Effects Of Perceived Merchandise Quality And Service Quality On Consumer Shopping Behavior In The Internet Apparel Retailing Environment

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Effects of Perceived Merchandise Quality and Service Quality on Consumer Shopping Behavior in the Internet Apparel Retailing Environment

Author : Jihyun Kim
Publisher :
ISBN 13 :
Total Pages : 380 pages
Book Rating : 4.:/5 (65 download)

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Book Synopsis Effects of Perceived Merchandise Quality and Service Quality on Consumer Shopping Behavior in the Internet Apparel Retailing Environment by : Jihyun Kim

Download or read book Effects of Perceived Merchandise Quality and Service Quality on Consumer Shopping Behavior in the Internet Apparel Retailing Environment written by Jihyun Kim and published by . This book was released on 2004 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this study was to investigate the structural relationships among perceived quality, perceived sacrifices, and perceived risks of product and service as antecedents of the value of Internet apparel shopping, as well as satisfaction and behavioral outcomes as consequences of the value of Internet apparel shopping. To examine the relationships among these variables, the quality-value-satisfaction (QVS) model (Cronin, Brady & Hult, 2000) was adopted and expanded to fit the Internet apparel retailing environment. This study employed both qualitative and quantitative approaches to examine the phenomenon of Internet apparel shopping. For scale development, two focus interviews were conducted using female college-aged consumers. For the model testing, an experimental design with two treatment levels of service quality was employed. Two mock Internet apparel retail sites were created. Pretest and manipulation checks of the two treatments were conducted. At two large Midwestern universities 361 female students were randomly assigned to one of two treatments and provided usable responses after browsing one of the two websites for ten minutes. The results of a series of confirmatory factor analyses revealed that three scales--perceived apparel quality, perceived Internet retailer's service quality, and perceived value of Internet apparel shopping--had three correlated factors with moderate to very good model fit indices and good reliability; however, these scales contained some areas for improvement through scale refinements. The findings from causal model analyses showed that four proposed models had moderate to very good model fit indices. In all except one model, treatment effects were significant. Perceived apparel sacrifice and apparel risk did not significantly impact perceived value. Perceived service risk was a successful mediating variable between perceived service quality and perceived value. Findings showed that perceived apparel quality, perceived service quality and perceived service sacrifice were significant determinants of the perceived value of Internet apparel shopping. In addition, perceived value was an influential factor affecting consumer satisfaction and future behavioral outcomes. Specifically, perceived value and perceived Internet retailer's service quality were the strongest predictors of future behavioral outcomes which were intention to purchase, search, revisit, recommend, and say positive things about the site to others.

Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing

Author : Richa Kumari
Publisher : GRIN Verlag
ISBN 13 : 3656333378
Total Pages : 41 pages
Book Rating : 4.6/5 (563 download)

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Book Synopsis Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing by : Richa Kumari

Download or read book Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing written by Richa Kumari and published by GRIN Verlag. This book was released on 2012-12-12 with total page 41 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project Report from the year 2012 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, , course: Business economics - Marketing, Corporate Communication, CRM, Market Research, language: English, abstract: Before the globalization most of the retaining used to be done in retail stores. In recent years non-store retailing has been growing much faster than the store retailing includes selling of the final consumer through the internet, direct mail, catalogs, the telephone and other direct selling approach. Customer became more luxurious so according to them satisfaction and quality are main focal point for the retail outlet store because one satisfied customers brings more than twenty customers and one unsatisfied customers take two hundreds customers back. Changes in customers’ expectation and perceived quality and perceived value all works in concert to drive the customer satisfaction. This research is intended to understand the impact of quality attributes on customer satisfaction in Indian apparel retailing.

