Consumer Response to Online Apparel Stockouts

被引：71

作者：

Kim, Minjeong ^{[1
]}

Lennon, Sharron J. ^{[2
]}

机构：

[1] Oregon State Univ, Dept Design & Human Environm, Merchandising Management Program, Corvallis, OR 97331 USA

[2] Univ Delaware, Newark, DE 19716 USA

来源：

PSYCHOLOGY & MARKETING | 2011年 / 28卷 / 02期

关键词：

BACKGROUND MUSIC; CONSUMPTION; IMPACT; EMOTIONS; SATISFACTION; INTENTIONS; PATRONAGE; PRODUCTS; MODEL; IMAGE;

D O I：

10.1002/mar.20383

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

In two online experiments this research investigated the process by which consumers respond to online apparel stock outages (or stockouts) and examined the effectiveness of managerial responses in mitigating the adverse impact of stockouts. Results of Experiment 1 demonstrated that negative emotions evoked by stockouts depressed perception of store image, lowered decision satisfaction, and reduced behavioral intent. In addition, the effect of negative emotion on behavioral intent was mediated by perception of store image and decision satisfaction. The results of Experiment 2 showed that financial compensation was most effective in mitigating the negative impact of out-of-stock occurrences on consumer responses. (C) 2011 Wiley Periodicals, Inc.

引用

页码：115 / 144

页数：30

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