Forthcoming articles

International Journal of Electronic Customer Relationship Management

International Journal of Electronic Customer Relationship Management (IJECRM)

These articles have been peer-reviewed and accepted for publication but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.

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International Journal of Electronic Customer Relationship Management (1 paper in press)

Regular Issues

  • FUTURE RESEARCH DIRECTION FOR CUSTOMER SATISFACTION IN RELATION TO COMPLAINT HANDLING AND SERVICE RECOVERY IN E-COMMERCE   Order a copy of this article
    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.