{"id":"https://openalex.org/W1987934963","doi":"https://doi.org/10.4067/s0718-18762015000200006","title":"The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce","display_name":"The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce","publication_year":2014,"publication_date":"2014-12-22","ids":{"openalex":"https://openalex.org/W1987934963","doi":"https://doi.org/10.4067/s0718-18762015000200006","mag":"1987934963"},"language":"en","primary_location":{"id":"doi:10.4067/s0718-18762015000200006","is_oa":true,"landing_page_url":"https://doi.org/10.4067/s0718-18762015000200006","pdf_url":"https://scielo.conicyt.cl/pdf/jtaer/v10n2/art06.pdf","source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of theoretical and applied electronic commerce research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://scielo.conicyt.cl/pdf/jtaer/v10n2/art06.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025191234","display_name":"Juli\u00e1n Chaparro-Pel\u00e1ez","orcid":"https://orcid.org/0000-0002-0920-4005"},"institutions":[{"id":"https://openalex.org/I88060688","display_name":"Universidad Polit\u00e9cnica de Madrid","ror":"https://ror.org/03n6nwv02","country_code":"ES","type":"education","lineage":["https://openalex.org/I88060688"]}],"countries":["ES"],"is_corresponding":true,"raw_author_name":"Juli\u00e1n Chaparro-Pel\u00e1ez","raw_affiliation_strings":["Universidad Polit\u00c3\u00a9cnica de Madrid, Madrid, Spain","Universidad Polit\u00e9cnica de Madrid, Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Madrid, Spain#TAB#"],"affiliations":[{"raw_affiliation_string":"Universidad Polit\u00c3\u00a9cnica de Madrid, Madrid, Spain","institution_ids":["https://openalex.org/I88060688"]},{"raw_affiliation_string":"Universidad Polit\u00e9cnica de Madrid, Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Madrid, Spain#TAB#","institution_ids":["https://openalex.org/I88060688"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5001939410","display_name":"\u00c1ngel Hern\u00e1ndez-Garc\u00eda","orcid":"https://orcid.org/0000-0002-6549-9549"},"institutions":[{"id":"https://openalex.org/I88060688","display_name":"Universidad Polit\u00e9cnica de Madrid","ror":"https://ror.org/03n6nwv02","country_code":"ES","type":"education","lineage":["https://openalex.org/I88060688"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"\u00c1ngel Hern\u00e1ndez-Garc\u00eda","raw_affiliation_strings":["Universidad Polit\u00e9cnica de Madrid, Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Madrid, Spain#TAB#"],"affiliations":[{"raw_affiliation_string":"Universidad Polit\u00e9cnica de Madrid, Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Madrid, Spain#TAB#","institution_ids":["https://openalex.org/I88060688"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5003148228","display_name":"Alberto Urue\u00f1a-L\u00f3pez","orcid":null},"institutions":[{"id":"https://openalex.org/I88060688","display_name":"Universidad Polit\u00e9cnica de Madrid","ror":"https://ror.org/03n6nwv02","country_code":"ES","type":"education","lineage":["https://openalex.org/I88060688"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Alberto Urue\u00f1a-L\u00f3pez","raw_affiliation_strings":["Universidad Polit\u00e9cnica de Madrid, Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Madrid, Spain#TAB#"],"affiliations":[{"raw_affiliation_string":"Universidad Polit\u00e9cnica de Madrid, Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Madrid, Spain#TAB#","institution_ids":["https://openalex.org/I88060688"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5025191234"],"corresponding_institution_ids":["https://openalex.org/I88060688"],"apc_list":{"value":1000,"currency":"CHF","value_usd":1082},"apc_paid":{"value":1000,"currency":"CHF","value_usd":1082},"fwci":0.5814,"has_fulltext":true,"cited_by_count":19,"citation_normalized_percentile":{"value":0.7740501,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"10","issue":"2","first_page":"77","last_page":"90"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.984000027179718,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9711999893188477,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"Service recovery","score":0.8643639087677002},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.705510675907135},{"id":"https://openalex.org/keywords/database-transaction","display_name":"Database transaction","score":0.6688826084136963},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6556601524353027},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.5500414371490479},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5445334315299988},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.44521647691726685},{"id":"https://openalex.org/keywords/complaint","display_name":"Complaint","score":0.4415241479873657},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.4034004509449005},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3992556929588318},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.386734277009964},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.3217207193374634},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.12919560074806213},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.08123844861984253}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.8643639087677002},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.705510675907135},