Dissertation Abstracts International

Author :
Publisher :
ISBN 13 :
Total Pages : 582 pages
Book Rating : 4.F/5 ( download)

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Book Synopsis Dissertation Abstracts International by :

Download or read book Dissertation Abstracts International written by and published by . This book was released on 2009-05 with total page 582 pages. Available in PDF, EPUB and Kindle. Book excerpt:

A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment

Author : Emerald Group Publishing Limited
Publisher : Emerald Group Publishing
ISBN 13 : 1785608703
Total Pages : 190 pages
Book Rating : 4.7/5 (856 download)

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Book Synopsis A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment by : Emerald Group Publishing Limited

Download or read book A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment written by Emerald Group Publishing Limited and published by Emerald Group Publishing. This book was released on 2015-11-02 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Focus on Consumer Behaviours and Experiences in an Online Shopping Environment is a collection of key articles offering insights across a range of sectors. Some of the topics the book looks at include: - Influences of socioeconomic characteristics in online shopping behaviour - The role trust plays in an online shopping environment

An Investigation of Antecedents and Consequences of Consumers' Attitudes Toward an Apparel Website

Author : Zui-Chih Lee
Publisher :
ISBN 13 :
Total Pages : 142 pages
Book Rating : 4.:/5 (646 download)

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Book Synopsis An Investigation of Antecedents and Consequences of Consumers' Attitudes Toward an Apparel Website by : Zui-Chih Lee

Download or read book An Investigation of Antecedents and Consequences of Consumers' Attitudes Toward an Apparel Website written by Zui-Chih Lee and published by . This book was released on 2010 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The percentage of U.S. consumers shopping and purchasing through the Internet is growing. The consumer has adapted to using the Internet to purchase products and retailers have profited from this new channel. Although the Internet is becoming an important part of business as well as consumers' daily lives, little is known about how a website provides competitive advantage to a retailer and what makes a website appealing to consumers. In order to address the gap in research that exists regarding why and how consumers identify with online apparel retailers, the purpose of this research is to examine the relationship between website attributes (e.g., perceived attractiveness, informativeness), e-service quality (e.g., efficiency, fulfillment, system availability) and consumer-company identification for online information search and purchase behavior. More specifically, this research examines the links between consumer-company identification, perceived usefulness, and attitude toward a website, and their implications for the behavioral intention of consumers. Behavioral intention includes the consumer's intention to search for information and intention to purchase within the online environment. Very little research has been done that connects consumer-company identification with information search and purchase behavior of apparel consumers in the online context. Combining elements from Social identity Theory and Technology Acceptance Model, this study proposes a conceptual model that builds on the Technology Acceptance Model and tests a total of seven hypotheses developed based on the key constructs and literature. Survey data were collected from a convenience sample of 291 students at the ii University of North Carolina at Greensboro, based on a pre-selected website (American Eagle: www.ae.com). Structural Equation Modeling was used to test the hypothesized relationships. Findings revealed that six of the seven hypothesized relationships were supported. This study makes several contributions to the literature. First, this study tests consumer-company identification to provide implications for Internet retailing. Second, the research provides important insights into consumers' search and purchase intentions in relation to consumer-company identification with, perceived usefulness of, and attitude toward a website. Third, discussion of the relationship between website design attributes, e-service quality attributes and perceived usefulness provides suggestions for online marketing strategy. Fourth, this research connects psychological concepts like identity and organization identification with business strategies and consumer decision-making. Finally, this research confirms the unique value of Internet technology to retailing and emphasizes the importance of online store attributes to search and purchase intention."--Abstract from author supplied metadata.

Consumer Behavior in the Internet Era

Author : Gong Sun
Publisher : Frontiers Media SA
ISBN 13 : 2832507433
Total Pages : 438 pages
Book Rating : 4.8/5 (325 download)

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Book Synopsis Consumer Behavior in the Internet Era by : Gong Sun

Download or read book Consumer Behavior in the Internet Era written by Gong Sun and published by Frontiers Media SA. This book was released on 2022-11-28 with total page 438 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Consumer Perceptions of Apparel Products in Internet Shopping

Author : Mi-Jung Kim
Publisher :
ISBN 13 :
Total Pages : 578 pages
Book Rating : 4.:/5 (19 download)

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Book Synopsis Consumer Perceptions of Apparel Products in Internet Shopping by : Mi-Jung Kim

