Volume 3 Number 3 (Jun. 2013)
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IJEEEE 2013 Vol.3(3): 183-186 ISSN: 2010-3654
DOI: 10.7763/IJEEEE.2013.V3.219

The Study of Negative Service Encounters during Redeeming Process of Online Group-Buying

I-Ching Chen and Shueh-Cheng Hu
Abstract— To many consumers, online group buying has become one major way to shop, which has enjoyed fast growth in the arena of e-commerce. However, various redeeming disputes keep emerging along with increasing adoption of online group buying. This research work investigates the perceptions of online group buyers, identifies the critical incidents leading to consumers' dissatisfaction during redeeming processes, and gains insight into the reasons behind the dissatisfaction. Besides, a set of solutions for increasing customers' satisfaction were proposed accordingly.

Index Terms— E-commerce, online group buying, service encounter, redeeming disputes, critical incidents.

Ching Chen is with the Department of Information Management at ChungChou University of Science and Technology, Yuanlin, ChangHua county, Taiwan 51003, ROC (e-mail:jine@dragon.ccut.edu.tw). Shueh-Cheng Hu is with the Department of Computer Science and Communication Engineering at Providence University, Taichung city, Taiwan 43301, ROC (e-mail:schu@pu.edu.tw).

Cite: I-Ching Chen and Shueh-Cheng Hu, " The Study of Negative Service Encounters during Redeeming Process of Online Group-Buying," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 3, no. 3, pp. 183-186, 2013.

General Information

ISSN: 2010-3654 (Online)
Abbreviated Title: Int. J. e-Educ. e-Bus. e-Manag. e-Learn.
Frequency: Quarterly
Editor-in-Chief: Prof. Kuan-Chou Chen
Executive Editor: Ms. Nancy Lau
Abstracting/ Indexing: EBSCO, Google Scholar, Electronic Journals Library, QUALIS, ProQuest, EI (INSPEC, IET)
E-mail: ijeeee@iap.org
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