E-Service: 24 Ways to Keep Your Customers -- When the Competition Is Just a Click Away
E-Service: 24 Ways to Keep Your Customers -- When the Competition Is Just a Click Away
The Influence of Relational Demography and Guanxi: the Chinese Case
Organization Science
Electronic commerce: structures and issues
International Journal of Electronic Commerce - Special section: Diversity in electronic commerce research
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Are unethical e-service providers more tolerant of disloyal users? Only a few studies have been done on the attitude of the e-service providers who behave unethically. This research intends to fill this gap in current literature. We identify two different perspectives, behavior consistency and ethical reciprocity, in explaining the attitude of e-service providers towards their users who have breached the service contracts. We further investigate such attitude in respect of the perceived mutual commitment between these providers and their users. We test our propositions by a survey on financial e-service providers and our findings support the perspective of ethical reciprocity.