After-Sales Attributes in E-Commerce: A Systematic Literature Review and Future Research Agenda
Abstract
:1. Introduction
2. Methodological Procedures
2.1. First Step: Assembling
2.2. Second Step: Arranging
2.3. Third Step: Assessing
3. Results
3.1. Structured Review
3.1.1. Trends and Thematic Analysis: After-Sales Customer Services
Fulfillment
Return and Refund
Customer Support
Ratings and Comments
3.1.2. World Cloud
3.1.3. Typological Analysis
3.2. Bibliometric Review
3.2.1. Descriptive Analysis of the Corpus
3.2.2. Bibliographic Coupling Analysis
4. Discussion
5. Conclusions and Future Research Agenda
5.1. Future Research Agenda
5.1.1. Exclusive After-Sales Studies
5.1.2. Longitudinal Studies: Detailing the After-Sales Journey, Relationship between Constructs and Purchase Recurrence
5.1.3. Post-Purchase Behavior
5.1.4. Application of the Studies in Different Market Contexts and Geographical Regions
5.1.5. Delving Deeper into Each of the Clusters Presented in this Review
5.1.6. eWOM and Disconfirmation and Dissonance Concepts
5.1.7. The Role of Technology in the Development of Post-Purchase E-Commerce
5.2. Limitations
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
Appendix A
Authors | Title | Journal | Year |
---|---|---|---|
Burroughs, R.E., Sabherwal, R. [45] | Determinants of retail electronic purchasing: A multi-period investigation | INFOR | 2022 |
Cao, Y., Gruca, T.S. [19] | The influence of pre- and post-purchase service on prices in the online book market | Journal of Interactive Marketing | 2004 |
Posselt, T., Gerstner, E. [12] | Pre-sale vs. post-sale e-satisfaction: Impact on repurchase intention and overall satisfaction | Journal of Interactive Marketing | 2005 |
Otim S., Grover, V. [62] | An empirical study on Web-based services and customer loyalty | European Journal of Information Systems | 2006 |
Yun, Z.-S., Good, L.K. [65] | Developing customer loyalty from e-tail store image attributes | Managing Service Quality: An International Journal | 2007 |
Khalifa, M., Liu, V. [86] | Online consumer retention: Contingent effects of online shopping habit and online shopping experience | European Journal of Information Systems | 2007 |
Choudhury, V; Karahanna, E [89] | The relative advantage of electronic channels: A multidimensional view | MIS Quarterly | 2008 |
Khalifa, M; Shen, KN [68] | Modelling electronic customer relationship management success: functional and temporal considerations | Behaviour and Information Technology | 2009 |
Clegg, B., Melián Alzola L., Padrón Robaina V. [20] | The impact of pre-sale and post-sale factors on online purchasing satisfaction: a survey | International Journal of Quality and Reliability Management | 2010 |
Yongqing, Y., Nan, L., Meijian, L., Shanshan, L. [73] | Study on the effects of logistics service quality on consumers’ post-purchase behavior of online shopping | Advances in Information Sciences and Service Sciences | 2011 |
Chen, H. [98] | The impact mechanism of consumer-generated comments of shopping sites on consumer trust | Journal of Computers | 2011 |
Hsin Chang, H., Wang, H.-W. [57] | The moderating effect of customer perceived value on online shopping behaviour | Online Information Review | 2011 |
Kim, DJ [48] | An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation | Information Systems and E-business Management | 2012 |
Kuo, YF; Wu, CM [51] | Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions | International Journal of Information Management | 2012 |
Endo S., Yang J., Park J. [75] | The investigation on dimensions of e-satisfaction for online shoes retailing | Journal of Retailing and Consumer Services | 2012 |
Jiang, L; Yang, ZL; Jun, M [67] | Measuring consumer perceptions of online shopping convenience | Journal of Service Management | 2013 |
Taylor, S.A., Donovan, L.A.N., Ishida, C. [83] | Consumer Trust and Satisfaction in the Formation of Consumer Loyalty Intentions in Transactional Exchange: The Case of a Mass Discount Retailer | Journal of Relationship Marketing | 2014 |
