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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/99197

    Title: A System Dynamics Approach to E-Service Recovery and E-Trust
    Other Titles: 電子化服務品質補救與電子信任之系統動態模式
    Authors: 張瑋倫;Wei-Lun Chang;張慧琪;Hui-Chi Chang;張德民;Te-Min Chang
    Contributors: 淡江大學企業管理學系
    Keywords: 系統動力學;電子服務失敗;電子服務補救;電子信任;System Dynamics;E-Service Failure;E-Service Recovery;E-Trust
    Date: 2013-04
    Issue Date: 2014-10-18 10:33:25 (UTC+8)
    Publisher: 臺北市:中華民國資訊管理學會
    Abstract: Researchers have highlighted the mediating role of trust in electronic
    circumstances. However, relatively few studies examine the links between e-trust and
    e-service recovery. This study explores e-service recovery in terms of e-trust. We utilize
    a system dynamics approach to building an e-recovery framework and subsequently
    conducting simulations to evaluate the recovery performance. The results of this study
    reveal that trust is indispensable to a successful recovery, which can boost long term
    firm profitability. Further sensitivity analysis is conducted regarding prior perceived
    quality, failure severity and customer participation. Results show that customers’
    perceived service quality have positive effects on their prior e-trust. Also, customers
    with low perceived quality will generate more profit for firms after service recovery.
    Interestingly, customers who have experienced high failure severity but ultimately have
    their problems solved will generate more profit for the firm. With respect to customer
    participation, the more customers contribute in recovery process, the higher post e-trust
    they will create. This study helps explain how e-trust plays a pivotal role in dynamic
    e-service recovery environments.
    Relation: 資訊管理學報=Journal of Information Management 20(2),頁 193-218
    Appears in Collections:[企業管理學系暨研究所] 期刊論文

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