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http://dx.doi.org/10.18807/jsrs.2016.6.3.107

Effect of Perception Towards Service Failure Seriousness By Social Commerce Companies and Service Providers on Repurchase Intention and Revisit Intention  

Yun, Dae Hoong (The Research Institute of Knowledge Service and Consulting, Dong-A University)
Park, Byung Nam (The Industrial-Academic Cooperation Group, Social Economy Center, Catholic University of Pusan)
Publication Information
Journal of Service Research and Studies / v.6, no.3, 2016 , pp. 107-122 More about this Journal
Abstract
This study was intended to examine the effect that the quality of service delivered by social commercial companies and service providers and perception towards seriousness of service failure would have on the intention of repurchase and revisit. 10 hypotheses were derived from literature review. excluding the questionnaires that contained many missing values or inconsistent or insincere answers. The results of this study can be summarized from 3 aspects. First, it was found that the quality of service delivered by social commerce companies had a statistically significant effect on social commerce companies' service failure(Hypothesis 1) and social commerce company repurchase intention(Hypothesis 3) in connection with the effect that the quality of service delivered by social commerce companies and service providers would have. The quality of service delivered by service providers was found to have a statistically significant effect on service providers' service failure(Hypothesis 2) and service provider revisit intention(Hypothesis 4). Second, the perception towards seriousness of service failure by social commerce companies and service providers was found to have the following effect: The service failure by social commerce companies(Hypothesis 5) was found to have a statistically significant effect on service provider revisit intention(Hypothesis 8), but did not have a statistically significant effect on social commerce company repurchase intention (Hypothesis 6). The service failure by service providers was found to be statistically significant for service provider revisit intention(Hypothesis 7) and social commerce companies purchase intention(Hypothesis 9). Finally, service provider revisit intention was found to be statistically significant for social commerce company repurchase intention(Hypothesis 10).
Keywords
Social commerce companies; Service provider; Service failure seriousness; Repurchase intention; Revisit intention;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
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