Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 54, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2019.101942
Keywords
After delivery services; Satisfaction with services; Trust in retailer; Repurchase intention
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Funding
- Sichuan University [skbsh2019-04]
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This study empirically examines the influence of after delivery services on customer perception of satisfaction, trust, and repurchase intention. Data from 262 survey respondents, analyzed through structural equation modeling, indicate three critical after service factors related to customer satisfaction: product exchange, returns, and refunds. Analyses also indicate significant mediating effects of customer satisfaction and trust with after delivery services upon repurchase intention. Results reveal that customer satisfaction with services also mediate the relationship between after delivery services and consumers' trust in the retailer. The findings suggest implications for management and future research directions.
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