Abstract:

The way that online service providers react to core service failures (i.e., core service recovery) may provide a mean for online service providers to strengthen customer relationship. Service recovery is a well-investigated concept in the bricks-and-mortar environment. There is, however, little research exploring core service recovery in the electronic environment. The goal of the present study is to partially fill the gap by exploring how online service providers recover from core service failures. The data collection effort yielded 513 customer-reported purchasing experiences with online service providers. The next step is to perform content analysis to identify the way that online service providers recover from core service failures.