Show simple item record

dc.contributor.authorBaruönü Latif, Fatma Özge
dc.contributor.authorUslu, Aypar
dc.date.accessioned2019-03-26T21:48:48Z
dc.date.available2019-03-26T21:48:48Z
dc.date.issued2019
dc.identifier.citationBaruönü Latif, F. Ö. and Uslu, A. (2019). Building e-loyalty for e-retailers: role of justice perception and consumer forgiveness. Middle East Journal of Management, 6(3), 298–317. http://dx.doi.org/10.1504/MEJM.2019.10018619en_US
dc.identifier.issn1422-2213
dc.identifier.issn1747-1796
dc.identifier.urihttp://dx.doi.org/10.1504/MEJM.2019.10018619
dc.identifier.urihttp://hdl.handle.net/11376/3368
dc.descriptionBaruönü Latif, Fatma Özge (Dogus Author)en_US
dc.description.abstractThis study aims at exploring e-loyalty in the e-commerce context by emphasising the mediating roles of customer forgiveness with respect to the perceived fairness of recovery efforts and customers' e-loyalty towards eretailers. The data were collected from 380 respondents who experienced an online failure and had a recovery. This study demonstrates that the customers who experienced a service failure and received recovery evaluated functional justice (distributive, procedural and informational), and relational justice (interpersonal justice) in a different way. On the other hand, this research shows whilst emotional forgiveness mediates the relationship between functional justice and e-loyalty, forgiveness is affected by a religious commitment as well as fairness perception of customers. However, customers' empathy is not an indicator of forgiveness in e-commerce context. The results help e-commerce providers to develop effective recovery strategies and to empower the interactional role of virtual assistants to build a more empathetic relationship with the victims.en_US
dc.language.isoengen_US
dc.publisherInderscienceen_US
dc.relation.isversionof10.1504/MEJM.2019.10018619en_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectPerceived Fairnessen_US
dc.subjectReligious Commitmenten_US
dc.subjectEmpathyen_US
dc.subjectOnline Retaileen_US
dc.subjectTurkeyen_US
dc.subjectOnline Shoppingen_US
dc.subjectJusticeen_US
dc.subjectE-retaileren_US
dc.titleBuilding e-loyalty for e-retailers: role of justice perception and consumer forgivenessen_US
dc.typearticleen_US
dc.relation.journalThe Journal of World Intellectual Propertyen_US
dc.contributor.departmentDoğuş Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, Uluslararası Ticaret ve İşletmecilik Bölümüen_US
dc.contributor.authorIDTR184003en_US
dc.contributor.authorIDTR7953en_US
dc.identifier.volume6en_US
dc.identifier.issue3en_US
dc.identifier.startpage298en_US
dc.identifier.endpage317en_US


Files in this item

This item appears in the following Collection(s)

Show simple item record