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Redress procedures expected by consumers during a business-to-consumer e-commerce dispute

Ong, CE and Teh, D (2016) Redress procedures expected by consumers during a business-to-consumer e-commerce dispute. Electronic Commerce Research and Applications, 17. pp. 150-160. ISSN 1567-4223

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Redress is concerned with internal complaint-handling procedures through which consumers seek compensation or to rectify the problems that occur during e-commerce transactions. It also serves as an important determinant of consumer confidence and trust. Studies of redress have received much attention, where the focus is largely in the context of traditional litigation procedures in offline business. This paper focuses on the types of redress procedures consumers expected in response to B2C e-commerce complaints, by analysing the experiences and viewpoint of a select group of online consumers and merchants located in Melbourne, Australia. The research reveals that when problems occur in B2C e-commerce transactions, consumers require and expect an immediate accessible and responsive redress procedure from merchants. This suggests that traditional litigation to seek redress is impractical and not a favourable option for consumers or merchants.

Item Type: Article
Uncontrolled Keywords: Social Sciences; Science & Technology; Technology; Business; Computer Science, Information Systems; Computer Science, Interdisciplinary Applications; Business & Economics; Computer Science; B2C e-commerce; Complaint handling procedures; Consumer complaints; Merchant redress; Online business; Non-positivist research; Politics; Law and economy; Qualitative methods; Redress procedures; Trust; SERVICE FAILURE; ONLINE; RECOVERY; LAW; TRANSACTION; COMPLAINTS; INTERNET; CHOICE; TRUST; POWER; 0806 Information Systems; 1402 Applied Economics; Information Systems
Subjects: H Social Sciences > HF Commerce > HF5001 Business
H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing. Distribution of Products
T Technology > T Technology (General)
Divisions: Liverpool Business School
Publisher: Elsevier
SWORD Depositor: A Symplectic
Date Deposited: 25 Jan 2024 10:25
Last Modified: 25 Jan 2024 10:30
DOI or ID number: 10.1016/j.elerap.2016.04.006
URI: https://researchonline.ljmu.ac.uk/id/eprint/22264
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