Retailing, Services and Entertainment: AN EMPIRICAL EXAMINATION OF THE ATTRIBUTION OF SERVICE FAILURE ON ONLINE RETAIL-BASED MULTI-SIDED PLATFORMS.

The article focuses on the attribution of service failures on online retail-based multi-sided platforms (MSPs) like Amazon. It explores the impact of governance type, failure type, and failure frequency on customers' attribution of failures to MSPs and their subsequent repurchase intention. The study finds that customers attribute failures more to MSPs under centralized governance for both process and product failures.