Consumer Preferences for Service Recovery Options After Delivery Delay When Shopping Online
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.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
Document Type: Research Article
Publication date: 2012-07-01
More about this publication?
- The Journal's core purpose is scientific communication in the disciplines of Social Psychology, Developmental and Personality Psychology
- Editorial Board
- Information for Authors
- Submit a Paper
- Subscribe to this Title
- Terms & Conditions
- Contact the Publisher
- Manuscript Guidelines
- Ingenta Connect is not responsible for the content or availability of external websites