The DOI matches its Crossref record; 51 of the 51 references it cites were found in a registry or an index.
Service Failure in Online Retailing: A Recovery Opportunity
Abstract
Organized service recovery policies and programs are important tools to firms in their efforts to maintain satisfied, loyal customers. Although service failure and recovery issues have received considerable attention in the literature, these topics have received only limited attention in the context of online retailing. Specifically, we lack an understanding of the types of online service failures occurring, the success with which firms are recovering from these failures, and consumer reactions to the service failure/recovery encounters they are experiencing. Therefore, this research involves two studies employing both qualitative and quantitative methods with samples of online shoppers to provide an initial examination of the service recovery management of online retailers. The results provide a typology of online service failures and demonstrate a number of areas in which online retailers are failing to effectively manage their service recoveries. The discussion includes implications for online retailers as well as directions for future research.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Lincoln, Y. S., Guba, E. G., & Pilotta, J. J. (1985) · International Journal of Intercultural Relations · doi:10.1016/0147-1767(85)90062-8 · Cited by 45,787
The commitment-trust theory of relationship marketing
Morgan, R. M., & Hunt, S. D. (1994) · Journal of Marketing · doi:10.1177/002224299405800302 · Cited by 22,355
The critical incident technique.
Flanagan, J. C. (1954) · Psychological Bulletin · doi:10.1037/h0061470 · Cited by 8,191
(2007) · Encyclopedia of Industrial and Organizational Psychology · doi:10.4135/9781412952651.n55 · Cited by 5,287
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994) · Springer eBooks · doi:10.1007/978-3-031-88079-7_22 · Cited by 4,529
Parasuraman, A. (2000) · Journal of Service Research · doi:10.1177/109467050024001 · Cited by 3,328
Measuring the Customer Experience in Online Environments: A Structural Modeling Approach
Novak, T. P., Hoffman, D. L., & Yung, Y.-F. (2000) · Marketing Science · doi:10.1287/mksc.19.1.22.15184 · Cited by 3,189
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.50.18024 · Cited by 2,905
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
Cited by
Measuring Service Quality in E-Retailing
Collier, J. E., & Bienstock, C. C. (2006) · Journal of Service Research · doi:10.1177/1094670505278867 · Cited by 1,051
Quality of Electronic Services: Conceptualizing and Testing a Hierarchical Model
Fassnacht, M., & Koese, I. (2006) · Journal of Service Research · doi:10.1177/1094670506289531 · Cited by 515
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
Developing e-service quality scales: A literature review
Ladhari, R. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.06.003 · Cited by 414
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 322
Metadata
- Authors
- Holloway, B. B., & Beatty, S. E.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2003-08
- Volume
- 6
- Issue
- 1
- Pages
- 92-105
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2131096463
- Cited by
- 470
- References
- 51
- FWCI
- 13.33
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
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.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Service Failure in Online Retailing: A Recovery Opportunity. https://app.cochat.ai/papers/10.1177/1094670503254288
- The paper
- Holloway, B. B., & Beatty, S. E. (2003). Service Failure in Online Retailing: A Recovery Opportunity. Journal of Service Research. https://doi.org/10.1177/1094670503254288
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
