The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

Roy, Vivek; Vijay, T. Sai; Srivastava, Abhishek

doi:10.1016/j.jretconser.2021.102837

Cited by 19 publications

(26 citation statements)

References 56 publications

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“…Third, by integrating ND and TR as moderate factors, this research model provides new insights into how a company's green advertising and green brand image can be understood in relation to these factors. This can further extend the studies by Lavuri et al (2022), Chen (2010), Roy et al (2022) and Cheung and To (2021) that GAR, ND, GBI and TR play an important role in consumers' trust‐building and image perceptions of green brands. Fourth, this study paid attention to and appraises the concerns of previous research regarding the role of green trust in strengthening the green marketing strategies and purchase intention linkage (do Paço et al, 2019; Konuk, 2018).…”

Section: Discussionsupporting

confidence: 81%

“…Non‐deception refers to a consumer's belief that a retailer does not engage in deceptive or manipulative selling practices (Roman, 2007). Specifically, the consumer believes that a retailer will not engage in deceptive practices to persuade him or her to buy something he or she has no intention of buying (Cheung & To, 2021; Roy et al, 2022). Although, previous research has explored the role of deception, very few studies have considered non‐deception in green marketing research (Kangun et al, 1991; Schmuck et al, 2018).…”

Section: Development Of the Hypothesesmentioning

confidence: 99%

“…Nondeception refers to a consumer's belief that a retailer does not engage in deceptive or manipulative selling practices (Roman, 2007). Specifically, the consumer believes that a retailer will not engage in deceptive practices to persuade him or her to buy something he or she has no intention of buying (Cheung & To, 2021;Roy et al, 2022).…”

Section: Green Advertising Receptivity Non-deception and Green Brand ...mentioning

confidence: 99%

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Towards sustainable development: Coupling green marketing strategies and consumer perceptions in addressing greenwashing

Rahman

Nguyen–Viet

2022

Bus Strat Env

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To understand how consumers perceive greenwashing, this study examines the impact of green advertising receptivity (GAR), non-deception (ND), green brand image (GBI) and transparency (TR) on green brand trust (GBT) and subsequently the impact of GBT on consumers' purchasing intentions (PI). We also consider the mediation role of GBT between the relationship of the independent variables (GAR, ND, GBI and TR) and the dependent variable (PI). At the same time, we examine the moderating impact of ND on the GAR and GBT and of TR on the GBI and GBT relationship. Using the Stimulus-Organism-Response (SOR) framework, we test a number of hypotheses. A surveybased questionnaire was utilized to gather the data from Vietnamese respondents (n = 262). We analysed the data using the partial least squares (PLS) method, which is a structural equation modelling (SEM) technique, with the assistance of the SmartPLS computer program 3.0. The data results show that GAR and GBI positively influence GBT, but the influence of ND and TR on GBT is insignificant. Again, the data show that GBT has a positive influence on PI, and as a mediator variable, it facilitates GAR, GBI and PI, but not the link between ND, TR and PI. A significant interaction effect of ND demonstrates that it strengthens the GAR-GBT relationship. However, the TR has no impact on the GBI-GBT relationship. The findings of this study provide insights into the theory and the essential managerial implications for successfully managing the implementation of green marketing strategies.green advertising, green brand image, green brand trust, greenwashing, purchase intention | INTRODUCTION AND BACKGROUNDIn recent years, in response to growing environmental challenges, companies have been required to show their good image and promise more environmental benefits than they currently offer to environmentally conscious consumers (Sun et al., 2020). However, while most companies have started aligning their business models with sustainability, some are unable to fulfil these promises and 'greenwashing' is

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Section: Discussionsupporting

confidence: 81%

Section: Development Of the Hypothesesmentioning

confidence: 99%

Section: Green Advertising Receptivity Non-deception and Green Brand ...mentioning

confidence: 99%

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Towards sustainable development: Coupling green marketing strategies and consumer perceptions in addressing greenwashing

