Year: 2011
Type: article
Abstract: 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 e-business 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.
Authors: Chin Eang Ong, Pradip Sarkar, Caroline Chan
Institution: RMIT University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W794553113