This is an outdated version published on . Read the most recent version.

Modeling the Impact of Retail Stockouts: Implications for Customer Satisfaction and Retention

Authors

  • Carlo Smith

Abstract

The cost of retail out of stock conditions extends beyond the immediate loss in sales revenue. The impact of stockout conditions is reflected in customer satisfaction, loyalty, and resulting shopping behaviors. A conceptual model is presented to describe customer shopping behaviors prompted by stockout conditions and how such conditions may affect customer satisfaction and loyalty toward the service provider.

Issue

Vol. 11 (1998): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

Each volume is copyrighted by Consumer Satisfaction, Dissatisfaction and Complaining Behavior. We encourage authors to submit published articles to research aggregators such as researchgate.net or academia.edu. You may use the PDF files from the published journal for submission to these aggregators.