International Journal of Electronic Customer Relationship Management
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International Journal of Electronic Customer Relationship Management (1 paper in press)
FUTURE RESEARCH DIRECTION FOR CUSTOMER SATISFACTION IN RELATION TO COMPLAINT HANDLING AND SERVICE RECOVERY IN E-COMMERCE by Parveen Kumari, Satinder Kumar Abstract: This paper aims to present a research gap based on a literature review of papers published on customer satisfaction in relation to complaint handling and service recovery in E-Commerce from 1996 to 2017 years. It provides a categorisation scheme, identifies the gaps in the existing literature and suggests the direction for future research. For find out the future research directions, studies are classified and presented on the basis of a time period, methodology, country wise publications and results of the study. The present paper is more of comprehensive literature review as well as critical analysis of customer satisfaction toward complaint handling and service recovery in E-commerce. It may be a most useful source of information to the researchers and manager who wish to implement the policy and frame the procedure for complaint handling in E-commerce with respect to customer satisfaction. Keywords: Service Recovery; Customer Satisfaction; recovery and return; Procedural Justice; Distributive Justice.