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Digital Transformation
Digital Transformation
Why should I not complain? User justice and satisfaction
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  • Research
  • Digital Transformation, Logistics and Supply Chain, Marketing, Sales and Communication

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Why should I not complain? User justice and satisfaction

Online shopping satisfaction hinges on two major factors: “fairness and security.” Customers want fair pricing, transparent processes, and respectful treatment—what researchers call distributive, procedural, and interactional “justice.” When customers feel valued and protected, they’re more satisfied and less likely to complain. Data security, especially, is a critical factor, as shoppers look for “secure transactions and safe handling of personal information”. Positive experiences lead to word-of-mouth recommendations, while negative ones often result in complaints that can harm a brand’s reputation. For eCommerce, “making fairness and security a top priority is essential for customer loyalty and avoiding the complaining behaviour”. These elements build lasting relationships and promotes a strong, competitive presence in the digital market.

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Auteur.e(s)

UL-AIN Noor
Assistant Professor of Management Information Systems
EMLV

Institution(s)

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  • Management Dictionary
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