• Seminari: «Investigating Consumer Response to Multiple Stockouts in an Omni-Channel Retail Environment»

  • Start: Friday, 15 October 15:00
    End: Friday, 15 October 16:00
  • Universitat de les Illes Balears, Carretera de Valldemossa, Palma, Espanya
  • A les 15 hores.

    En línia.

    A càrrec de Ronn Smith (Universty of Wyoming).

    To prevent customers from leaving stores empty-handed when encountering a stockout, retailers increasingly leverage their inventory visibility and order fulfillment capabilities to implement save-the-sale tactics. Retailers have several logistical service options available in designing stockout recovery initiatives, such as “buy at store – ship from (different) store” and “buy at store – ship from DC,” leading to different order fulfillment speeds. In addition, there is the home delivery approach, which is generally more convenient to customers than the option of store delivery for customer pick-up. In this paper we explore how customers evaluate and respond to varying elements of these save-the-sale stockout recovery services when experiencing an in-store stockout. Using expectation disconfirmation theory and building on literature in service recovery we develop a series of experiments to provide empirical evidence for how customers assess specific stockout situations and how retailers can recover from the stockout.