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    题名: Exploring Online Double Deviation Effect from Psychological Contract Violation, Emotion, and Power Perspectives
    作者: Fang, Y. H.;Chiu, C. M.
    贡献者: 淡江大學會計學系
    关键词: Coping Behaviors;Emotions;Justice;Power;Psychological Contract Violation;Service Recovery
    日期: 2014-04-01
    上传时间: 2014-07-28 13:07:20 (UTC+8)
    出版者: Atlanta, GA: Association for Information Systems
    摘要: Service recovery is a critical moment of truth in retaining customers and reinforcing customer relationships, and has been considered as an “Achilles' heel” in online marketplaces. Poor service recoveries exacerbate the negative effects of the failure, producing a “double deviation” effect. The double deviation effect may arise from the seller’s power misuse and then dissolve the buyer-seller relationship (e.g., violate consumer psychological contract), elicit consumer negative emotions which lead to customer coping behaviors. This study links the theories of psychological contract violation (PCV), emotion, and coping from the power perspective to investigate the double deviation scenario in online auction marketplaces. Two moderators (perceived power and perceived consumer empowerment) are considered in our proposed model. Data collected from 190 consumers of one auction website provide support for the proposed model. The results shed light on what constitutes the determinants of consumer judgments while facing double deviation scenario and how consumers react to and cope with it in online marketplaces. Finally, implications and limitations are discussed in the last part of this paper.
    關聯: Pacific Asia Journal of the Association for Information Systems 6(1), pp.39-65
    DOI: 10.17705/1pais.06103
    显示于类别:[會計學系暨研究所] 期刊論文

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