Despite the ‘dangers’ posed by e-service failures, there has not been a study to-date that explores how failures emerge within an online transactional environment and what can be done to address them. An integrated model of e-service failure and recovery is constructed together with testable propositions. Essentially, the model serve to inform both academics and practitioners on: (1) how different types of e-service failure manifest on e-commerce websites; (2) the impact of these failures on consumers’ expectations about transactional outcome, process and cost, and; (3) what kind of e-service recovery technology would be beneficial in alleviating negative failure consequences.
Tan, Chee-Wee; Benbasat, Izak; and Cenfetelli, Ronald T., "Understanding E-Service Failures: Formation, Impact and Recovery" (2011). SIGHCI 2011 Proceedings. 5.