Download or read book Consumer Perceptions of Apparel Products in Internet Shopping written by Mi-Jung Kim and published by . This book was released on 2007 with total page 578 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of the present study was to determine consumer perceptions of apparel products in Internet shopping. According to the existing literature, four categories of perceptions play primary roles for apparel shopping consumer decisions: apparel appearance, apparel comfort, fabric characteristics, and apparel fit. The present study aimed to observe how consumers examine apparel products and focused on the role of consumers' apparel product perceptions in making their purchase decisions within an Internet shopping environment. Research methods resulting in qualitative data were utilized to observe how consumers navigate Web sites and search for the information needed to make purchase decisions. Participants were asked to access their favorite apparel Web site and go through their decision making process for selecting one apparel item to purchase. Observations were made regarding navigation patterns. Participants were also asked about specific product perceptions. Interviews were conducted with 26 female participants and lasted from 30 minutes to 1 hour. All interviews were audio-recorded and transcribed. Emergent themes from the interviews were identified and factors related to consumers' decision making processes were outlined. The results of the study showed how participants shopped for apparel products on the Web site using certain information. First, participants mentioned both positive and negative perceptions with Internet apparel shopping in general. Second, participants preferred certain Web sites based on their Internet shopping motivations. Third, based on Web site navigational patterns, five types of Internet apparel shoppers were identified: category shopper, bargain shopper, trend seeker, brand shopper, and visual shopper. Fourth, perceptions of apparel product value and quality were based on specific perceptions of image, comfort, fabric characteristics, and fit. The factors in each of these categories were examined and evaluated in relation to their importance in consumers' purchase decisions. Lastly, additional factors were used by participants in Internet apparel shopping decision making including: price, country of origin, shipping and handling fees, and return policies. The results of this study further our understanding of consumer behavior of the apparel products in the Internet environment and can provide needed information to Internet apparel retailers as they strive to create effective and useful Internet shopping environments.

Perceived Quality

Author : Jacob Jacoby
Publisher : Lexington Books
ISBN 13 :
Total Pages : 344 pages
Book Rating : 4.:/5 (321 download)

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Book Synopsis Perceived Quality by : Jacob Jacoby

Download or read book Perceived Quality written by Jacob Jacoby and published by Lexington Books. This book was released on 1985 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Factors Influencing Consumers' Intention to Purchase Clothing Online

Author : Natalie Bluschke
Publisher : GRIN Verlag
ISBN 13 : 3640884493
Total Pages : 65 pages
Book Rating : 4.6/5 (48 download)

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Book Synopsis Factors Influencing Consumers' Intention to Purchase Clothing Online by : Natalie Bluschke

Download or read book Factors Influencing Consumers' Intention to Purchase Clothing Online written by Natalie Bluschke and published by GRIN Verlag. This book was released on 2011-04 with total page 65 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2011 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1.0, Thames Valley University, London, language: English, abstract: This dissertation is a study in the area of e-commerce. The aim of this study was to examine the adoption of online shopping and online shopping for clothing in particular and factors influencing the intention to purchase clothing online. A quantitative research method was used and a questionnaire designed on the website www.surveymonkey.com and then distributed by sending out the link leading to the survey via facebook and emails. 94 useful questionnaires were gathered from female and male UK students. SPSS 17 was used to analyse the collected data by conducting chi-square tests and Spearman's rho correlation tests to examine the relation between different variables. The constructs of the technology acceptance model (TAM) were used as a framework and basis for this research and were extended by further constructs. Therefore, the impact of perceived usefulness, perceived ease of use, prior online shopping experience, perceived risk and product involvement on the intention to purchase clothing online was analysed. Perceived usefulness, perceived ease of use and prior online shopping experience had positive effects on the intention to purchase clothing online. Perceived risk had a negative effect on the intention to purchase clothing online. These findings supported the hypotheses. Other than hypothesised, clothing product involvement did not have a significant positive effect on the intention to purchase clothing online.

