the provision of service delivery information prior to purchase: a missed opportunity

Type | Journal Article
Abstract | The purpose of this study is to investigate Western and Central European consumers and web retailers with respect to the importance and accessibility of online prior to purchase. To investigate the importance and accessibility of online, a survey was conducted of 715 internet consumers from the UK, Hungary and the Czech Republic to explore how important they rate online . In addition to this, retailing web sites from leading retailers in the UK, Hungary and the Czech Republic were content analyzed in order to establish the extent to which they provided online . The research identifies that consumers rate delivery pricing guides, delivery guarantees and delivery schedules as the most important they expect online prior to purchase. However, content analysis of retailer web sites reveals that many retailers do not adequately provide information about how they “guarantee product delivery”.
Ref | Page-Thomas, K., Moss, G., Chelly, D. and Yabin, S. (2006). The Provision of Service Prior to Purchase: A Missed Opportunity, International Journal of Retailing & Distribution Management, 34 (4/5): 258-277.

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Keywords: delivery information, europe, Internet retailing
Categories: researching