Under this network and technological progress and development, consumers don’t have to buy the product at the time or space limit, can enjoy purchasing products. And products made in a more favorable price to buy more by today's consumer behavior preferences, because Customers can make the same demand of consumers to strengthen their bargaining power over the network, and can reduce costs through bulk purchases of both for buyers and sellers have a considerable degree of convenience but all things good foundation in such a network transaction, prone to different sides of cognition, produce mistakes and misunderstandings generated on the consumer services. Negative emotions and subsequent poor consumers as a result of word of mouth and services such misunderstanding arising from the failure of the industry has a strong lethal losses. The past literature on customer service recovery is usually a subsequent relationship management, is aftermarket service. This research wants to remedy one of the most strategic point of view which may not be acceptable to consumers with a poor reputation and status appear. After the study found, buy site on the Internet, after consumer service failure occurs, can effectively resolve customer service failures resulting unpleasant strategy, communication, feedback, compensation. Interference effects in regulating, find group buying operators after the product through strong marketing makes him a popular type of product and service failure occurs industry for its follow-up remedial effects are not so obvious influence It does not have to worry too much about what kind of business mistakes and popular products require a higher occurrence of remedial conditions. The results of this study also provides a platform for network operators to buy back service recovery as a reference.