Suchergebnisse

This paper investigates how consumers respond to online recovery strategies in response to a service failure in the online travel agencies (OTA) context. The study also examines the role of justice and forgiveness in the online service recovery process. Firstly, a qualitative study was employed to explore the predominant strategies exercised by the service providers. Further, we collect the data from a survey ( n = 335) using an online questionnaire about service failure in the OTA context to examine the proposed relationship based on Stimulus–Organism–Response (S-O-R) framework and Justice theory. The data was analysed using CB-SEM and fsQCA. Results show that response speed, explanation, courtesy and problem-solving are crucial online recovery strategies. Results also highlighted that consumers' perceived justice and forgiveness play a crucial role in the online recovery process. The fsQCA results showed that five solutions (i.e. various combinations of causal antecedents) could facilitate the formation of repatronage intention. Our study enriches service failure literature. Our findings may help online travel agents design suitable strategies to reduce the negative effect of service failure on their customers.

Global interest in solar energy has peaked as governments and organizations continue to take a stand against the dependence on fossil fuels and the high carbon footprint of the industrialized world. Using renewable energy technologies such as solar energy appears to be a good option, especially for third world countries that receive large amounts of solar radiation all year round. This article provides an overview of the architecture of renewable energy systems and the solar and photovoltaic (PV) energy system. It also provides a description of the system connected to the grid and the autonomous PV production system.