Consumer preferences for service recovery options after delivery delay when shopping online

Dong Shang Chang, Tao Hsing Wang

Research output: Contribution to journalArticlepeer-review

16 Scopus citations

Abstract

We identified the key attributes of service recovery for product delivery delays when shopping online and elucidated the preference structures of consumers regarding these attributes. A conjoint analysis was conducted using a sample of 201 Internet users; and we found that the 4 most critical attributes of service recovery were: compensation, response speed, apologies, and contact channels. We used a part-worth utility of attribute levels as segmentation variables and conducted a cluster analysis to group the respondents, and to distinguish preferences across various consumer segments. Our findings can serve as a reference for e-retailers when developing service recovery strategies for delayed product delivery.

Original languageEnglish
Pages (from-to)1033-1044
Number of pages12
JournalSocial Behavior and Personality
Volume40
Issue number6
DOIs
StatePublished - 2012

Keywords

  • Delayed delivery
  • E-retailing
  • Online shopping
  • Service failure
  • Service recovery attributes

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