Current Issue : July - September Volume : 2021 Issue Number : 3 Articles : 5 Articles
Customer complaint behavior (CCB) is defined as an action that is associated with the evaluation of the consumer experience with the consumption of the product. The product consumption outcome may be positive or negative depending upon the quality of the product and the needs of the consumer. The current research aims to contemplate online consumer behavior and its relationship with the online retail sector. It was found that by developing interactive platforms, the consumers can directly connect with the company and share their grievances and feedback with them. It will help the company to get understanding the needs and wants of the consumers and modify the product or service accordingly to meet their demands. It also includes adopting different marketing tools such as affiliate marketing, referral marketing, blogs, and social media marketing that are used by online retailers to improve consumer service levels....
This paper investigates a dual-channel supply chain consisting of a manufacturer and a retailer, where the retailer exhibits vertical and horizontal fairness concerns. The manufacturer or the retailer direct selling and e-commerce platform agency selling modes are employed to characterize the impact of retailer’s fairness concerns on the online channel mode strategy. Results show that the retailer’s fairness concerns only affect the wholesale price and online channel mode strategy. Without the retailer’s fairness concerns, the manufacturer direct selling mode is the best strategy for the manufacturer, which harms the retailer’s utility. With the retailer’s fairness concerns, the manufacturer may choose the manufacturer direct selling or e-commerce platform agency selling mode. When the fairness concern parameters meet a certain range, the e-commerce platform agency selling mode strategy is better for the supply chain members, which can solve the interest conflict between supply chain members. These research findings help dual-channel supply chain members understand how to choose the channel structure strategy to balance the supply chain members’ interests by considering fairness concerns....
This article presents an original methodology of consumer assessments of satisfaction with the quality of a product/service based on N. Kano's model; the article describes a study of customer satisfaction with the technical quality of Moscow underground (metro) services carried out in accordance with the methodology developed by the authors aimed at justifying management decisions to increase the competitiveness of metro system. Within the framework of the author's methodology, the relative importance of product attributes, including rail transport services, was determined; the calculation of descriptive statistics indicators for each attribute was carried out; for each attribute, the indices of influence on passengers’ satisfaction and dissatisfaction with services were calculated according to R. Best method; the total index of attribute influence on consumer satisfaction was determined; the matrix for interpreting quality categories developed by M. Timko was modified; as well as a comprehensive determination of the impact of an attribute on consumer satisfaction. This methodology makes it possible to highlight problem points in the competitiveness of services and make management decisions to improve them. The authors propose the following management solutions to improve the competitiveness of Moscow underground (metro) services based on the developed methodology: making capital investments in the introduction of important and attractive attributes of technical quality of Moscow underground...............
At present, Chinas retail industry has been completely opened to the outside world, and it is exactly the same. The retail industry has become one of Chinas most market-oriented and competitive industries. At the same time, the changes in consumer demand are becoming more and more diversified. In order to meet the diversified and personalized needs of consumers, retail companies must continue to increase investment in services, management, marketing, and branding. This paper combines virtual technology and 5G mobile communication technology to design and realize a set of 3D virtual fitting system. According to peoples fitting needs, the research is carried out from two aspects: clothing style and body type matching degree and clothing fabric drape. In the comparison of body shape test results with conventional body shape judgment experience, the correct rate of the virtual fitting systems body shape judgment was 86%, and the error rate was 14%. In the comparison of online shopping data of consumers on different communication networks, it was found that the speed of different networks is different. The shopping experience has a relatively large impact. As a newly developed network mobile communication technology, 5Gs ultra-high speed advantage has a great impact on the consumer experience; in the analysis and comparison of the traditional operation mode and the combination of online and offline operation modes, it is concluded that the traditional marketing model is far from meeting peoples current life needs, and new retail is catering to the consumer needs of people in the new era....
Shopping is a major household activity that consumes time and other resources. This paper represents an attempt to construct a unified model of shopping activity by drawing on the households’ production approach. A formal treatment is presented that takes into account the explicit relationships between households’ temporal and monetary resources, stage of family life cycle, their subjective shopping preferences, and shopping behavior. Emerged propositions make the study of time use for shopping increasingly amenable....
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