Impact of Brand Image and Service Quality on Consumer Purchase Intentions. A Study of Retail Stores in Pakistan

Author : Muhammad Arslan
Publisher : GRIN Verlag
ISBN 13 : 365692144X
Total Pages : 26 pages
Book Rating : 4.6/5 (569 download)

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Book Synopsis Impact of Brand Image and Service Quality on Consumer Purchase Intentions. A Study of Retail Stores in Pakistan by : Muhammad Arslan

Download or read book Impact of Brand Image and Service Quality on Consumer Purchase Intentions. A Study of Retail Stores in Pakistan written by Muhammad Arslan and published by GRIN Verlag. This book was released on 2015-03-17 with total page 26 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, , language: English, abstract: The objective of this research is to determine the relationship between brand image, service quality and price on consumer purchase intention. Normative and informative susceptibility has indirect effect on consumer purchase intention. The empirical analysis were determined by collecting data from sample of 301 consumers of large retail stores. The findings of study reveal the positive effect of brand image and service quality on consumer purchase intention. Results reveal the insignificant relationship between price and consumer purchase intention. The findings also documented that consumers in large retail stores don’t bother prices because consumers consider that the stores charge reasonable prices. Most of consumer’s purchases depend upon the brand image and service quality. Normative and informative susceptibility have positive effect on brand image. The recommendations and suggestions are very helpful for managers and operators of large stores. Brand image depends on informative and normative susceptibility.

Factors Affecting Buying Decision of Customers’ in Apparels Retailing

Author : Swapna Menthula
Publisher : GRIN Verlag
ISBN 13 : 3656351252
Total Pages : 48 pages
Book Rating : 4.6/5 (563 download)

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Book Synopsis Factors Affecting Buying Decision of Customers’ in Apparels Retailing by : Swapna Menthula

Download or read book Factors Affecting Buying Decision of Customers’ in Apparels Retailing written by Swapna Menthula and published by GRIN Verlag. This book was released on 2013-01-14 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (undergraduate) from the year 2012 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, Dhruva College of Management, course: PGDM, language: English, abstract: In India retail industry is the largest among all the industries, the retail industry is upgrading itself providing with endless array for customer choices like changing life style, customers brand awareness depending on income level of customers. The retail industry in India is hailed as a sunrise sector and the value is estimated to increase from US $330 billion in 2007 to US$640 billion by 2015 i.e., almost double the value. The size of India's retail sector is currently estimated at around $450 billion and organized retail accounts for around 5% of the total market. We cannot take customers for granted because consumer buying behavior determines how consumer decides which product to buy and what all factors are responsible for the buying decision. The firm has to satisfy the needs and wants of a consumer. Hence the present study has been conducted to understand the impact of various factors viz. physical attributes, display, merchandise, sales people, and overall quality of store on customers' buying decision in Apparel Retailing.

Shoppers' Evaluation of Service Quality and Its Impact on Shopping Centre Management

Author : Tsz-Oon Mok
Publisher : Open Dissertation Press
ISBN 13 : 9781361328811
Total Pages : pages
Book Rating : 4.3/5 (288 download)

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Book Synopsis Shoppers' Evaluation of Service Quality and Its Impact on Shopping Centre Management by : Tsz-Oon Mok

Download or read book Shoppers' Evaluation of Service Quality and Its Impact on Shopping Centre Management written by Tsz-Oon Mok and published by Open Dissertation Press. This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "Shoppers' Evaluation of Service Quality and Its Impact on Shopping Centre Management" by Tsz-oon, Mok, 莫梓湲, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: The paper aims at exploring the shoppers' evaluation of service quality and its impact on shopping centre management. For shopping centre management team, understanding their customers' perceptions of the centre's service quality is an important issue as shoppers' evaluations and perceptions is believed to be highly related to their patronage behaviors and purchase intention. Through a case study of a shopping centre, this research will try to offer some insights on the relationships between evaluations of service quality and the shoppers' patronage behaviors which may derive some implications for contemporary shopping centre management. Literatures tell us that people elicit behavior after cognitive processing and formation of emotions. Adopting similar concept, marketing scholars found that customer behaviors are affected by their evaluations of service quality and satisfaction level through their perceptions on product or service attributes in cognitive processing. This study will follow the direction with reference to this model of behavior formation. In the case study, personal interviews had been conducted with selected shoppers at a shopping centre. They were asked to rate the performance of 36 sub-attributes of the shopping centre under 5 shopping centre attributes, namely "accessibility," "merchandise," "retail environment & design," "services of centre's staff" and "promotions." They were also asked about their patronage behaviors at the shopping centre such as frequency of visits, duration of visits, amount of spending etc. It was found that the shoppers generally had positive evaluations on the centre's performance on the 5 shopping centre attributes as a whole, especially had high evaluations on "accessibility," "merchandise" and "services of centre's staff." Importance-performance analysis (IPA) was conducted to evaluate the service quality of 36 sub-attributes by comparing shoppers' perceived actual performance and the importance level. It was found that only 8 sub-attributes, such as "access by public transportation," "variety of stores" and "quality of stores" were found with high perceived service quality with high perceived actual performance and high importance level to the shoppers compared with other sub-attributes. These sub-attributes with high perceived service quality were tested with occurrence tendency of patronage behaviors in the correlation analysis. It was found that high perceived service quality on merchandises, facility management and organization of promotion activities to certain extend had influence on manipulating patronage behaviors. However, some results showed that sub-attributes with high perceived service quality showed minimal or even no correlation on any measure patronage behavior parameters. With reference to the model of purchase behavior regarding perceptions of service quality, the study may reveal that many possible antecedents of formation of shopping centre patronage behaviors may be still unreached in the contemporary studies. DOI: 10.5353/th_b5118573 Subjects: Shopping centers - Management Consumer satisfaction

