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Author: Mijeong Kim
Publisher:
ISBN:
Category : Consumers
Languages : en
Pages :
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Abstract: The primary goal of this research was to investigate how consumers respond to stockouts from the perspective of discrepancy-evaluation theory of emotion. This research consists of two studies employing a randomized experiment using a mock website simulating online apparel shopping. In a 2 (timing of notification about stockout: before or after) x 2 (item preference: not preferred or preferred) x 2 (frequency of stockout: once or twice) complete between-subjects factorial design, Study 1 examined: (1) the effects of timing, preference, and frequency of stockouts on negative emotion, (2) structural relationships among negative emotion, store image, decision satisfaction, and behavioral intent, and (3) the moderating role of timing, preference, and frequency on the process by which stockouts influence consumer response. Female college students (N=820) participated in the simulated online apparel shopping experiment for Study 1, in which they experienced a different level of stockouts as a function of timing, preference, and frequency of stockouts. In a one factor (managerial response) between-subjects design with four levels (standard, substitute, backorder, or financial response), Study 2 explored the effect of four retail management responses on consumer responses to stockouts. Female college students (N=234) participated in another simulated online shopping experiment for Study 2, in which they received one of the four managerial responses. The findings from Study 1 revealed: (1) main effects for timing, preference, and frequency on negative emotion; (2) three two-way interaction effects for timing, preference, and frequency on negative emotion; (3) the effects of negative emotion on perception of store image, decision satisfaction, and behavioral intent; (4) the effect of negative emotion on behavioral intent mediated by perceptions of store image and decision satisfaction; (5) the varied relationship between store image and behavioral intent as a function of timing, preference, and frequency; and (6) the varied relationship between negative emotion and store image, store image and behavioral intent, and decision satisfaction and behavioral intent as a function of three two-way interactions among timing, preference, and frequency. The findings from Study 2 showed the effect of managerial response on negative emotion, perceptions of store image, and behavioral intent.
Author: Mijeong Kim
Publisher:
ISBN:
Category : Consumers
Languages : en
Pages :
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Book Description
Abstract: The primary goal of this research was to investigate how consumers respond to stockouts from the perspective of discrepancy-evaluation theory of emotion. This research consists of two studies employing a randomized experiment using a mock website simulating online apparel shopping. In a 2 (timing of notification about stockout: before or after) x 2 (item preference: not preferred or preferred) x 2 (frequency of stockout: once or twice) complete between-subjects factorial design, Study 1 examined: (1) the effects of timing, preference, and frequency of stockouts on negative emotion, (2) structural relationships among negative emotion, store image, decision satisfaction, and behavioral intent, and (3) the moderating role of timing, preference, and frequency on the process by which stockouts influence consumer response. Female college students (N=820) participated in the simulated online apparel shopping experiment for Study 1, in which they experienced a different level of stockouts as a function of timing, preference, and frequency of stockouts. In a one factor (managerial response) between-subjects design with four levels (standard, substitute, backorder, or financial response), Study 2 explored the effect of four retail management responses on consumer responses to stockouts. Female college students (N=234) participated in another simulated online shopping experiment for Study 2, in which they received one of the four managerial responses. The findings from Study 1 revealed: (1) main effects for timing, preference, and frequency on negative emotion; (2) three two-way interaction effects for timing, preference, and frequency on negative emotion; (3) the effects of negative emotion on perception of store image, decision satisfaction, and behavioral intent; (4) the effect of negative emotion on behavioral intent mediated by perceptions of store image and decision satisfaction; (5) the varied relationship between store image and behavioral intent as a function of timing, preference, and frequency; and (6) the varied relationship between negative emotion and store image, store image and behavioral intent, and decision satisfaction and behavioral intent as a function of three two-way interactions among timing, preference, and frequency. The findings from Study 2 showed the effect of managerial response on negative emotion, perceptions of store image, and behavioral intent.
