With the rapid development of e-commerce, online shopping is more and more popular, and service failure phenomenon of online shopping has also gradually increased. It is urgent for online shopper to eliminate the impact of service failure through service recovery, to improve customer satisfaction, and to increase the number of consumer repurchase. However, service recovery measures the online provider did don't please the consumers. From the perspective of consumer psychology, the success of service recovery depends on the justice perceived by e-consumers, and persistent existence of psychological contract between e-consumer and e-supplier. Therefore, this paper constructs a conceptual framework to examine the effects of perceived justice and psychological contract on repurchase intention after service recovery.
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Lin Bao (2017) studied this question.
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