Rahman

Nguyen–Viet

2022

Bus Strat Env

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“…Wang and Lu (2018) confirmed that there is a significant positive relationship between service remedies and perceived fairness and there is a significant positive relationship between perceived fairness and customer satisfaction. An e-tailer’s watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction ( Costers et al, 2019 ; Roy et al, 2022 ). The research of Quan and Li (2021) shows that in service recovery, brand trust, brand intimacy, and empathy have a significant positive impact on consumer forgiveness and consumer forgiveness plays a significant intermediary effect in the influence path of attribution, severity, brand trust, brand intimacy, and empathy on repurchase intention.…”

Section: Literature Review and Research Hypothesismentioning

confidence: 99%

The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping

et al. 2022

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The service failure of online shopping has always plagued online stores, but the current academic circles still need to explore the service recovery of online shopping from the perspective of empathy and consumer forgiveness. Based on the service failure cases of real online shopping, this article uses the method of situational experiment to carry out empirical research, discusses the impact mechanism of service recovery effect from the perspective of empathy and consumer forgiveness, and tests the moderating role of online store reputation. The results show that in the online shopping service recovery scenario, empathy has a positive impact on consumer forgiveness, consumer forgiveness has a positive impact on consumer repurchase intention, and consumer forgiveness plays a mediating effect between empathy and consumer repurchase intention. Online store reputation plays a moderating role in the relationship between consumer forgiveness and consumer repurchase intention. The research conclusion of this article will help to expand the application of empathy and consumer forgiveness in the research of service recovery, enrich the theory of online shopping service recovery, improve the effect of online shopping service recovery, and promote the healthy development of online shopping business models.

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“…Scholars reveal that recovery satisfaction and behavioral intention after service recovery vary in accordance with the degree of recovery justice ( Lii et al, 2012 ; Mostafa et al, 2015 ; Musiiwa et al, 2020 ; Roy et al, 2022 ). Service providers should analyze the impacts of justice dimensions on customers’ assessment process of service recovery to make successful recovery strategies ( Gohary et al, 2016a ).…”

Section: Literature Reviewmentioning

confidence: 99%

Encouraging Brand Evangelism Through Failure Attribution and Recovery Justice: The Moderating Role of Emotional Attachment

Zhu

Park

2022

Front. Psychol.

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Brand evangelism is essential to the profitability of e-shops, but the effects of failure attribution and recovery justice in encouraging brand evangelism in the online service recovery context are not straightforward. Grounded on a framework integrating Attribution theory, Justice theory, and Attachment theory, this study explores whether failure attribution and recovery justice affect brand evangelism through recovery satisfaction with emotional attachment as a moderator. We gathered 400 samples from e-shoppers who encountered a service failure and recovery in the past year to verify the hypotheses using structural equation modeling and multiple-group analysis. Results declare that failure attribution (locus, stability, and controllability) and recovery justice (distributive, procedural, and interactional justice) are significantly related to recovery satisfaction and subsequent brand evangelism. Moreover, failure attribution (locus, stability, and controllability) correlates significantly with recovery justice (distributive, procedural, and interactional justice). In addition, emotional attachment plays a moderating role on the relationships between distributive and procedural justice on recovery satisfaction. This work contributes to brand evangelism research by giving a different perspective (i.e., service recovery) to comprehend what stimulate or deter brand evangelism. In addition, this work develops service recovery research through the combination of the third dimension of attribution (locus) and fourth dimension of justice (informational justice) into a framework, investigating the effect of failure attribution on recovery justice, and revealing the moderating effect of emotional attachment in the recovery process.

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The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

Cited by 19 publications

References 56 publications

Towards sustainable development: Coupling green marketing strategies and consumer perceptions in addressing greenwashing

Towards sustainable development: Coupling green marketing strategies and consumer perceptions in addressing greenwashing

The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping

Encouraging Brand Evangelism Through Failure Attribution and Recovery Justice: The Moderating Role of Emotional Attachment

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