CONSUMER PREFERENCES FOR SERVICE RECOVERY OPTIONS AFTER DELIVERY DELAY WHEN SHOPPING ONLINE

被引：22
作者：
Chang, Dong-Shang [1 ]
Wang, Tao-Hsing [1 ]
机构：
[1] Natl Cent Univ, Dept Business Adm, Jhongli 32001, Taoyuan County, Taiwan
来源：
SOCIAL BEHAVIOR AND PERSONALITY | 2012年 / 40卷 / 06期
关键词：
service recovery attributes; service failure; delayed delivery; online shopping; e-retailing; FAILURES; WEB; SATISFACTION; STRATEGIES; FRAMEWORK; INTERNET;
D O I：
10.2224/sbp.2012.40.6.1033
中图分类号：
B84 [心理学];
学科分类号：
04 ; 0402 ;
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.
引用
收藏
页码：1033 / 1043
页数：11
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