Abstract

XIMENES DE ALMEIDA, Celso; AGUIAR MENDES, Gabriel; ALVES GOMES, Josemeire  and  DE OLIVEIRA ARRUDA GOMES, Danielle Miranda. YOU SOLVED MY PROBLEM, BUT I WON'T BUY FROM YOU ANYMORE! WHY DON'T CONSUMERS WANT TO GO BACK DOING BUSINESS IN ONLINE STORES?. Innovar [online]. 2017, vol.27, n.65, pp.57-68. ISSN 0121-5051.  https://doi.org/10.15446/innovar.v27n65.65061.

Poor management of post-sales relationships between companies and online buyers can create negative responses towards second purchase intentions. The objective of this study is to understand the reasons of online consumers for not wanting to buy again products and services from companies, even if their problems have been solved. For this, a qualitative analysis was performed. The data were collected through the analysis of 200 consumers' claims to four online retail companies. Results indicate that the most frequent reasons for consumers not wanting to repurchase are: logistics problems, expensive solutions to problems and issues with complaints-handling. It was identified that problem-solving processes between companies and clients generally occur in a peaceful manner, being reimbursement quoted as the favorite solution among the analyzed reports.

Keywords : E-commerce; dissatisfaction; online purchase; complaint.

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