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

Dong Shang Chang, Tao Hsing Wang

研究成果: 雜誌貢獻期刊論文同行評審

18 引文 斯高帕斯(Scopus)

摘要

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.

原文???core.languages.en_GB???
頁(從 - 到)1033-1044
頁數12
期刊Social Behavior and Personality
40
發行號6
DOIs
出版狀態已出版 - 2012

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