Why do buyers complain about online purchases?
| Autor(a) principal: | |
|---|---|
| Data de Publicação: | 2012 |
| Outros Autores: | , |
| Tipo de documento: | Artigo |
| Idioma: | eng por |
| Título da fonte: | BBR. Brazilian Business Review (English edition. Online) |
| Texto Completo: | http://www.bbronline.com.br/index.php/bbr/article/view/244 |
Resumo: | 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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Why do buyers complain about online purchases?Por que consumidores reclamam de compras online?Online complaintsdissatisfactiononline purchasesReclamação onlineInsatisfaçãoCompras onlineConsumers 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.Consumidores que compram em canais online não se sentem plenamente atendidos, sendo frequentes as reclamações sobre diferentes etapas do serviço. Para identificar motivos de tais reclamações, foram selecionadas, aleatoriamente, no principal website brasileiro de reclamações, 720 manifestações dirigidas aos três varejistas online mais reclamados ao longo de um ano, que foram submetidas à análise do conteúdo. Os resultados revelam os motivos mais frequentes para reclamações dos consumidores online: falhas no atendimento pós-venda, atrasos e falhas nas entregas e falhas relacionadas a políticas de troca e de devolução. O método aqui utilizado e os resultados obtidos constituem contribuição relevante para a literatura sobre o tema. Por sua simplicidade e baixo custo de aplicação, o método poderá facilmente ser empregado por empresas para revelar motivos de insatisfação dos consumidores com o canalonline, oferecendo subsídios para o aprimoramento de processos.FUCAPE Business Shool2012-10-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleArtigo revisado pelos paresapplication/pdfapplication/pdfhttp://www.bbronline.com.br/index.php/bbr/article/view/24410.15728/bbr.2012.9.4.6Brazilian Business Review; Vol. 9 No. 4 (2012): October to December 2012; 127-150Brazilian Business Review; v. 9 n. 4 (2012): Outubro a Dezembro de 2012; 127-1501808-23861807-734Xreponame:BBR. Brazilian Business Review (English edition. Online)instname:Fucape Business School (FBS)instacron:FBSengporhttp://www.bbronline.com.br/index.php/bbr/article/view/244/369http://www.bbronline.com.br/index.php/bbr/article/view/244/370Hor-Meyll, Luis FernandoBarreto, Marcelo BarreirosAraujo, Fábio Francisco deinfo:eu-repo/semantics/openAccess2018-11-06T19:54:29Zoai:ojs.pkp.sfu.ca:article/244Revistahttps://www.bbronline.com.br/index.php/bbr/indexONGhttp://www.bbronline.com.br/index.php/bbr/oai|| bbronline@bbronline.com.br1808-23861808-2386opendoar:2018-11-06T19:54:29BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)false |
| dc.title.none.fl_str_mv |
Why do buyers complain about online purchases? Por que consumidores reclamam de compras online? |
| title |
Why do buyers complain about online purchases? |
| spellingShingle |
Why do buyers complain about online purchases? Hor-Meyll, Luis Fernando Online complaints dissatisfaction online purchases Reclamação online Insatisfação Compras online |
| title_short |
Why do buyers complain about online purchases? |
| title_full |
Why do buyers complain about online purchases? |
| title_fullStr |
Why do buyers complain about online purchases? |
| title_full_unstemmed |
Why do buyers complain about online purchases? |
| title_sort |
Why do buyers complain about online purchases? |
| author |
Hor-Meyll, Luis Fernando |
| author_facet |
Hor-Meyll, Luis Fernando Barreto, Marcelo Barreiros Araujo, Fábio Francisco de |
| author_role |
author |
| author2 |
Barreto, Marcelo Barreiros Araujo, Fábio Francisco de |
| author2_role |
author author |
| dc.contributor.author.fl_str_mv |
Hor-Meyll, Luis Fernando Barreto, Marcelo Barreiros Araujo, Fábio Francisco de |
| dc.subject.por.fl_str_mv |
Online complaints dissatisfaction online purchases Reclamação online Insatisfação Compras online |
| topic |
Online complaints dissatisfaction online purchases Reclamação online Insatisfação Compras online |
| description |
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. |
| publishDate |
2012 |
| dc.date.none.fl_str_mv |
2012-10-01 |
| dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Peer-reviewed Article Artigo revisado pelos pares |
| format |
article |
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publishedVersion |
| dc.identifier.uri.fl_str_mv |
http://www.bbronline.com.br/index.php/bbr/article/view/244 10.15728/bbr.2012.9.4.6 |
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http://www.bbronline.com.br/index.php/bbr/article/view/244 |
| identifier_str_mv |
10.15728/bbr.2012.9.4.6 |
| dc.language.iso.fl_str_mv |
eng por |
| language |
eng por |
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http://www.bbronline.com.br/index.php/bbr/article/view/244/369 http://www.bbronline.com.br/index.php/bbr/article/view/244/370 |
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info:eu-repo/semantics/openAccess |
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openAccess |
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application/pdf application/pdf |
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FUCAPE Business Shool |
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FUCAPE Business Shool |
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Brazilian Business Review; Vol. 9 No. 4 (2012): October to December 2012; 127-150 Brazilian Business Review; v. 9 n. 4 (2012): Outubro a Dezembro de 2012; 127-150 1808-2386 1807-734X reponame:BBR. Brazilian Business Review (English edition. Online) instname:Fucape Business School (FBS) instacron:FBS |
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Fucape Business School (FBS) |
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FBS |
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FBS |
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BBR. Brazilian Business Review (English edition. Online) |
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BBR. Brazilian Business Review (English edition. Online) |
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BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS) |
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|| bbronline@bbronline.com.br |
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