ScholarWorks@숙명여자대학교

초록

The objective of this research is to evaluate the reliability and validity of eSR-Q, an e-service recovery quality measurement scale, and intrinsically its predecessor E-RecS-QUAL, from the American consumers’ perspective. In fact, there have been mixed, conflicting research results about the robustness of E-RecS-QUAL which consists of three constructs, Responsiveness, Compensation, and Contact. Its successor eSR-Q, supplemented by another significant construct Apology, was validated using Korean female consumers’ data. Thus, this research responds to a call for another rigorous replication study which investigates the robustness of eSR-Q from the American perspective. We have two major research findings: First, eSR-Q(intrinsically E-RecS-QUAL) has established its reliability and validity once again. Second, compared to E-RecS-QUAL, eSR-Q has represented its enhanced capability, due to the addition of the Apology dimension, to explain the variability of the overall e-service recovery quality and the overall e-service satisfaction. In sum, this research reinforces that the measurement scale is quite useful and dependable.

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