Service Failure-Recovery In Online Shops In Iran

Present article focuses on service failure and recovery in the online shops in Iran. The article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. The data was collected by an e-questionnaire from 615 Iranian online shoppers. The findings suggest, although many online shops are severely breaching few fundamental business principles, defection is not happening as vast as in other similar studies. Furthermore, winning the customers back via service recovery seems to be depended rather on the process than the outcome of service recovery, which is very similar to the findings of another study in Chinese environment. Discussion of the findings suggests the researchers and managers to be conscious of the possible impact of the culture and environment on customer’s responses to service failure and service recovery states

An analysis of B2B relationship quality among Iranian managers: A comparison between Iranian and english managers

The purpose of this study is to understand the characteristics of relationship quality within a business-to-business (b2b) setting, and also to understand how these characteristics vary in importance between countries. Replicating an earlier study, conjoint analysis was used to study how a sample of 48 Iranian managers trade off different attributes of relationship quality. Overall, the most important attribute to the sample was profit, followed by trust and power. However, there was significant variance within the sample. When compared with an earlier study of UK managers in which an identical methodology was used, it was found that while profit was important for both groups, it was more so for Iranian managers. Trust was also important in both samples, in line with what was expected from the literature. Power was found to be important for Iranian managers whereas in the UK, power was reported as the least important attribute