IDEAS home Printed from https://ideas.repec.org/a/ris/joibac/0258.html
   My bibliography  Save this article

How to Regain Lost Customers in Electronic Commerce: An Empirical Study from China

Author

Listed:
  • Xu, Bo

    (School of Management, Fudan University, Shanghai, PR China)

  • Shao, Bingjia

    (College of Economics and Business Administration, Chongqing University, Chongqing, China)

Abstract

Electronic commerce has experienced rapid growth in last years. B2C electronic commerce often has a high customer loss rate. To regain the lost customers is a major concern of online vendors. This paper investigates the strategies for winning back lost customers (price promotion and relationship investment) through field experiment on a major B2C website in China. Research findings indicate the two strategies are effective in regaining lost customers online, depending on the customers’ prior relationship time with the vendor, and lapse time from the vendor. The study has contribution to electronic commerce and has practical implications for B2C vendors on customer management.

Suggested Citation

  • Xu, Bo & Shao, Bingjia, 2015. "How to Regain Lost Customers in Electronic Commerce: An Empirical Study from China," Journal of Internet Banking and Commerce, , vol. 20(03), pages 01-18, December.
    • Handle: RePEc:ris:joibac:0258
    as

    Download full text from publisher

    File URL: https://www.icommercecentral.com/open-access/how-to-regain-lost-customers-in-electronic-commerce-an-empirical-study-from-china.php?aid=64357
    File Function: Full text
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Electronic commerce; Customer regaining; Price promotion; Relationship investment;
    All these keywords.

    JEL classification:

    • A11 - General Economics and Teaching - - General Economics - - - Role of Economics; Role of Economists

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ris:joibac:0258. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dale Pinto (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.