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

作者：

Highlights：

• Consumers expect an immediately accessible and responsive redress from merchants.

• Accessible and responsive redress has an important role when problems occur, mostly for product prices.

• Accessible and responsive redress becomes an issue when the consumer wants compensation.

• Traditional litigation to seek redress is neither appropriate nor necessary.

摘要

•Consumers expect an immediately accessible and responsive redress from merchants.•Accessible and responsive redress has an important role when problems occur, mostly for product prices.•Accessible and responsive redress becomes an issue when the consumer wants compensation.•Traditional litigation to seek redress is neither appropriate nor necessary.

论文关键词：B2C e-commerce,Complaint handling procedures,Consumer complaints,Merchant redress,Online business,Non-positivist research,Politics,Law and economy,Qualitative methods,Redress procedures,Trust

论文评审过程：Received 14 April 2016, Accepted 14 April 2016, Available online 19 April 2016, Version of Record 19 April 2016.

论文官网地址：https://doi.org/10.1016/j.elerap.2016.04.006