The Role of Redress in B2C E-Business: An Exploratory Study of Consumer Perceptions
نویسندگان
چکیده
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 into the role of redress in online B2C transactions, through the perceptions of a selected group of online consumers, with key implications for online business practices and customer relationship management.
منابع مشابه
The Types of Redress Procedures in Business-To-Consumer (B2C) E-Commerce
Redress refers to a process offering consumers access to internal complaint handling procedures and services to resolve disputes that occur during e-commerce transactions. The roles and types of redress have received much attention, particularly in offline business where the focus is largely on traditional litigation procedures. This paper focuses on the types of redress procedure consumers hav...
متن کاملThe Role of Redress in B2C E-Business
Redress is an important customer support mechanism in B2C e-business to win customer confidence in online purchases. Although some form of redress has been considered in different parts of the world, it is still at an inception stage regarding its application to B2C e-business. This paper introduces redress and provides an explanation of themes related to redress in B2C e-business identified fr...
متن کاملA Factor Analytic Study on Service Quality Perceptions and Satisfaction in the E- Tourism
E-tourism has evolved as a mainstay business for tourist service providers. It plays an integral role in the dissemination of information and influencing consumer’s preferences and satisfaction. The purpose of this study is to identify the dimensions of service quality perceptions of consumers in e-tourism in the Indian context. It also aims to understand the relative impact of these service qu...
متن کاملThe Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce
The growth of business-to-consumer (B2C) ecommerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C ecommerce. Drawing upon the theori...
متن کاملIndividualistic-Collectivistic Impact on iTrust towards Purchase Intention in B2C E-Business
The purpose of this study is to propose an interpersonal trust (iTrust) model to better understand the online consumer cognitive and affective reactions in a B2C website. This study provides proposition on the influence of culture (Individualistic and Collectivistic) on the relationship between cognitive-based and web design and affect-based trust to buyer behavior aspects towards purchase inte...
متن کامل