The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce

This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relatio...

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Autores principales:	Chaparro-Peláez,Julián, Hernández-García,Ángel, Urueña-López,Alberto
Lenguaje:	English
Publicado:	Universidad de Talca 2015
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006
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spelling	oai:scielo:S0718-187620150002000062018-10-12The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic CommerceChaparro-Peláez,JuliánHernández-García,ÁngelUrueña-López,Alberto This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business-to-consumer e-commerce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally played in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word-of-mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as the mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction.info:eu-repo/semantics/openAccessUniversidad de TalcaJournal of theoretical and applied electronic commerce research v.10 n.2 20152015-05-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006en10.4067/S0718-18762015000200006
institution	Scielo Chile
collection	Scielo Chile
language	English
description	This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business-to-consumer e-commerce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally played in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word-of-mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as the mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction.
author	Chaparro-Peláez,Julián Hernández-García,Ángel Urueña-López,Alberto
spellingShingle	Chaparro-Peláez,Julián Hernández-García,Ángel Urueña-López,Alberto The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
author_facet	Chaparro-Peláez,Julián Hernández-García,Ángel Urueña-López,Alberto
author_sort	Chaparro-Peláez,Julián
title	The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
title_short	The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
title_full	The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
title_fullStr	The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
title_full_unstemmed	The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce
title_sort	role of emotions and trust in service recovery in business-to-consumer electronic commerce
publisher	Universidad de Talca
publishDate	2015
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006
work_keys_str_mv	AT chaparropelaezjulian theroleofemotionsandtrustinservicerecoveryinbusinesstoconsumerelectroniccommerce AT hernandezgarciaangel theroleofemotionsandtrustinservicerecoveryinbusinesstoconsumerelectroniccommerce AT uruenalopezalberto theroleofemotionsandtrustinservicerecoveryinbusinesstoconsumerelectroniccommerce AT chaparropelaezjulian roleofemotionsandtrustinservicerecoveryinbusinesstoconsumerelectroniccommerce AT hernandezgarciaangel roleofemotionsandtrustinservicerecoveryinbusinesstoconsumerelectroniccommerce AT uruenalopezalberto roleofemotionsandtrustinservicerecoveryinbusinesstoconsumerelectroniccommerce
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The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce

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