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 language | English |
|---|---|
| Pages (from-to) | 1033-1044 |
| Number of pages | 12 |
| Journal | Social Behavior and Personality |
| Volume | 40 |
| Issue number | 6 |
| DOIs | |
| State | Published - 2012 |
Keywords
- Delayed delivery
- E-retailing
- Online shopping
- Service failure
- Service recovery attributes