Product information failures on websites and their impact on mobile shopping behaviour

Purpose Inaccurate product information on retail websites lead to dissatisfied customers and profit losses. Yet, the effects of failures (PIFs) remain under-explored, with mobile commerce channel commonly overlooked. This paper aims (1) investigate negative PIFs shoppers' attitudes behaviours in a context. The authors further (2) evaluate impacts cause duration PIF, changes expectations towards retailer after PIF occurred how previous shopping experience general decreases PIFs. Design/methodology/approach conducted scenario-based experiment one-factorial between-subjects design. six most common an international leading online fashion are operationalized tested against control group. final sample consists out 758 shoppers from UK. Findings results demonstrate that perceived severity based showing incorrect is higher when key lacking. Further, attributed retailer, it recovery them. also reveal respondents who have shopped before perceive as less severe than inexperienced ones. Originality/value research expands service failure literature by examining its specific context commerce. provide recommendations for better management like incorporation into reporting packs.