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With the rapid development of e-business, Internet has become an important channel for consumer to go shopping. E-selling service failure happened inevitably. As the conditions of service failure happened in e-selling is different from traditional selling, understanding whether and how service recovery and E-shop image take effect on customer royalty becomes very necessary. This paper selected 147...
There are several factors restricting the development of online-shopping in China, the imperfect privacy protection law and consumers' distrust are the main barriers. By using a sample of 759 Chinese students, our study examined the IUIPC instrument and analyzed the relationship between Internet users' information privacy concerns and their intention to transact online. Consistent with prior findings,...
In recent years, electronic commerce has experienced phenomenal growth. Electronic commerce is not only about technology, although a great deal of knowledge is required to apply during diffusion of electronic commerce. Hence, a model is proposed and tested showing how firms promote knowledge application during diffusion of electronic commerce. Based on survey responses from 218 Chinese firms, the...
Mobile service providers often invest heavily on attracting new customers. If these new customers cannot be transformed into loyal ones, service providers will bear great loss. To improve user repurchase behavior, service providers can take measures to directly promote user repurchase on the one hand. On the other hand, they need to curb users' switching behavior. From these two perspectives, this...
This study uses the technology acceptance model (TAM) and trust to examine the factors that influence the subscription to mobile services. Using data collected from mobile phone users in China via questionnaires, a total of 220 completed surveys available. We analyzed the data using structural equations modeling. We find that perceived usefulness, perceived trust, and perceived service cost affect...
From the perspective of social influence, this study developed an integrated model to explain different roles of social referents in an individual's e-commerce adoption based on theory of planned behavior (TPB) and trust relative theories. On basis of available research, online consumers' social referents were divided into three types: interpersonal norm, social norm of subjective norm and external...
Finding how service recovery impact the customer loyalty is of great significance for e-commerce service enterprises. This empirical study uses factor analysis and structural equation model to establish a model explaining the relationship between online service recovery and customer loyalty. Data analyses prove that service recovery is consist of five dimensions: explanation, communication, policy,...
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