Abstract:

We investigate the impact of the service recovery between online and offline channel. The different remedies create different post-recovery satisfaction and affect the repurchase intention. In additional to, we also explore whether the post-recovery satisfaction affect the repurchase intention of online channel and the offline channel. For a service-oriented company, developing an effective service recovery strategy is the most important issue that a company must face. Therefore, this paper wants to provide advice and direction on how to remedy the relationship with consumers after a service failure. However, after these remedies are implemented, the impact of consumer satisfaction and consumer repurchase will be the best basis for implementing remedies.