Year: 2009
Type: article
Abstract: 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 from a review of literature. The focus of this paper is on the role of redress in B2C e-business; allowing consumers access redress, and how redress an important aspect of customer relationship management as well as trust in B2C e-business. The paper highlights the need for research on redress in B2C e-business.
Authors: Chin Eang Ong, Mohini Singh
Institution: RMIT University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W35236192