Redress provides a formalized recourse to consumers in lodging complaints against poor customer service. Its importance is heightened in the realm of B2C e-business where traditional means of establishing rapport with brick-and-mortar stores do not exist. However, redress has yet to be aptly understood and the study of its role in e-business has been sparse. This paper presents an exploration into the role of redress in online B2C transactions, through the perceptions of a selected group of online consumers, with key implications for online business practices and customer relationship management.
Eang Ong, Chin; Sarkar, Pradip; and Chan, Caroline, "The Role of Redress in B2C E-Business: An Exploratory Study of Consumer Perceptions" (2011). BLED 2011 Proceedings. 23.