This work has focused on underlying motivational factors that prevent Internet users to purchase online. The article reports the research framework of the study, as well as the results of an empirical research work conducted through extensive surveying of Internet users in Switzerland. This paper aims to identify the reasons why users of the Internet hesitate in online shopping. The endeavor is to derive various motivations, distinguishing between individuals that use the Internet without buying online and customers of online retail channels.
Elektronische Marktplätze sind Schnittstellen für Angebot und Nachfrage. Aktuellen Forschungsergebnissen zufolge werden sie für die Beschaffung an Bedeutung zunehmen. Jedoch geht ihr Servicespektrum weit über Beschaffungsdienstleistungen hinaus. Einige elektronische Marktplätze sind reine Informationsportale, welche in erster Linie den Kontakt zwischen Geschäftspartnern herstellen, andere sind integrierte Branchenportale und unterstützen spezifische Geschäftsprozesse. Das Serviceangebot muss den spezifischen Anforderungen gerecht werden.
Food retailers risk a loss of image or even a loss of the customer if they do not learn to react effectively to failures and improve their service strategy. First of all, the present research develops a typology of retail failures and recovery strategies for the food retail market in Switzerland. In the second step, the importance of the failures and the effectiveness of the recovery strategies employed by retailers are examined. Finally, three practical recommendations are given to retail managers in order to improve the service policy in food retailing.
