Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

dc.creatorOliveira, Alessandro Silva de
dc.creatorSouki, Gustavo Quiroga
dc.creatorSilva, Dirceu da
dc.creatorRezende, Daniel Carvalho de
dc.creatorBatinga, Georgiana Luna
dc.date2022-10-04T17:48:38Z
dc.date2022-10-04T17:48:38Z
dc.date2022-04
dc.date.accessioned2023-09-28T20:00:01Z
dc.date.available2023-09-28T20:00:01Z
dc.identifierOLIVEIRA, 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.
dc.identifierhttps://doi.org/10.1108/APJBA-06-2021-0249
dc.identifierhttp://repositorio.ufla.br/jspui/handle/1/55258
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/9042013
dc.descriptionPurpose: 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.
dc.languageen
dc.publisherEmerald Publishing Limited
dc.rightsrestrictAccess
dc.sourceAsia-Pacific Journal of Business Administration
dc.subjectCovid-19 impacts
dc.subjectInternet business
dc.subjectOnline platforms
dc.subjectConsumer attitudes
dc.subjectCustomer experience
dc.subjectConsumer behaviour
dc.subjectCovid-19 - Impactos
dc.subjectPlataformas online
dc.subjectAtitudes do consumidor
dc.subjectComportamento do consumidor
dc.subjectExperiência do cliente
dc.titleService guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses
dc.typeArtigo


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