The DOI matches its Crossref record.
Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery
Abstract
Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed.
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“Offering a choice also gives complainants control over the recovery procedure (Chang 2008).”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Chang 2008
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Sorted by citations
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
Metadata
- Authors
- Chang, C.-C.
- Affiliations
- National Yang Ming Chiao Tung University (TW)
- Corresponding author
- Chang, Chia-Chi
- ORCID
- Chang, Chia-Chi
- Venue
- CyberPsychology & Behavior
- Publisher
- SAGE Publications
- Published
- 2008-06
- Volume
- 11
- Issue
- 3
- Pages
- 321-328
- ISSN
- 1094-9313 (ISSN-L)
- 1557-8364
- OpenAlex
- W1984320848
- Cited by
- 58
- References
- 0
- Citations by year
- 2026: 4 · 2025: 3 · 2024: 6 · 2023: 2 · 2022: 6 · 2021: 4 · 2020: 4 · 2019: 3 · 2018: 5 · 2017: 2 · 2016: 4 · 2015: 1 · 2014: 2 · 2013: 5 · 2012: 3
- FWCI
- 2.61
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- CyberPsychology & Behavior (publishedVersion)
- PubMed (publishedVersion)
- Funders
- National Science Council
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- service recovery, online shopping, customer satisfaction, perceived control, choice, service failure, service importance, customer retention
- MeSH terms
- Adult, Choice Behavior, Consumer Behavior, Culture, Female, Humans, Internal-External Control, Male, Software, Students, Taiwan, Internet, Social Marketing
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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