Impact of service recovery quality on consumers' repurchase intention: The moderating effect of customer relationship quality

Abstract

Nowadays, how to eliminate negative effect of service failure through service recovery and increase consumers' repurchase intention, has become an important problem for e-vendors. From the service recovery quality perspective, this paper focuses service recovery issue in e-business. By dividing service recovery quality into four dimensions: interactive quality, process quality, environmental quality and compensation quality, we study the impact of each dimension on consumers' repurchase intention and the moderating effect of customer relationship. Empirical research results show that: process quality and environmental quality of service recovery significantly positively affect consumers' repurchase intention in e-business. However, the effect of interactive quality and compensation quality on consumers' repurchase intention doesn't show the statistical significance. Furthermore, customer relationship quality strengthens the positive effect of interactive quality and environmental quality on consumers' repurchase intention.