Park, I; Cho, J; Rao, HR [43] | The Dynamics of Pre- and Post-purchase Service and Consumer Evaluation of Online Retailers: A Comparative Analysis of Dissonance and Disconfirmation Models | Decision Sciences | 2015 |
Mpinganjira, M. [47] | An investigation of customer attitude towards online stores | African Journal of Science, Technology, Innovation and Development | 2016 |
Lin C., Lekhawipat W. [85] | How Customer Expectations Become Adjusted After Purchase | International Journal of Electronic Commerce | 2016 |
Chen, L; Lu, M; Tu, YB [94] | After Auction’s Complete: What Will Buyers Do Next?—A Case Study of Feedback Rating at eBay | International Journal of E-business Research | 2017 |
Qazi A., Tamjidyamcholo A., Raj R.G., Hardaker G., Standing C. [49] | Assessing consumers’ satisfaction and expectations through online opinions: Expectation and disconfirmation approach | Computers in Human Behavior | 2017 |
Nawi N.B.C., Al-Mamun A. [63] | Customer satisfaction of online apparel businesses in Malaysia: Point-purchase and post-purchase comparison | International Journal of Business Innovation and Research | 2017 |
Kumar, A; Anjaly, B [2] | How to measure post-purchase customer experience in online retailing? A scale development study | International Journal of Retail and Distribution Management | 2017 |
Kotni, VVDP [71] | Paradigm Shift from Attracting Footfalls for Retail Store to Getting Hits for E-stores: An Evaluation of Decision-making Attributes in E-tailing | International Journal of Production Economics | 2017 |
Xu, X; Zeng, S; He, YJ [74] | The influence of e-services on customer online purchasing behavior toward remanufactured products | Consumer willingness to pay across retail channels | 2017 |
Tseng, A. [55] | Why do online tourists need sellers’ ratings? Exploration of the factors affecting regretful tourist e-satisfaction | Tourism Management | 2017 |
Wu J., Fan S., Zhao J.L. [95] | Community engagement and online word of mouth: An empirical investigation | Information and Management | 2018 |
Mohapatra S., Sahu K.C. [80] | Empirical research on the adoption and diffusion of e-commerce portals | International Journal of Business Innovation and Research | 2018 |
Kaur, S. [70] | Online shopping preferences of consumers—The web experience and purchase pattern | JIMS8M—The Journal of Indian Management and Strategy | 2018 |
Cao, YX; Ajjan, H; Hong, P [50] | Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison | Asia Pacific Journal of Marketing and Logistics | 2018 |
Pham, QT; Tran, XP; Misra, S; Maskeliunas, R; Damasevicius, R [72] | Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam | Sustainability | 2018 |
Luo, XQ; Lee, JJ [77] | The Effect of Post-Purchase Discount Format on Consumers’ Perception of Loss and Willingness to Return | Journal of Asian Finance Economics and Business | 2018 |
Lin, CH; Wei, YH; Lekhawipat, W [13] | Time effect of disconfirmation on online shopping | Behaviour and Information Technology | 2018 |
Jacobsen, S. [54] | Why did I buy this?: The effect of WOM and online reviews on post purchase attribution for product outcomes | Journal of Research in Interactive Marketing | 2018 |
Al-Adwan, A.S. [88] | Revealing the influential factors driving social commerce adoption | Interdisciplinary Journal of Information, Knowledge, and Management | 2019 |
Yang, S; Xiong, GY [81] | Try It On! Contingency Effects of Virtual Fitting Rooms | Journal of Management Information Systems | 2019 |
Freitas, A.L.P., De Souza Gomes Dos Santos A.C. [76] | Using a multicriteria approach to identify factors that influence e-tailing service quality | International Journal of Electronic Marketing and Retailing | 2019 |
Palacios, S., Jun, M. [46] | An exploration of online shopping convenience dimensions and their associations with customer satisfaction | International Journal of Electronic Marketing and Retailing | 2020 |
