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

Dong-Shang Chang1, Tao-Hsing Wang1
1Department of Business Administration, National Central University, Taiwan
Cite this article:  Chang, D., & Wang, T. (2012). Consumer preferences for service recovery options after delivery delay when shopping online. Social Behavior and Personality: An international journal, 40, 1033-1044.

Volume 40 Issue 6 | e2736 | Published: July 2012 | DOI: https://doi.org/10.2224/sbp.2012.40.6.1033

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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 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.

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