The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

Wei, Jiahua

doi:10.3389/fpsyg.2021.685351

Cited by 18 publications

(13 citation statements)

References 52 publications

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“…In a previous study, the researchers claimed that the online shopping is a new concept that could subvert over the position of traditional shopping and get rid of the limitation of services provided by humans. Some researchers also put forward a similar opinion that the online shopping based on machinery and procedures did not have the ability to exchange emotion with consumers, so that consumers would not have demands and expectation emotionally, which could create a fair competitive channel because the consumer would only focus on the quality of products (see also Wei, 2021 ). This claim seems reasonable according to the background of era, but it has been denied at present.…”

Section: The Conceptual Analysismentioning

confidence: 99%

Service Marketing in Online Shopping Platform: Psychological and Behavioral Dimensions

Wang

Parsons

et al. 2021

Front. Psychol.

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This conceptual analysis critically discusses how service marketing is workable for online shopping platforms and how important service-related and influenced factors played their roles the aforementioned issue. The concepts of service, service marketing, and related factors were re-visited, or at least reflected, in the new context of online platforms. Mostly, we framed the essence and importance of those discussed factors from the psychological and behavioral angles. Implications for theory, practices, and policy-making were offered seriously.

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Section: The Conceptual Analysismentioning

confidence: 99%

Service Marketing in Online Shopping Platform: Psychological and Behavioral Dimensions

Wang

Parsons

et al. 2021

Front. Psychol.

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“…Third, the significant moderating effects of the emotional attachment on the correlations between distributive and procedural justice on recovery satisfaction imply that the higher the emotional attachment, the stronger the positive correlations between distributive and procedural justice on recovery satisfaction. If the emotional attachment is low, it will be challenging for e-retailers to earn a high level of recovery satisfaction even with service recovery efforts ( Wei, 2021 ). Therefore, e-retailers should prioritize increasing customers’ emotional attachment.…”

Section: Discussionmentioning

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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“…Jiang et al (2022) provided a close relationship between risk perception and knowledge based on multiple linear regression models. Wei (2021) studied the impact of interest development and information acceptance on public perceptions of risk in different sectors, finding that mastery of risk-related knowledge has a detrimental impact on public perceptions. They confirmed the "knowledge weakening hypothesis of public risk perception" and found that risk knowledge negatively impacted risk perception using typology methods.…”

Section: Impact Of Risk Knowledge On Risk Perceptionmentioning

confidence: 99%

Mediating Role of Risk Perception and Environmental Quality on the Relationship Between Risk Knowledge and Traveler’s Intention in COVID-19

Yang

Fang²,

Ramírez-Asís³

et al. 2022

Front. Environ. Sci.

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The recent outbreak of epidemic disease (COVID-19) has dramatically changed the socio-economic and environmental dynamics of the world. In particular, it affects human movement, travel intentions, and ambient air pollution amid rising stringency measures. Therefore, this study examines the influence of tourism knowledge, environmental vulnerability, and risk knowledge on travelers’ intentions in China’s tourism industry during COVID-19. To address the study objectives, an online survey questionnaire was created, through which a valid sample of 402 respondents was achieved. The direct and indirect relationship between variables was tested through structural equation modeling, the outcomes confirm that both tourism knowledge and risk knowledge in terms of COVID-19 significantly and negatively define the travelers’ intention toward tourism. Moreover, environmental vulnerability moderately affected tourism behavior and augmented with COVID-19 stringency disclosures. The mediating effect of risk perception and attitude towards the relationship between exogenous and endogenous constructs was tested. It shows a significant mediating impact of risk perception, environmental hazards and attitude towards risk on the nexus between tourism knowledge and travelers’ intention. The study offers valuable recommendations for policymakers to understand tourist intentions and climate vulnerability.

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The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

Cited by 18 publications

References 52 publications

Service Marketing in Online Shopping Platform: Psychological and Behavioral Dimensions

Service Marketing in Online Shopping Platform: Psychological and Behavioral Dimensions

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

Mediating Role of Risk Perception and Environmental Quality on the Relationship Between Risk Knowledge and Traveler’s Intention in COVID-19

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