Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences

作者：

Highlights：

• We propose online consumer experiences (OCEs) for psychological recovery.

• We conducted 2 studies, and 1078 online shoppers participated in this study.

• OCEs could increase satisfaction and reduce complaint during delivery delay.

• Desire for control moderated the OCEs effects.

• Consumer susceptibility to interpersonal influence moderated the OCEs effects.

摘要

•We propose online consumer experiences (OCEs) for psychological recovery.•We conducted 2 studies, and 1078 online shoppers participated in this study.•OCEs could increase satisfaction and reduce complaint during delivery delay.•Desire for control moderated the OCEs effects.•Consumer susceptibility to interpersonal influence moderated the OCEs effects.

论文关键词：Online shopping delivery delay,Psychological recovery strategies,Online consumer experiences,Machine interactivity,Person interactivity

论文评审过程：Available online 9 April 2013.

论文官网地址：https://doi.org/10.1016/j.chb.2013.03.004