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中文摘要：
以公平理论为基础,对在线环境下服务补救对顾客忠诚的影响机制进行了实证研究.研究发现：在线环境下,服务补救行为可以归纳为解释、沟通、制度、反馈和赔偿5个维度,其中解释和沟通通过交互公平正向影响顾客忠诚,制度和反馈通过程序公平正向影响顾客忠诚,赔偿通过结果公平正向影响顾客忠诚.
英文摘要：
Using factor analysis and regression analysis,this paper conducts an empirical analysis on the relationship between online service recovery and customer loyalty,and a model is built to analyze this relationship on the basis of justice theory.The study proves that service recovery is consisted of five dimensions：explanation,communication,system,feedback and compensation in e-business.Service recovery has important influence on customer-perceived justice and customer loyalty.
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Understanding social networking sites adoption in China: A comparison of pre-adoption and post-adopt
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