Abandonment Issues: Why Consumers Abandon Online Shopping Carts

Rochanapon, Pemika; Stankovic, Michelle; Barber, Matthew D.; Sung, Billy; Lee, Sean

doi:10.1108/978-1-80071-348-220211002

Cited by 7 publications

(3 citation statements)

References 33 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In the present landscape, consumers tend to make financial service choices more thoughtfully than before, given the expanded range of available financial services (Gomber et al., 2018). This shift is accompanied by a notably high average abandonment rate among financial consumers (Charlton, 2019), highlighting the need for more research to delve into retargeting strategies in the middle of the financial service. However, although it becomes increasingly crucial for FSPs to identify effective strategies to call back churned consumers, retargeting in financial services has been rarely discussed in academia.…”

Section: Literature Reviewmentioning

confidence: 99%

Being Emotionally Supportive: Exploring the Value of Emotional Appeals Retargeting in Recovering Consumers of Financial Services

Lu,

Yang

et al. 2024

Production and Operations Management

View full text Add to dashboard Cite

This study investigates whether retargeting, an operational approach broadly adopted in traditional retail but underexplored in financial services, is effective in recovering valuable consumers. Whereas informative appeal retargeting operations have been found useful and thus prevalently employed in traditional retail, we propose that emotional appeals retargeting operations should be more effective in successful financial consumer persuasion drawing on the uniqueness of financial services. Particularly, we explore the value of two types of emotional appeals retargeting strategies tailored for financial services: empathetic support and privacy commitment retargeting. Our field experiment involving a microloan platform reveals the effectiveness of emotional appeals retargeting in the financial service market. Specifically, empathetic support retargeting successfully recovers 11.93% of consumers, whereas privacy commitment retargeting recovers 17.27% of consumers. These effects translate to 5.19 and 10.53 percentage-point increases in the rate of return, respectively, over the no-message operation. This study further evaluates the quality of consumers retained by these retargeting strategies and finds that consumers called back by the empathetic support and privacy commitment retargeting present high credibility, with loan approval rates 11.4 and 13.69 percentage points higher than those of nonabandoning consumers, respectively. Accordingly, a more specific retargeting strategy is explored. Our study provides a systematical implication for nascent retargeting operation practices in the financial service market by elucidating the causes and effects of consumer returns.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Being Emotionally Supportive: Exploring the Value of Emotional Appeals Retargeting in Recovering Consumers of Financial Services

Lu,

Yang

et al. 2024

Production and Operations Management

View full text Add to dashboard Cite

show abstract

“…In particular, clothing products requiring personal fitting to assess suitability exhibit a noticeable tendency toward perceived risk in online shopping (Tian et al, 2021). Research (e.g., Murray & Schlacter, 1990;Rochanapon et al, 2021) has found that most consumers abandon online clothing purchases because of the difficulty in judging product performance. Thus, perceived risk holds practical significance in exploring consumer purchasing intention in the clothing industry.…”

Section: Introductionmentioning

confidence: 99%

The Impact of Online Negative Reviews on Consumer Purchasing Intention in the Apparel Industry: The Mediating Role of Perceived Risk

Yang,

2023

BMS

View full text Add to dashboard Cite

This paper constructs a model that examines how online negative reviews impact consumer purchasing intention in the apparel industry under the mediating role of perceived risk. A questionnaire survey was conducted among consumers in the clothing industry, and the collected data underwent descriptive statistical analysis, correlation analysis, and regression analysis. The results indicate that the quantity, content quality, and perceived risk of online negative reviews negatively affect purchasing intention, with the inhibitory effect of content quality being particularly prominent. Furthermore, the mediating impact of perceived risk is validated. To better understand the perceptual processes behind consumer behavior, this study reveals this connection and provides targeted online reputation management recommendations for apparel businesses. The managerial implications of this paper lie in the necessity for clothing enterprises to establish effective feedback mechanisms for online negative reviews and implement measures to reduce consumers’ perceived risk in purchasing decisions.

show abstract

“…By coupling both, retailers could recommend products online based on offline shopping behavior and vice versa. Additionally, many online customers abandon their shopping carts (Rochanapon et al, 2021) and in-store personnel might fruitfully recommend products from such abandoned shopping carts. Future research could investigate to which extent integrative measures between channels profit retailers and when customers feel positively assisted or negatively impacted in their privacy.…”

Section: Overall Conclusion and Future Research Opportunitiesmentioning

confidence: 99%

Product returns in omni-channel retailing

Hirche¹

View full text Add to dashboard Cite

This thesis is the result of more than four years of working at Rijksuniversiteit Groningen in the department of Marketing. By writing the thesis, I learned a lot. Most importantly about the subject matter, but also about the scientific method, methodological thinking and, not least, about myself and my approach to deadlines as well as topics and areas I am passionate to work in and areas that I try to avoid. Having finished the thesis would not in the least have been possible without the support from many people around me.First and foremost, I would like to express my deepest appreciation for my (co-) supervisors, Tammo and Maarten. I am deeply indebted to Tammo for relentlessly helping me to find ways to make the research better. Thank you for countless insightful suggestions and contributing your extensive experience and knowledge to the benefit of my thesis. Your support in choice of topic, connecting with others, and assisting managing the whole project was instrumental in moving my thesis from the start to the finish line. To Maarten, whose knowledge, practical advice, and friendly guidance was invaluable in helping me finishing my thesis, I cannot begin to express my thanks. Thank you for your profound belief in me, your support and encouragement, and just being a good person and never letting me down. I'm extremely grateful to you being my co-supervisor.Furthermore, I would like to extend my sincere thanks to the members of the assessment committee, Jaap Wieringa, Lien Lamey, and Bas Donkers. I very much appreciate the time and the work it took to assess my thesis, as well as the feedback and suggestions. I would also like to extend my gratitude to Evert de Haan, Arnd Vomberg, and Corine Noordhoff for reading a draft of my thesis and providing constructive and valuable feedback for improvement. Furthermore, I would like to thank Ewald Hoppen for his support, input, and patience.Many thanks also go to my (former) colleagues and friends at the University of Groningen and the department of Marketing. In particular, I would like to thank Nick Koning and Jos Offerein for being fantastic friends and amazing mates for healthy (Nick) and unhealthy (Jos) non-work-related activities. The PhD journey would not have been the same without you. I would also like to thank Josefine Geiger and Katharina Mattes for their friendship and many enjoyable moments together, Outi Lundahl for countless great conversations about many subjects and for introducing me to the customs of itsenäisyyspäivä, Karolina Karpe for many inspiring discussions v and for always being supportive, Ruben van Beesten for encouraging thinking about more things based on first principles, and Daan Freeman for many great brunches and chats. Special thanks also go to fellow (PhD) students Lisan Lesscher, Eva van der

show abstract

Abandonment Issues: Why Consumers Abandon Online Shopping Carts

Cited by 7 publications

References 33 publications

Being Emotionally Supportive: Exploring the Value of Emotional Appeals Retargeting in Recovering Consumers of Financial Services

Being Emotionally Supportive: Exploring the Value of Emotional Appeals Retargeting in Recovering Consumers of Financial Services

The Impact of Online Negative Reviews on Consumer Purchasing Intention in the Apparel Industry: The Mediating Role of Perceived Risk

Product returns in omni-channel retailing

Contact Info

Product

Resources

About