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2011-05-03Buch DOI: 10.18452/4311
Customer Reactions in Out-of-Stock Situations
dc.contributor.authorDiels, Jana Luisa
dc.contributor.authorWiebach, Nicole
dc.date.accessioned2017-06-16T00:20:12Z
dc.date.available2017-06-16T00:20:12Z
dc.date.created2011-06-17
dc.date.issued2011-05-03
dc.date.submitted2011-05-03
dc.identifier.issn1860-5664
dc.identifier.urihttp://edoc.hu-berlin.de/18452/4963
dc.description.abstractOut-of-Stock (OOS) is a prevalent problem customers face at the POS. In this paper, we demonstrate both theoretically and empirically how OOS-induced substitution patterns can be explained and predicted by means of context and phantom theory. We further analyze the relevance of promotions, for which OOS is most pronounced, as essential driver of differences in customers’ OOS reactions. The results of an online experiment demonstrate that customers substitute unavailable items in accordance to a negative similarity effect which is reduced, however, for OOS items on promotion. The empirical findings further suggest that customers’ OOS responses differ for promoted vs. non-promoted items. We find that customers being affected by a stock-out of promotional products significantly more often postpone purchases and tend to avoid substitution resulting in severe losses for the retailer. However, for non-promoted items, customers easily switch to alternative brands. That way, manufacturers lose profit and possibly loyal customers.eng
dc.language.isoeng
dc.publisherHumboldt-Universität zu Berlin, Wirtschaftswissenschaftliche Fakultät
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/
dc.subjectOut-of-Stockeng
dc.subjectContext Effectseng
dc.subjectPhantomseng
dc.subjectPromotioneng
dc.subjectConsumer Decision Makingeng
dc.subject.ddc330 Wirtschaft
dc.titleCustomer Reactions in Out-of-Stock Situations
dc.typebook
dc.subtitleDo promotion-induced phantom positions alleviate the similarity substitution hypothesis?
dc.identifier.urnurn:nbn:de:kobv:11-100187900
dc.identifier.doihttp://dx.doi.org/10.18452/4311
local.edoc.container-titleSonderforschungsbereich 649: Ökonomisches Risiko
local.edoc.pages28
local.edoc.type-nameBuch
local.edoc.container-typeseries
local.edoc.container-type-nameSchriftenreihe
local.edoc.container-volume2011
local.edoc.container-issue21
local.edoc.container-year2011
local.edoc.container-erstkatid2195055-6

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