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dc.creatorOliveira, Alessandro Silva de-
dc.creatorSouki, Gustavo Quiroga-
dc.creatorSilva, Dirceu da-
dc.creatorRezende, Daniel Carvalho de-
dc.creatorBatinga, Georgiana Luna-
dc.date.accessioned2022-10-04T17:48:38Z-
dc.date.available2022-10-04T17:48:38Z-
dc.date.issued2022-04-
dc.identifier.citationOLIVEIRA, A. S. de et al. Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses. Asia-Pacific Journal of Business Administration, [S.I.], 2022. DOI: https://doi.org/10.1108/APJBA-06-2021-0249.pt_BR
dc.identifier.urihttps://doi.org/10.1108/APJBA-06-2021-0249pt_BR
dc.identifier.urihttp://repositorio.ufla.br/jspui/handle/1/55258-
dc.description.abstractPurpose: Companies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees (SG). This study aims to propose a framework of the relations between customers' expectations on SG, their negative experiences and their attitudes and behavioural intentions towards an e-commerce platform. Design/methodology/approach: The research had a qualitative and descriptive approach. Testimonials from clients of an online e-commerce platform were obtained through interviews via videoconference and non-participant observation on a complaints website in Brazil. The testimonies were analysed through content analysis. Findings: The customer expectations regarding the SG offered by the e-commerce platform are congruent with the five categories of the theory that support this research. Customer testimonials on the complaints site show that their negative experiences with the e-commerce platform generated negative emotional, cognitive and behavioural responses towards the company. A framework was proposed, including customers' expectations regarding SG, their negative experiences and their repercussions on clients' attitudes and behavioural intentions. Originality/value: This article is the only that contemplates customers' expectations about SG in an e-commerce platform, relating them to attitudes and behavioural intentions. Thus, its framework demonstrates the relationships between customer expectations about SGs, their negative experiences and attitudinal and behavioural repercussions. This article brings academic and managerial contributions for companies and managers of e-commerce platforms. It contributes to clients and consumer protection associations by revealing problems they face with SG on e-commerce platforms. This research can be used by those responsible for elaborating laws and public policies to regulate and inspect the relationships between e-commerce platforms and their customers.pt_BR
dc.languageenpt_BR
dc.publisherEmerald Publishing Limitedpt_BR
dc.rightsrestrictAccesspt_BR
dc.sourceAsia-Pacific Journal of Business Administrationpt_BR
dc.subjectCovid-19 impactspt_BR
dc.subjectInternet businesspt_BR
dc.subjectOnline platformspt_BR
dc.subjectConsumer attitudespt_BR
dc.subjectCustomer experiencept_BR
dc.subjectConsumer behaviourpt_BR
dc.subjectCovid-19 - Impactospt_BR
dc.subjectPlataformas onlinept_BR
dc.subjectAtitudes do consumidorpt_BR
dc.subjectComportamento do consumidorpt_BR
dc.subjectExperiência do clientept_BR
dc.titleService guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responsespt_BR
dc.typeArtigopt_BR
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