{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T21:13:12Z","timestamp":1654117992980},"reference-count":0,"publisher":"IGI Global","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2009,7,1]]},"abstract":"<p>Appropriate vendor response to service failures (i.e., service recovery) may provide a means to strengthen their customer relationships. Service recovery is a well-investigated concept in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by exploring how vendors recover from service failures with product-oriented transactions (e.g., online purchasing of books, apparel) and with service-oriented transactions (e.g., online banking). Failures and recoveries in product-oriented and service-oriented transactions were explored after the content analysis of 513 customer-reported incidents. The findings show that vendors are not effectively recovering from service failures, regardless of the type of transaction. Results and implications of these findings are also discussed.<\/p>","DOI":"10.4018\/irmj.2009070101","type":"journal-article","created":{"date-parts":[[2011,2,15]],"date-time":"2011-02-15T19:10:29Z","timestamp":1297797029000},"page":"1-15","source":"Crossref","is-referenced-by-count":6,"title":["Service Failure and Recovery in Electronic Retailing"],"prefix":"10.4018","volume":"22","author":[{"given":"Nelson","family":"Massad","sequence":"first","affiliation":[{"name":"Florida Atlantic University, USA"}]},{"given":"John C.","family":"Beachboard","sequence":"additional","affiliation":[{"name":"Idaho State University, USA"}]}],"member":"2432","container-title":["Information Resources Management Journal"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=1362","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T20:45:32Z","timestamp":1654116332000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/irmj.2009070101"}},"subtitle":["An Investigation of Product-Oriented and Service-Oriented Transactions"],"short-title":[],"issued":{"date-parts":[[2009,7,1]]},"references-count":0,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2009,7]]}},"URL":"https:\/\/doi.org\/10.4018\/irmj.2009070101","relation":{},"ISSN":["1040-1628","1533-7979"],"issn-type":[{"value":"1040-1628","type":"print"},{"value":"1533-7979","type":"electronic"}],"subject":[],"published":{"date-parts":[[2009,7,1]]}}}