Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) (2008)
Waikoloa, Big Island, Hawaii
Jan. 7, 2008 to Jan. 10, 2008
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/HICSS.2008.40
Service failure and recovery have been extensively investigated in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by developing a taxonomy of failures applicable to both product-oriented transactions (e.g., online purchasing of books, apparel, electronics) and service-oriented transactions (e.g., online banking, online stock trading, online reservation services). Using the critical incident technique (CIT), we content- analyzed 243 customer-reported unsatisfactory incidents to refine a deductive taxonomy of failures identified from the literature. The final taxonomy developed in this study offers insights into the types of failures that are applicable to product-oriented and service-oriented transactions.
N. Massad and J. Beachboard, "A Taxonomy of Service Failures in Electronic Retailing," Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008)(HICSS), Waikoloa, Big Island, Hawaii, 2008, pp. 285.