Consumer dissatisfaction: Does the consumer seek redress?

The Role of Redress in Consumer Online Purchasing

Redress is a post-purchase complaint procedure that necessitates some form of compensation for consumers who lodge complaints about a defective product or poor level of service. Its importance in relation to offline business activities has received some research interest, and it is widely accepted that redress has a significant influence on consumer trust in that environment. However, redress h...

Does Consumer Irrationality Trump Consumer Sovereignty?

Ethical Consumer Movement: Consumer Ethical Concerns and Behaviors

Background: Consumer ethical behavior has attracted much attention in recent years. However, most empirical research has focused on specific instances of ethical consumer behavior and ignored other ethical behaviors. This means a complete lack of understanding of the lifestyles of ethical consumers. In this article, while referring to the formation of ethical consumption, a full range of ethica...

Does the Valence of Online Consumer Reviews matter for Consumer Decision Making? The Moderating Role of Consumer Expertise

The previous studies have shown inconsistent relationship between the valence (positive or negative) of online consumer reviews and consumer decision making. With accessibility/diagnosticity theory, this study attempts to explain this discrepancy through exploring consumer expertise as a moderator. Our results from a 2 * 2 experiment design indicate that the impact of online reviews valence is ...

The Role of Redress in B2C E-Business: An Exploratory Study of Consumer Perceptions

Redress provides a formalized recourse to consumers in lodging complaints against poor customer service. Its importance is heightened in the realm of B2C e-business where traditional means of establishing rapport with brick-and-mortar stores do not exist. However, redress has yet to be aptly understood and the study of its role in ebusiness has been sparse. This paper presents an exploration in...