How complaint handling procedures influence consumer decisions to shop online?

Ong, C and Chan, C 2014, 'How complaint handling procedures influence consumer decisions to shop online?', in A. Pucihar (ed.) Proceedings of 27th Bled eConference eEcosystems (BLED 2014), Bled, Slovenia, 1 - 5 June 2014, pp. 1-15.


Document type: Conference Paper
Collection: Conference Papers

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Title How complaint handling procedures influence consumer decisions to shop online?
Author(s) Ong, C
Chan, C
Year 2014
Conference name BLED 2014
Conference location Bled, Slovenia
Conference dates 1 - 5 June 2014
Proceedings title Proceedings of 27th Bled eConference eEcosystems (BLED 2014)
Editor(s) A. Pucihar
Publisher Association for Information Systems
Place of publication United States
Start page 1
End page 15
Total pages 15
Abstract When online shopping increases, the number of risks and complaints associated with online transactions will also rise. The importance of maintaining and improving Business-To-Consumer (B2C) e-business competitiveness by adequately addressing consumers' complaints has been acknowledged. Yet the issue of how the complaint handling procedures are used to influence consumers' decisions to shop online has yet to be adequately understood. This study focuses on the influence of complaint handling procedures on consumers' decisions to shop online from both the online consumer and merchant perspectives. The authors found that complaint handling procedures have more impact on consumer confidence and trust and therefore affect their decision to shop online, especially when accessible and responsive complaint handling procedures are required.
Subjects Business Information Systems
Keyword(s) B2C
Consumer complaint
E-business
Online
Purchasing
Shopping
Copyright notice © 2014 Author(s)
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