ArticlePsychology & marketing2021
Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: An actor-network theory perspective.
Article in Psychology & marketing, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 7 papers.
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Who cites it
7 citing papers in PubMed.
- Determinants of multimodal fake review generation in China's E-commerce platforms.Scientific reports · 2024Article
- Service failures in times of crisis: An analysis of eWOM emotionality.Journal of business research · 2023Article
- COVID-19 research in management: An updated bibliometric analysis.Journal of business research · 2022Article
- Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure.Frontiers in psychology · 2022Article
- The impact of COVID-19 on consumer evaluation of authentic advertising messages.Psychology & marketing · 2022Article
- Understanding the process of meanings, materials, and competencies in adoption of mobile banking.Electronic markets · 2022Article
- Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: An actor-network theory perspective.Psychology & marketing · 2021Article
Corrections and comments
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Authors and funding
5 authors.
Funding
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Abstract
While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid-19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries-Italy, France, and the UK-to describe their responses to service failure during the Covid-19 pandemic (30 completed a 4-week diary and 40 completed a 4-week qualitative survey). Drawing on phenomenological, constructivist, and hermeneutical approaches, and utilizing an actor-network theory perspective, the current study proposes a new framework for understanding customers' responses to online service failure and recovery strategies during the Covid-19 pandemic. Conclusions highlight implications for theory, policy, and management practice through extending comprehensions of service failure recovery processes by examining how marketing policies generate different social impacts during a crisis situation which facilitate the achievement of customer satisfaction and positive outcomes.
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