Commencement

Author : Iowa State University
Publisher :
ISBN 13 :
Total Pages : 366 pages
Book Rating : 4.:/5 (318 download)

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Book Synopsis Commencement by : Iowa State University

Download or read book Commencement written by Iowa State University and published by . This book was released on 2004 with total page 366 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Consumers' Perceptions of Retail Service Quality

Author : Dayle Ingerick Thorpe
Publisher :
ISBN 13 :
Total Pages : 644 pages
Book Rating : 4.:/5 (357 download)

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Book Synopsis Consumers' Perceptions of Retail Service Quality by : Dayle Ingerick Thorpe

Download or read book Consumers' Perceptions of Retail Service Quality written by Dayle Ingerick Thorpe and published by . This book was released on 1995 with total page 644 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Global Branding and Country of Origin

Author : Gaetano Aiello
Publisher : Routledge
ISBN 13 : 1317625188
Total Pages : 133 pages
Book Rating : 4.3/5 (176 download)

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Book Synopsis Global Branding and Country of Origin by : Gaetano Aiello

Download or read book Global Branding and Country of Origin written by Gaetano Aiello and published by Routledge. This book was released on 2016-04-14 with total page 133 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creativity, Global Branding and Country of Origin (CoO) represent conceptual fields of interest to both academics and practitioners. In the contemporary environment, business and customers are increasingly developing multi-faceted relationships nurtured by global drivers, such as international brands, but also by embedded elements, such the impact of specific geographical networks on creativity. As a result, the impact of Country of Origin on branding is, once again, a key topic in the global management field. This collection provides an opportunity for leading marketing scholars to share up-to-date research while addressing both domestic and multinational strategies for understanding global marketing and consumers. The chapters include brand-consumer relationships in a global environment, Country of Origin impact on business to consumer and business to business markets and creativity at the territorial level from a network perspective. This book was originally published as a special issue of Journal of Global Scholars Marketing Science.

Service Quality of Online Stores A Case Study of Impact of Service Quality on Customers Satisfaction and Perceptions

Author : Abhishek Palasia A
Publisher : Independent Author
ISBN 13 : 9781805254768
Total Pages : 0 pages
Book Rating : 4.2/5 (547 download)

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Book Synopsis Service Quality of Online Stores A Case Study of Impact of Service Quality on Customers Satisfaction and Perceptions by : Abhishek Palasia A

