Managerial response to stockouts: the effect of remedies on consumer behavior
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| Formato: | Artículo científico |
| Lenguaje: | en |
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Associação Brasileira de Engenharia de Produção
2016
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| _version_ | 1876475936247906304 |
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| author | Ester Quirino Dias Sampaio |
| author_facet | Ester Quirino Dias Sampaio |
| contents | Managerial response to stockouts: the effect of remedies on consumer behavior Ester Quirino Dias Sampaio Mauro Sampaio Ingeniería Stockout Logistics Design of experiments Stockouts remain a significant problem for retail firms. Estimates of stockout rates in the past fifty years consistently averaged approximately 8 percent. The consequences of stockouts transcend the retail store to include its supporting supply chain. In addition to the effect on the behavior of consumers, stockouts can impact the firm’s replenishment policy, the level and location of inventories and the cost of emergency shipments required to replenish out-of-stock items. Although there is a substantive literature in logistics that measures the frequency of and the consumer response to stockouts, investigation of the effect of remedies on consumer response is sparse. To address this problem, the effectiveness of five remedies as tools to manage retail stockouts was investigated: apology, raincheck, home delivery, trade-up and discount. A remedy is an incentive to induce consumers to not leave a store in response to a stockout. In addition the influence of consumer characteristics (i.e., brand loyalty) and shopping situations (i.e., urgency of purchase) on the effect of each remedy on consumer behavior was examined. The results suggest that the remedies are usually effective. The most effective remedy is home delivery. The least effective remedy is a simple apology, which may actually increase the percentage of consumers leaving the store. The results also indicate that the urgency of the purchase and store loyalty have the most impact on remedy effectiveness. These results suggest that there are significant opportunities to use remedies as tools to manage the effect of stockouts on retail stores and their supporting supply chains. 2016 artículo científico 0103-6513 https://www.redalyc.org/articulo.oa?id=396745201006 en http://www.redalyc.org/revista.oa?id=3967 Production application/pdf Associação Brasileira de Engenharia de Produção Production (Brasil) Num.1 Vol.26 |
| format | Artículo científico |
| id | redalyc_396745201006 |
| institution | Redalyc |
| language | en |
| publishDate | 2016 |
| publisher | Associação Brasileira de Engenharia de Produção |
| spellingShingle | Managerial response to stockouts: the effect of remedies on consumer behavior Ester Quirino Dias Sampaio Ingeniería Stockout Logistics Design of experiments Managerial response to stockouts: the effect of remedies on consumer behavior Ester Quirino Dias Sampaio Mauro Sampaio Ingeniería Stockout Logistics Design of experiments Stockouts remain a significant problem for retail firms. Estimates of stockout rates in the past fifty years consistently averaged approximately 8 percent. The consequences of stockouts transcend the retail store to include its supporting supply chain. In addition to the effect on the behavior of consumers, stockouts can impact the firm’s replenishment policy, the level and location of inventories and the cost of emergency shipments required to replenish out-of-stock items. Although there is a substantive literature in logistics that measures the frequency of and the consumer response to stockouts, investigation of the effect of remedies on consumer response is sparse. To address this problem, the effectiveness of five remedies as tools to manage retail stockouts was investigated: apology, raincheck, home delivery, trade-up and discount. A remedy is an incentive to induce consumers to not leave a store in response to a stockout. In addition the influence of consumer characteristics (i.e., brand loyalty) and shopping situations (i.e., urgency of purchase) on the effect of each remedy on consumer behavior was examined. The results suggest that the remedies are usually effective. The most effective remedy is home delivery. The least effective remedy is a simple apology, which may actually increase the percentage of consumers leaving the store. The results also indicate that the urgency of the purchase and store loyalty have the most impact on remedy effectiveness. These results suggest that there are significant opportunities to use remedies as tools to manage the effect of stockouts on retail stores and their supporting supply chains. 2016 artículo científico 0103-6513 https://www.redalyc.org/articulo.oa?id=396745201006 en http://www.redalyc.org/revista.oa?id=3967 Production application/pdf Associação Brasileira de Engenharia de Produção Production (Brasil) Num.1 Vol.26 |
| title | Managerial response to stockouts: the effect of remedies on consumer behavior |
| topic | Ingeniería Stockout Logistics Design of experiments |
| url | https://www.redalyc.org/articulo.oa?id=396745201006 |