All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process
Volume: 62, Pages: 102602 - 102602
Published: Sep 1, 2021
Abstract
E-commerce retail has been on an exponential growth since late-1990s and now with COVID-19 crisis it is more popular and prevalent than ever before. But failures during the e-retailing process, specially when the business is under pressure, is a severe challenge with deteriorative impacts on customers' attitude and behavioral intention. While the majority of failures during e-retail process takes place at the ‘product delivery phase’ (the last...
Paper Details
Title
All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process
Published Date
Sep 1, 2021
Volume
62
Pages
102602 - 102602
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