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Service Failure in Online Retailing

A Recovery Opportunity

Samford University

Sharon E. Beatty

University of Alabama, Tuscaloosa

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.

Key Words: service failure • service recovery • online retailing • service quality

Journal of Service Research, Vol. 6, No. 1, 92-105 (2003)
DOI: 10.1177/1094670503254288


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