About this document

1 s2.0 S0167923623001367 Main by Tiên Lê is a document available to read on EtoBox.

This study investigates the impact of express delivery promises on customer ratings in e-commerce, revealing that such promises can lead to lower review volumes and scores, even when delivery times are met. The heightened expectations associated with express delivery commitments often result in customer dissatisfaction, which affects their likelihood to leave ratings. The findings suggest that e-commerce platforms should carefully manage delivery promises to avoid negative repercussions on seller reputation

Author

Tiên Lê

Language

EN