Jiahua Wei

Online travel agencies (OTAs) have significantly enhanced the efficiency of online travel services. However, frequent service failures have adversely impacted the reputation and performance of OTAs. Consequently, there is an urgent need for further academic exploration of this issue. This study employed a scenario experimental method to collect data and conduct empirical analysis. The findings indicated that perceived fairness enhances consumer empathy, while perceived risk reduces consumer empathy. Enhanced consumer empathy, in turn, leads to a greater willingness to forgive. Furthermore, negative emotions contagion negatively moderates the relationship between consumer empathy and consumer forgiveness. The mediating effect of consumer empathy was also examined. This study contributed to a deeper understanding of service failure and recovery in the context of OTAs, offering theoretical insights for improving OTA failure management strategies, psychological interventions, risk prevention capabilities, and overall competitiveness.

The study on the impact of consumer purchase intention on luxury goods has received widespread attention from the academic community. This study collected research data in Guilin, China, through questionnaire survey, and conducted an empirical study on the influencing factors of luxury consumers’ purchase intention. The results show: The price level of luxury goods has a positive impact on consumers’ face perception, while the positive impact of price level on expected regret has not been verified. Consumer’s face perception has positive and negative effects on consumers’ expected regret and consumers’ purchase intention respectively. Consumer’s downward expected regret and consumer’s upward expected regret have different effects on consumers’ purchase intention. Consumers’ face perception and expected regret play a mediating effect in the research of influence relationship. This study is conducive to a better analysis of the psychology and behavior of Chinese luxury consumers, enriching the theoretical connotation of consumer psychology, and promoting the healthy development of the luxury goods industry.

The revisit intention of tourists is an important guarantee for the sustainable and healthy development of tourism destination, and has also received attention from the current academic community. However, there is still insufficient research on the antecedents of revisit intention from the perspectives of tourism destination, image and nostalgia emotion. This study takes China’s ecological tourism scenic area (Guilin Lijiang Scenic Area) as a case study, and uses questionnaire survey method to obtain research data for empirical research. The results of this study confirm that tourism destination image has a positive impact on nostalgia emotions and local attachment, nostalgia emotion has a positive impact on local attachment, and local attachment has a positive impact on revisit intention. Perceived risk plays a negative moderating effect between local attachment and revisit intention. In addition, this study also examined the mediating effect of nostalgia emotion and local attachment. This study is beneficial for enriching the theory of the influence mechanism of revisit intention from the perspective of consumer psychology. It is an interdisciplinary research result of management and psychology, providing theoretical reference for improving revisit intention in tourism destinations and promoting their healthy development.

Online shopping has become a part of people's life, but the services failure has made online stores face huge challenges. It is urgent to explore the impact mechanism and strategies of its service recovery. Based on such psychological theories as face threat, perceived sincerity, consumer forgiveness and relationship strength, this study collected research data through scenario experiments and conducted empirical research. The results show that: Face threat and perceived sincerity have a negative and positive impact on consumer forgiveness, respectively; consumer forgiveness has a positive impact on service recovery satisfaction; relationship strength plays a positive moderating effect in the relationship between consumer forgiveness and service recovery satisfaction; consumer forgiveness plays a mediating effect between related variables. This study is conducive to analyzing the impact mechanism of online shopping service recovery from the perspective of consumer psychology, so as to provide theoretical basis and operational guidance for online stores to conduct scientific service recovery, improve online stores’ service recovery ability, and promote the healthy development of online shopping industry.

This study carried out a scenario experiment in Guangxi, China, and used a questionnaire to obtain the research data of the subjects to explore the service recovery effect of local online travel agencies (OTAs) from the perspective of consumer psychology. The empirical results show that consumer confusion will significantly worsen negative word-of-mouth, and negative word-of-mouth will reduce their repurchase intention. In the above empirical impact relationship research, it shows that negative word-of-mouth and consumer forgiveness play a mediating effect and a moderating effect respectively. Because this study is conducive to responding to and solving the new scenario and problems in the practice of OTA services. It will help to improve the risk resistance of OTA enterprises by providing effective service recovery strategies for these enterprises.

Online shopping has become an important part of people’s life, but the current academic circles still lack attention to online shopping service recovery. Based on the online shopping service recovery scenario, this study takes the scenario experiment as the research method, discusses the influence mechanism of consumer continuous trust from the perspective of compensation and consumer forgiveness, and tests the moderating effect of online store reputation. Through empirical research, this paper obtains the following research findings: Both utilitarian compensation and spiritual compensation have a positive impact on consumer forgiveness, but spiritual compensation has a greater positive impact on consumer forgiveness; consumer forgiveness has a positive impact on consumer continuous trust, and consumer forgiveness plays a mediating effect between utilitarian compensation, spiritual compensation and consumer continuous trust; online store reputation plays a positive moderating effect in the impact of consumer forgiveness on consumer continuous trust. The research results of this paper are conducive to deepen the research on the relationship between compensation methods and consumer forgiveness, better explain the role of consumer forgiveness, consumer continuous trust and online store reputation in the impact mechanism of online shopping service recovery, and promote the healthy development of online shopping business model.

The service failure of online shopping has always plagued online stores, but the current academic circles still need to explore the service recovery of online shopping from the perspective of empathy and consumer forgiveness. Based on the service failure cases of real online shopping, this article uses the method of situational experiment to carry out empirical research, discusses the impact mechanism of service recovery effect from the perspective of empathy and consumer forgiveness, and tests the moderating role of online store reputation. The results show that in the online shopping service recovery scenario, empathy has a positive impact on consumer forgiveness, consumer forgiveness has a positive impact on consumer repurchase intention, and consumer forgiveness plays a mediating effect between empathy and consumer repurchase intention. Online store reputation plays a moderating role in the relationship between consumer forgiveness and consumer repurchase intention. The research conclusion of this article will help to expand the application of empathy and consumer forgiveness in the research of service recovery, enrich the theory of online shopping service recovery, improve the effect of online shopping service recovery, and promote the healthy development of online shopping business models.

At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees’ emotional intelligence and emotional labor (surface behavior and deep behavior) on the effect of service recovery. The results show that the emotional intelligence of OTA employees has a positive impact on the surface behavior and deep behavior; the emotional intelligence and deep behavior of employees have a significant positive impact on service recovery satisfaction, but the positive impact of employees’ surface behavior on service recovery satisfaction is not statistically significant; finally, service recovery satisfaction has a positive impact on customer loyalty. This study helps to better explain the mechanism of OTA service recovery effect and provides a theoretical reference for improving the service recovery effect of OTA.