Iqbal S., Bhatti Z.A., Khan M.N. [82] | Assessing e-service quality of B2C sites: a proposed framework | International Journal of Information Technology (Singapore) | 2020 |
Gupta, P; Sachan, A; Kumar, R [66] | Different stages of the e-service delivery system process: belief-attitude-intention framework | International Journal of Retail and Distribution Management | 2020 |
Bi, Y; Kim, I [69] | Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites | Sustainability | 2020 |
Shahbaz H., Li Y., Li W. [87] | Psychological contract-based Consumer Repurchase behavior on Social commerce platform: An Empirical study | KSII Transactions on Internet and Information Systems | 2020 |
Javed, MK; Wu, M; Qadeer, T; Manzoor, A; Nadeem, AH; Shouse, RC [24] | Role of Online Retailers’ Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers | Frontiers in Psychology | 2020 |
Chen, JW; Ma, Y [52] | What constitutes excellent user experience in online consumers’ return services? | International Journal of Services Technology and Management | 2020 |
Lin, HH; Tseng, TH; Yeh, CH; Liao, YW; Wang, YS [53] | What drives customers’ post-purchase price search intention in the context of online price matching guarantees | Journal of Retailing and Consumer Services | 2020 |
Purohit, HKS; Deokuje, AS [61] | An Empirical Study of Online Consumer Behavior for Apparel and Electronics Segment | Bioscience Biotechnology Research Communications | 2021 |
Liu Y., Gan W.-X., Zhang Q. [96] | Decision-making mechanism of online retailer based on additional online comments of consumers | Journal of Retailing and Consumer Services | 2021 |
Dospinescu O., Dospinescu N., Bostan I. [64] | Determinants of e-commerce satisfaction: a comparative study between Romania and Moldova | Kybernetes | 2021 |
Tata, SV; Prashar, S; Parsad, C [84] | Examining the influence of satisfaction and regret on online shoppers’ post-purchase behaviour | Benchmarking—An International Journal | 2021 |
Stöcker, B., Baier, D., Brand, B.M. [14] | New insights in online fashion retail returns from a customers’ perspective and their dynamics | Journal of Business Economics | 2021 |
Mu, JF; Zhang, JZ [97] | Seller marketing capability, brand reputation, and consumer journeys on e-commerce platforms | Journal of the Academy of Marketing Science | 2021 |
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Database | String | Result |
---|---|---|
Scopus | TITLE-ABS-KEY ((“after sale *” OR “after-sale *” OR “aftersale *” OR “post purchase” OR “post-purchase” OR “post sale *” OR “post-sale *”) AND (“digital commerce” OR “ecommerce” OR “e-commerce” OR “electronic commerce” OR “digital sale *” OR “digital retail *” OR “e-retail *” OR “online retail *” OR “online shopping” OR “e-tail *” OR “electronic retail *” OR “e-shopping” OR “eshopping” OR “electronic shopping” OR “internet retail channel” OR “e-procurement” OR “web retail *” OR “electronic marketplace”)) AND (LIMIT-TO (LANGUAGE, “English”)) | 177 |
Web of Science | TS = ((“after sale *” OR “after-sale *” OR “aftersale *” OR “post purchase” OR “post-purchase” OR “post sale *” OR “post-sale *”) AND (“digital commerce” OR “ecommerce” OR “e-commerce” OR “electronic commerce” OR “digital sale *” OR “digital retail *” OR “e-retail *” OR “online retail *” OR “online shopping” OR “e-tail *” OR “electronic retail *” OR “e-shopping” OR “eshopping” OR “electronic shopping” OR “internet retail channel” OR “e-procurement” OR “web retail *” OR “electronic marketplace”)) | 115 |
Class 1: E-commerce Business | Class 2: Business and Technology | Class 3: Post-Purchase Behavior | Class 4: After-sales Attributes | ||||||||
---|---|---|---|---|---|---|---|---|---|---|---|
Classification: 17.49% | Classification: 18.58% | Classification: 32.79% | Classification: 31.15% | ||||||||
Word | Chi2 | p-Value | Word | Chi2 | p-Value | Word | Chi2 | p-Value | Word | Chi2 | p-Value |
community | 24.26 | 0.00000 | electronic | 21.69 | 0.00000 | satisfaction | 20.97 | 0.00000 | return | 20.24 | 0.00001 |