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.6688826084136963},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6556601524353027},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5500414371490479},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5445334315299988},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.44521647691726685},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.4415241479873657},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4034004509449005},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3992556929588318},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.386734277009964},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3217207193374634},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.12919560074806213},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.08123844861984253},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":8,"locations":[{"id":"doi:10.4067/s0718-18762015000200006","is_oa":true,"landing_page_url":"https://doi.org/10.4067/s0718-18762015000200006","pdf_url":"https://scielo.conicyt.cl/pdf/jtaer/v10n2/art06.pdf","source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of theoretical and applied electronic commerce research","raw_type":"journal-article"},{"id":"pmh:oai:scielo:S0718-18762015000200006","is_oa":true,"landing_page_url":"http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006","pdf_url":null,"source":{"id":"https://openalex.org/S4377196274","display_name":"Scientific Electronic Library Online (Scientific Electronic Library Online)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210137221","host_organization_name":"Scientific Electronic Library Online","host_organization_lineage":["https://openalex.org/I4210137221"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of theoretical and applied electronic commerce research  v.10 n.2 2015","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:americanae.aecid.es:2892433","is_oa":true,"landing_page_url":"https://scielo.conicyt.cl/scielo.php?script=sci_arttext&pid=S0718-18762015000200006","pdf_url":null,"source":{"id":"https://openalex.org/S4306400786","display_name":"Americanae (AECID Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of theoretical and applied electronic commerce research v.10 n.2 2015","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:dnet:archivodigit::95e19e1ecc45bb379b8f9af4bfea4d44","is_oa":true,"landing_page_url":"http://oa.upm.es/40952/","pdf_url":null,"source":{"id":"https://openalex.org/S4306402641","display_name":"LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Cient\u00edficas)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4383465926","host_organization_name":"LA Referencia","host_organization_lineage":["https://openalex.org/I4383465926"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research, ISSN 0718-1876, 2015-05, Vol. 10, No. 2","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:mdpi.com:/0718-1876/10/2/13/","is_oa":true,"landing_page_url":"https://dx.doi.org/10.4067/S0718-18762015000200006","pdf_url":null,"source":{"id":"https://openalex.org/S4306400947","display_name":"MDPI (MDPI AG)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210097602","host_organization_name":"Multidisciplinary Digital Publishing Institute (Switzerland)","host_organization_lineage":["https://openalex.org/I4210097602"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research; Volume 10; Issue 2; Pages: 77-90","raw_type":"Text"},{"id":"pmh:oai:oa.upm.es:40952","is_oa":true,"landing_page_url":"https://oa.upm.es/40952/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196323","display_name":"UPM Digital Archive (Technical University of Madrid)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I88060688","host_organization_name":"Universidad Polit\u00e9cnica de Madrid","host_organization_lineage":["https://openalex.org/I88060688"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research, ISSN 0718-1876, 2015-05, Vol. 10, No. 2","raw_type":"info:eu-repo/semantics/acceptedVersion"},{"id":"pmh:oai:redalyc.org:96538544006","is_oa":false,"landing_page_url":"https://www.redalyc.org/articulo.oa?id=96538544006","pdf_url":null,"source":{"id":"https://openalex.org/S4377196100","display_name":"Redalyc (Universidad Aut\u00f3noma del Estado de M\u00e9xico)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I179647637","host_organization_name":"Universidad Aut\u00f3noma del Estado de M\u00e9xico","host_organization_lineage":["https://openalex.org/I179647637"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research (Chile) Num.2 Vol.10","raw_type":"art\u00edculo cient\u00edfico"},{"id":"pmh:oai:zenodo.org:10598002","is_oa":true,"landing_page_url":"https://doi.org/10.4067/S0718-18762015000200006","pdf_url":null,"source":{"id":"https://openalex.org/S4306400562","display_name":"Zenodo (CERN European Organization for Nuclear Research)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I67311998","host_organization_name":"European Organization for Nuclear Research","host_organization_lineage":["https://openalex.org/I67311998"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.4067/s0718-18762015000200006","is_oa":true,"landing_page_url":"https://doi.org/10.4067/s0718-18762015000200006","pdf_url":"https://scielo.conicyt.cl/pdf/jtaer/v10n2/art06.pdf","source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of