What constitutes excellent user experience in online consumers' return services?
by Jingwen Chen; Yan Ma
International Journal of Services Technology and Management (IJSTM), Vol. 26, No. 4, 2020

Abstract: More transactions of the commodities are in digital as the development of the internet conditions. However, non-face-to-face transactions may lead to one main problem, which is the possibility that commodities fail to meet consumers' expectations and the inevitable occurrence of return problems. Hence, improving the return service experience of customers and building their trust have become the focus of business considerations. The author studied 1,002 after-sales review samples based on the research model on the influencing factors of online consumers' return service satisfaction. By compiling and labelling the sample data, the author quantified consumers' emotion through emotion analysis and multiple linear regressions. This study provides basis for businesses to improve the quality of return service by validating and explaining the research model.

Online publication date: Fri, 29-May-2020

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