How relationship quality affect customer repurchase intention after service failure—Basing on Mainland China online retailing

摘要

The research focuses on the issue of service failures in online shops, and moderate effect of relationship quality on customer repurchase intention. Basing on the theories of marketing and psychology, this paper integrates the theories of service failure, perceived service quality and other related theories, proposes the concept of perceived service failure, and study how the relationship factor affect customer repurchase intention after service failure.