theoretical and applied electronic commerce research","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1987934963.pdf","grobid_xml":"https://content.openalex.org/works/W1987934963.grobid-xml"},"referenced_works_count":80,"referenced_works":["https://openalex.org/W119818611","https://openalex.org/W1499170180","https://openalex.org/W1523095924","https://openalex.org/W1530487374","https://openalex.org/W1549078745","https://openalex.org/W1593051129","https://openalex.org/W1608238977","https://openalex.org/W1665332082","https://openalex.org/W1701983757","https://openalex.org/W1963804871","https://openalex.org/W1966752618","https://openalex.org/W1968171365","https://openalex.org/W1973687016","https://openalex.org/W1984778094","https://openalex.org/W1985771617","https://openalex.org/W1987258130","https://openalex.org/W1989528006","https://openalex.org/W1991692821","https://openalex.org/W1996757241","https://openalex.org/W2001916972","https://openalex.org/W2012888175","https://openalex.org/W2014792668","https://openalex.org/W2018063455","https://openalex.org/W2021606694","https://openalex.org/W2021773989","https://openalex.org/W2026014527","https://openalex.org/W2027935325","https://openalex.org/W2028184439","https://openalex.org/W2030483771","https://openalex.org/W2037710531","https://openalex.org/W2037993836","https://openalex.org/W2038343491","https://openalex.org/W2040407388","https://openalex.org/W2048049685","https://openalex.org/W2051861101","https://openalex.org/W2054095862","https://openalex.org/W2064198781","https://openalex.org/W2065517342","https://openalex.org/W2068847085","https://openalex.org/W2070353832","https://openalex.org/W2071535931","https://openalex.org/W2072379725","https://openalex.org/W2090552208","https://openalex.org/W2110506823","https://openalex.org/W2115981184","https://openalex.org/W2117617013","https://openalex.org/W2121441690","https://openalex.org/W2123087429","https://openalex.org/W2128984131","https://openalex.org/W2129105917","https://openalex.org/W2137247419","https://openalex.org/W2147522849","https://openalex.org/W2148585991","https://openalex.org/W2148669563","https://openalex.org/W2155225996","https://openalex.org/W2162206011","https://openalex.org/W2162644945","https://openalex.org/W2164309533","https://openalex.org/W2165049547","https://openalex.org/W2170430750","https://openalex.org/W2252901078","https://openalex.org/W2266639535","https://openalex.org/W2313319791","https://openalex.org/W2590571914","https://openalex.org/W2767547010","https://openalex.org/W3027506207","https://openalex.org/W3121277531","https://openalex.org/W3122312960","https://openalex.org/W4230626861","https://openalex.org/W4233845476","https://openalex.org/W4234081717","https://openalex.org/W4235678817","https://openalex.org/W4249044057","https://openalex.org/W4249521496","https://openalex.org/W4250602443","https://openalex.org/W4251859756","https://openalex.org/W4253262538","https://openalex.org/W4255659084","https://openalex.org/W4388896906","https://openalex.org/W6743681256"],"related_works":["https://openalex.org/W2745449276","https://openalex.org/W2561120108","https://openalex.org/W2044203282","https://openalex.org/W2302127732","https://openalex.org/W3000819112","https://openalex.org/W2295035818","https://openalex.org/W2184263786","https://openalex.org/W3029938882","https://openalex.org/W2883876994","https://openalex.org/W4378716112"],"abstract_inverted_index":{"This":[0],"study":[1,70],"proposes":[2],"a":[3,41,79,92,148,168,193],"service":[4,34,49,62,98,126,157],"recovery":[5,35,50,63,99,127,158],"model":[6,20],"to":[7,105],"describe":[8],"how":[9],"cumulative":[10,52,129,145,197],"satisfaction,":[11,53,130],"loyalty":[12],"and":[13,28,51,54,57,64,128,131,135,144,165,176,196],"word-ofmouth":[14],"are":[15,91],"affected":[16],"by":[17],"complaints.":[18],"The":[19,66,85],"is":[21,102,147],"based":[22],"on":[23,142,187],"the":[24,44,106,121,182,188],"role":[25,108],"of":[26,43,72,151,185],"positive":[27,56,89,133,175],"negative":[29,58,110,163,177],"emotions":[30,90,111,134,164],"in":[31,95,103,115],"satisfaction":[32,47,60,96,124,146,155,166,191],"with":[33,37,48,61,97,125,156,167,192],"processes,":[36],"trust":[38,119,186],"acting":[39],"as":[40,179,181],"mediator":[42],"relationship":[45,122,189],"between":[46,55,123,132,190],"emotions,":[59,178],"loyalty.":[65,136],"sample":[67],"for":[68],"this":[69,101,171],"consists":[71],"303":[73],"business-to-consumer":[74],"e-commerce":[75],"users":[76],"who":[77],"made":[78],"complaint":[80],"after":[81],"an":[82,139],"electronic":[83],"transaction.":[84],"results":[86],"show":[87],"that":[88,109],"key":[93],"factor":[94],"processes;":[100],"contrast":[104],"major":[107],"have":[112],"traditionally":[113],"played":[114],"these":[116],"models.":[117],"Furthermore,":[118],"mediates":[120],"Trust":[137],"has":[138],"important":[140],"influence":[141],"loyalty,":[143],"strong":[149],"predictor":[150],"word-ofmouth.":[152],"While":[153],"prior":[154],"studies":[159],"usually":[160],"investigated":[161],"only":[162],"specific":[169,194],"transaction,":[170],"research":[172],"considers":[173],"both":[174],"well":[180],"mediating":[183],"effect":[184],"transaction":[195],"satisfaction.":[198]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":4},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2016-06-24T00:00:00"}