The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping

These flashcards cover key concepts and findings from the research on empathy and consumer forgiveness in the context of online shopping service recovery.

What is the relationship between empathy and consumer forgiveness in online shopping service recovery?

Empathy has a significant positive impact on consumer forgiveness.

How does consumer forgiveness affect consumer repurchase intention?

Consumer forgiveness has a significant positive impact on consumer repurchase intention.

What role does online store reputation play in the relationship between consumer forgiveness and repurchase intention?

Online store reputation has a positive moderating effect on the relationship between consumer forgiveness and consumer repurchase intention.

What was the research method used in the study on service recovery in online shopping?

The study used the method of situational experiments to collect data and analyze the impact of empathy and consumer forgiveness.

What mediating effect is examined in the context of online shopping service recovery?

Consumer forgiveness plays a mediating effect between empathy and consumer repurchase intention.

What are the main variables measured in the scenario experiments?

The main variables measured are empathy, consumer forgiveness, online store reputation, and consumer repurchase intention.

Why is service recovery important for online shopping?

Service recovery is important because service failure can negatively impact consumer's satisfaction and sales performance of online stores.

What can online stores do to improve empathy in service recovery scenarios?

Online stores can inform consumers about the challenges of service work and the inevitability of service failures to promote empathy.

According to the study, how does empathy contribute to repairing relationships in service recovery?

Empathy allows consumers to think from the perspective of the service provider, which enhances positive motives like tolerance and kindness.

What strategies can online stores implement based on the findings of this research?

Online stores should focus on improving reputation, guiding consumer forgiveness, and enhancing service recovery training for employees.