seller | 23.85 | 0.00000 | internet | 17.19 | 0.00003 | mode | 20.19 | 0.00001 | literature | 18.49 | 0.00002 |
platform | 23.48 | 0.00000 | display | 13.37 | 0.00026 | stage | 14.42 | 0.00015 | attribute | 17.08 | 0.00004 |
brand | 15.87 | 0.00007 | price | 13.05 | 0.00030 | repurchase intention | 14.42 | 0.00015 | store | 16.31 | 0.00005 |
information | 14.85 | 0.00012 | purchase | 12.46 | 0.00042 | pre-purchase | 12.37 | 0.00044 | order | 11.36 | 0.00075 |
outcome | 14.39 | 0.00015 | perception | 11.51 | 0.00069 | disconfirmation | 10.54 | 0.00117 | country | 11.36 | 0.00075 |
feedback | 14.39 | 0.00015 | product | 10.00 | 0.00157 | emotion | 10.54 | 0.00117 | China | 11.36 | 0.00075 |
reputation | 14.39 | 0.00015 | remanufactured | 8.61 | 0.00335 | empirically | 10.54 | 0.00117 | track | 11.36 | 0.00075 |
capability | 14.39 | 0.00015 | buy | 8.61 | 0.00335 | expectation | 10.29 | 0.00134 | ship | 11.36 | 0.00075 |
eBay | 14.39 | 0.00015 | commerce | 8.52 | 0.00351 | recovery | 8.38 | 0.00379 | e-tail | 9.04 | 0.00264 |
review | 11.14 | 0.00084 | usefulness | 7.16 | 0.00747 | confirmation | 8.38 | 0.00379 | maintenance | 9.04 | 0.00264 |
offer | 10.40 | 0.00126 | strategy | 7.16 | 0.00747 | relationship | 6.72 | 0.00951 | instrument | 9.04 | 0.00264 |
potential | 10.40 | 0.00126 | comments | 5.83 | 0.01575 | loyalty | 6.69 | 0.00970 | fashion | 9.04 | 0.00264 |
commerce | 9.64 | 0.00190 | technology | 5.83 | 0.01575 | expectancy | 6.25 | 0.01240 | Taiwan | 7.88 | 0.00501 |
medium | 9.38 | 0.00220 | social | 5.59 | 0.01808 | post-purchase intention | 6.25 | 0.01240 | company | 7.88 | 0.00501 |
behavior | 8.38 | 0.00379 | discount | 4.66 | 0.03083 | consumer satisfaction | 6.25 | 0.01240 | manager | 7.88 | 0.00501 |
e-commerce | 6.16 | 0.01305 | adoption | 4.66 | 0.03083 | post-purchase | 5.64 | 0.01753 | support | 7.55 | 0.00599 |
regretful | 5.11 | 0.02375 | vendor | 4.66 | 0.03083 | framework | 5.20 | 0.02259 | exchange | 7.50 | 0.00616 |
journey | 5.11 | 0.02375 | construct | 4.66 | 0.03083 | habit | 5.20 | 0.02259 | post-sales services | 6.74 | 0.00942 |
offering | 5.11 | 0.02375 | sustainable | 4.66 | 0.03083 | convenience | 5.05 | 0.02457 | scientific | 6.74 | 0.00942 |
firm | 4.55 | 0.03301 | operation | 4.66 | 0.03083 | process | 4.38 | 0.03636 | e-retailer | 5.72 | 0.01677 |
retailer | 4.13 | 0.04216 | apparel | 4.66 | 0.03083 | gap | 5.72 | 0.01677 |
Journal | Ranking | Frequency |
---|---|---|
Journal of Retailing and Consumer Services | 1 | 3 |
Behaviour and Information Technology | 2 | 2 |
European Journal of Information Systems | 3 | 2 |
International Journal of Business Innovation and Research | 4 | 2 |
International Journal of Electronic Marketing and Retailing | 5 | 2 |
International Journal of Retail and Distribution Management | 6 | 2 |
Journal of Interactive Marketing | 7 | 2 |
Sustainability | 8 | 2 |
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© 2023 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
Share and Cite
Ferraz, R.M.; da Veiga, C.P.; da Veiga, C.R.P.; Furquim, T.S.G.; da Silva, W.V. After-Sales Attributes in E-Commerce: A Systematic Literature Review and Future Research Agenda. J. Theor. Appl. Electron. Commer. Res. 2023, 18, 475-500. https://doi.org/10.3390/jtaer18010025
Ferraz RM, da Veiga CP, da Veiga CRP, Furquim TSG, da Silva WV. After-Sales Attributes in E-Commerce: A Systematic Literature Review and Future Research Agenda. Journal of Theoretical and Applied Electronic Commerce Research. 2023; 18(1):475-500. https://doi.org/10.3390/jtaer18010025
Chicago/Turabian StyleFerraz, Rodolfo Magalhães, Claudimar Pereira da Veiga, Cassia Rita Pereira da Veiga, Thales Stevan Guedes Furquim, and Wesley Vieira da Silva. 2023. "After-Sales Attributes in E-Commerce: A Systematic Literature Review and Future Research Agenda" Journal of Theoretical and Applied Electronic Commerce Research 18, no. 1: 475-500. https://doi.org/10.3390/jtaer18010025