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http://dx.doi.org/10.3743/KOSIM.2013.30.2.035

A Study on the Influence of the Recovery Methods of Information Service Failure on Online User Justice and Satisfaction  

Kim, Young-Gon (경남대학교 e-비즈니스학부)
Publication Information
Journal of the Korean Society for information Management / v.30, no.2, 2013 , pp. 35-59 More about this Journal
Abstract
The aim of this study is to investigate the role of information service failure severity within existing framework of service recovery justice research and analyse the effects of the attribution of service recoveries on recovered user satisfaction and revisit. For empirical analysis, A total of 452 valid questionnaires were used to analyse the data gathered from university students who experienced the information service failures of university library. Some findings of the research are as follows: First, service failure severity has negative effect on service recovery justice. Second, procedural and interactional recovery justice has positive effect on recovered user satisfaction. Third, service recovery justice has significant influence on procedural and interactional justice. Finally, recovered user satisfaction has positive effect on user revisit and mouth of word.
Keywords
information service failure; service recovery; recovery justice; recovery satisfaction;
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Times Cited By KSCI : 4  (Citation Analysis)
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