The Role of Redress in B2C E-Business

被引：0
|
作者：
Ong, Chin Eang [1 ]
Singh, Mohini [1 ]
机构：
[1] RMIT Univ, Melbourne, Vic, Australia
来源：
22ND BLED ECONFERENCE-EENABLEMENT: FACILITATING AN OPEN, EFFECTIVE AND REPRESENTATIVE ESOCIETY | 2009年
关键词：
B2C E-Business; Consumer Complaint; Redress; Trust; WORD-OF-MOUTH; E-COMMERCE; CONSUMER TRUST; CUSTOMER; BEHAVIOR; SERVICE; SATISFACTION; PRIVACY; IMPACT; TRANSACTION;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Redress is an important customer support mechanism in B2C e-business to win customer confidence in online purchases. Although some form of redress has been considered in different parts of the world, it is still at an inception stage regarding its application to B2C e-business. This paper introduces redress and provides an explanation of themes related to redress in B2C e-business identified from a review of literature. The focus of this paper is on the role of redress in B2C e-business; allowing consumers access redress, and how redress an important aspect of customer relationship management as well as trust in B2C e-business. The paper highlights the need for research on redress in B2C e-business.
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页码：607 / 622
页数：16
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