Author: Minjeong Kim
Publisher:
ISBN:
Category :
Languages : en
Pages : 104
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Author: Seunghee Cha
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 296
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Book Description
Although there has been a rapid growth in online apparel sales and online apparel shopping during the last several years, consumers still have concerns when they purchase apparel products online (ComScore, 2007; Dunne & Lusch, 2005; ITFacts E-commerce, 2007). From the online apparel shoppers' perspective, online apparel shopping involves a considerable level of risk because they cannot inspect and try on apparel products before the purchase. If consumers are not satisfied with the fit, color, or quality of the product after it is delivered, they will most likely want to return the product (Taylor & Cosenza, 2000). The research question of the present study is why some dissatisfied consumers decide to continue online shopping and why others decide to discontinue online shopping when presented with an unsatisfactory online shopping and return experience. Based on the concepts of distributive, procedural, and informational justice, this study examined the direct effect of compensation on distributive justice, the direct effect of efficient return procedures on procedural justice, and the direct effect of information availability of return on informational justice, and the direct effects of perceived distributive, procedural, and informational justice on post-recovery satisfaction. Indirect effects on post-purchase intentions after an unsatisfactory online apparel shopping and return experience were also examined. Furthermore, the present study examined the moderating effect of perceived seriousness of product failure on the relationship between compensation and distributive justice, the relationship between efficient return procedure and procedural justice, and the relationship between information availability for return and informational justice. The moderating effects of shopping orientations, perceived performance risk, and previous experience with online apparel shopping on the relationships between three types of perceived justice and post-recovery satisfaction, and on the relationship between post-recovery satisfaction and post-purchase intentions were also examined. The present study employed a combined experimental and a survey-based method. For the experiments, five scenarios were developed using projective technique. The convenience sampling was conducted. 148 students at Oregon State University participated. Subjects read a scenario in the third person perspective about a consumer returning a product. They were then asked to assess evaluative criteria including distributive justice, procedural justice, informational justice, post-recovery satisfaction, post-purchase intentions, perceived seriousness of product failure, convenience shopping orientation, economic shopping orientation, recreational shopping orientation, perceived performance risk, and previous experience with online apparel shopping. The findings indicated that participants who read a scenario in which a consumer received higher levels of distributive, procedural, and informational justices indicated the consumer would be more satisfied with the service recovery and would develop positive post-purchase intentions. In other words, consumers who had an unsatisfactory online apparel shopping and return experience were perceived as being willing to develop positive post-purchase intentions from the same online store if the e-retailer provided high levels of post-recoveries such as free return shipping fee, both store return option and mail return option, and information availability about return shipping fee. The results supported that the concepts of distributive, procedural, and informational justice may be applicable for understanding consumers who had an unsatisfactory online apparel shopping and return experience. The findings have managerial implications for e-return policies and return procedures. If e-retailers provide high levels of service recoveries with return policies and return procedures in which consumers perceive fair, those consumers may be satisfied with those return policies and return procedures, and then are likely to repurchase apparel products from the same online apparel store. Future research needs to examine the impacts of other factors such merchandise credit, cash refunds, and online help options on perceived justice.
Author: Katia Campo
Publisher:
ISBN:
Category :
Languages : en
Pages : 40
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Author:
Publisher:
ISBN:
Category : Dissertations, Academic
Languages : en
Pages : 858
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Author: Mitsuo Gen
Publisher: Springer
ISBN: 3662472007
Category : Business & Economics
Languages : en
Pages : 1085
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Book Description
This volume provides a complete record of presentations made at Industrial Engineering, Management Science and Applications 2015 (ICIMSA 2015), and provides the reader with a snapshot of current knowledge and state-of-the-art results in industrial engineering, management science and applications. The goal of ICIMSA is to provide an excellent international forum for researchers and practitioners from both academia and industry to share cutting-edge developments in the field and to exchange and distribute the latest research and theories from the international community. The conference is held every year, making it an ideal platform for people to share their views and experiences in industrial engineering, management science and applications related fields.
