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Why do buyers complain about online purchases?

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Author Info

  • Luis Fernando Hor-Meyll

    (PUC-RJ)

  • Marcelo Barreiros Barreto

    (Marketing Analyst at OI Telecomunicações)

  • Marie Agnes Chauvel

    (Federal University of São João Del Rei)

  • Fábio Francisco de Araujo

    (PUC-RJ)

Registered author(s):

    Abstract

    Consumers who make purchases in online channels do not feel fully satisfied and complaints on different stages of the service are frequent. To identify motives for such complaints, 720 communications, posted in one–year period on the main Brazilian website for complaints and addressed to the three online retailers who received most complaints, were randomly selected and submitted to content analysis. Results reveal the most frequent motives for complaints by online consumers: failures in after-sale service, delays and failures in deliveries and failures related to the policies of exchange and return. The method used in this work and the results obtained are a relevant contribution to the literature on the subject. Thanks to its simplicity and low cost of application, the method can easily be used by companies to reveal motives of dissatisfaction of consumers with online channels, offering elements to improve processes.

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    File URL: http://www.bbronline.com.br/public/edicoes/9_4/artigos/85v4n7t3216112012183616.pdf
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    Bibliographic Info

    Article provided by Fucape Business School in its journal Brazilian Business Review.

    Volume (Year): 9 (2012)
    Issue (Month): 4 (October)
    Pages: 127-150

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    Handle: RePEc:bbz:fcpbbr:v:9:y:2012:i:4:p:127-150

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    Postal: Fucape Business School Brazilian Business Review Av. Fernando Ferrari, 1358, Boa Vista CEP 29075-505 Vitória-ES
    Phone: +55 27 4009-4423
    Fax: +55 27 4009-4422
    Web page: http://www.bbronline.com.br/
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    Related research

    Keywords: Online complaints; dissatisfaction; online purchases.;

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    1. Westbrook, Robert A & Oliver, Richard L, 1991. " The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, University of Chicago Press, vol. 18(1), pages 84-91, June.
    2. James C. Ward & Amy L. Ostrom, 2006. "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, University of Chicago Press, vol. 33(2), pages 220-230, 07.
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