Author: Thomas W. Gruen
Publisher: iUniverse
ISBN: 1663238502
Category : Business & Economics
Languages : en
Pages : 468
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Book Description
Out-of-Stock and unavailable! In 2020, the perfect storm hit when the COVID-19 pandemic caused shoppers to buy food, toilet paper, and other items in a panic. The result was a large number of items were suddenly out of stock, leading to more buying and an outright crisis. This book takes readers behind the scenes of consumer products retailing, uncovering and explaining the extent, the causes, and the shopper reactions to out-of-stock items. The authors draw on their decades of experience studying the availability of consumer goods to explore how to improve service levels, slash costs, boost efficiency, and enhance customer satisfaction. Whether you’re a manufacturer, wholesaler, retailer, retailer consultant, researcher, member of the media, or a member of a trade association, you’ll discover useful insights in this well-researched book. Shoppers will also enjoy learning the behind-the-scenes details of how items get to the shelves, and how often they are out-of-stock! Here is what the consumer goods industry is saying about Shelf-Confidence: “Shelf-Confidence will provide you with an invaluable collection of documented research, tested insights and actionable conclusions from twenty years of studying the out-of-stock issue.” Milan Turk, Jr., former Vice President, the Procter & Gamble Company “This practical book provides industry benchmarks and best practices to improve availability online and offline.” Olaf Koch, former CEO Metro Group, Partner at Zintinus. “The thorough and practical research in this book will help retailers take waste out of the supply chain, improve omni-channel product availability, and change their game.” Sir Terry Leahy, former CEO Tesco Stores
Author: Carol Ptak
Publisher: Industrial Press
ISBN: 9780831136284
Category : Technology & Engineering
Languages : en
Pages : 0
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Book Description
"An intuitive proven planning and execution method for today's complex and volatile supply chains"--Cover.
Author: Laurens Debo
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
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Stock-outs convey information about the propensity of other consumers to purchase a product and this can increase the willingness of marginally interested consumers to buy. But in order to leverage stock-outs, firms must be able to capture the extra demand. We show how asymmetric inventory allocations to ex ante identical retailers may increase the expected satisfied demand compared to symmetric inventory allocations; when one retailer stocks out, the other retailer faces increased demand, not only due to overflow demand, but also due to an increase in the residual demand triggered by the stock-out information. In short, stock- outs can trigger herding behavior. Taking consumer reactions to stock-outs into account may lead to higher inventory investment (to capture the `herd') and asymmetric inventory allocation (one retailer is `sacrificed' to trigger the herd) for high margin products with a low prior on the quality (i.e. `brand perception'). In other cases, accounting for consumer reactions to stock-outs can lead to lower investment in inventory.
Author: Daniel Fritzen Taylor
Publisher:
ISBN:
Category : Industrial management
Languages : en
Pages : 179
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Book Description
Buy-online-ship-from-store (BOSS) is a relatively new and increasingly popular omnichannel fulfillment strategy for retailers. Shipping from stores allows retailers the capability to offer in-store inventory to online customers. The combined inventory available in stores and their locations closer to the customer make them attractive for online direct-to-consumer order fulfillment. In three essays, we identify statistical-economies-of-scale benefits from this pooling technique across asymmetrical retail channels. Working with a retailer, we detect ship-from-store contributed store stockouts. We also examine consumer behavior in response to stockouts according to the channel of intended purchase. In the first study we use chance constrained analytical models and Monte Carlo simulation to demonstrate the distinctly different inventory pooling behavior caused network-wide when implementing buy-online-ship-from-store. The asymmetrical availability of inventory to online customers versus in-store customers allows for unique to omnichannel captive inventories within stores. When online demand is strong enough, all safety stocks can be redirected to online customers. Otherwise, safety stocks can remain stagnant in the stores. In our second study, we partner with an apparel retailer and distinguish the counter-phenomenon observed in essay one. We observe stores unevenly stocking out when contributing to online demand fulfillment. Using panel data from the 2016 holiday season, we utilize store-based fixed-effects models to show that assigning stores to fulfill local online demand where both channels have strong sales leads to uneven store stockouts across the network. By utilizing consumer experiments, our third study demonstrates that in-store customers are more likely to remain with the retailer and substitute for out-of-stock products. Online customers are more likely to leave the retailer to seek their exact desired product elsewhere. Mitigating strategies for the retailer are additionally examined. We recognize that BOSS can make more inventory available for online customers. Each essay expands the theoretical understanding of omnichannel fulfillment management. Buy-online-ship-from-store is currently being applied by many retailers. Our research is directly applicable in practice. We propose paths to expand the work we have contributed. This dissertation expands our understanding of inventory and stockout behavior regarding omnichannel fulfillment and its impact on retailers and consumers.