Download or read book Service Quality of Online Stores A Case Study of Impact of Service Quality on Customers Satisfaction and Perceptions written by Abhishek Palasia A and published by Independent Author. This book was released on 2023-04-09 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this paper we study various key factors affecting Online-Service quality dimensions, customer satisfaction and perception. The topic of online consumer perception and satisfaction has been examined under various contexts over the years. In spite of the fact that analysts from an assortment of business controls have gained noteworthy ground in the course of recent years, the extent of these investigations are somewhat wide, the examinations show up generally divided and no binding together hypothetical model is found in this exploration territory. This proposed system not just furnishes us with a strong perspective on online purchaser discernment and fulfilment, yet additionally fills in as a notable rule for specialists around there. In this research we will study the key dimensions of online shopping as perceived by consumers in India and the different demographic factors affecting on online shopping behaviour of consumers. There are many factors affecting on online shopping behaviour of consumer. The impact of Demographic factors of consumers on on-line shopping has parameters like satisfaction with on-line shopping, future purchase intention, frequency of on-line shopping, numbers of items purchased, and overall spend on on-line shopping. The view of online customers is free of their age and gender however not autonomous of their capability and orientation. Such an observation is probably going to turn into a conclusive factor in influencing shoppers' conduct. In online shopping because of existence of countless Internet vendors globally, the importance of dimensions' increases. E-retailers should make their site more secure and guarantee clients for conveyance of their items. They need to give quality and creative items. There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides.

Consumer Responses After an Unsatisfactory Online Apparel Shopping and Return Experience

Author : Seunghee Cha
Publisher :
ISBN 13 :
Total Pages : 296 pages
Book Rating : 4.:/5 (464 download)

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Book Synopsis Consumer Responses After an Unsatisfactory Online Apparel Shopping and Return Experience by : Seunghee Cha

Download or read book Consumer Responses After an Unsatisfactory Online Apparel Shopping and Return Experience written by Seunghee Cha and published by . This book was released on 2010 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although there has been a rapid growth in online apparel sales and online apparel shopping during the last several years, consumers still have concerns when they purchase apparel products online (ComScore, 2007; Dunne & Lusch, 2005; ITFacts E-commerce, 2007). From the online apparel shoppers' perspective, online apparel shopping involves a considerable level of risk because they cannot inspect and try on apparel products before the purchase. If consumers are not satisfied with the fit, color, or quality of the product after it is delivered, they will most likely want to return the product (Taylor & Cosenza, 2000). The research question of the present study is why some dissatisfied consumers decide to continue online shopping and why others decide to discontinue online shopping when presented with an unsatisfactory online shopping and return experience. Based on the concepts of distributive, procedural, and informational justice, this study examined the direct effect of compensation on distributive justice, the direct effect of efficient return procedures on procedural justice, and the direct effect of information availability of return on informational justice, and the direct effects of perceived distributive, procedural, and informational justice on post-recovery satisfaction. Indirect effects on post-purchase intentions after an unsatisfactory online apparel shopping and return experience were also examined. Furthermore, the present study examined the moderating effect of perceived seriousness of product failure on the relationship between compensation and distributive justice, the relationship between efficient return procedure and procedural justice, and the relationship between information availability for return and informational justice. The moderating effects of shopping orientations, perceived performance risk, and previous experience with online apparel shopping on the relationships between three types of perceived justice and post-recovery satisfaction, and on the relationship between post-recovery satisfaction and post-purchase intentions were also examined. The present study employed a combined experimental and a survey-based method. For the experiments, five scenarios were developed using projective technique. The convenience sampling was conducted. 148 students at Oregon State University participated. Subjects read a scenario in the third person perspective about a consumer returning a product. They were then asked to assess evaluative criteria including distributive justice, procedural justice, informational justice, post-recovery satisfaction, post-purchase intentions, perceived seriousness of product failure, convenience shopping orientation, economic shopping orientation, recreational shopping orientation, perceived performance risk, and previous experience with online apparel shopping. The findings indicated that participants who read a scenario in which a consumer received higher levels of distributive, procedural, and informational justices indicated the consumer would be more satisfied with the service recovery and would develop positive post-purchase intentions. In other words, consumers who had an unsatisfactory online apparel shopping and return experience were perceived as being willing to develop positive post-purchase intentions from the same online store if the e-retailer provided high levels of post-recoveries such as free return shipping fee, both store return option and mail return option, and information availability about return shipping fee. The results supported that the concepts of distributive, procedural, and informational justice may be applicable for understanding consumers who had an unsatisfactory online apparel shopping and return experience. The findings have managerial implications for e-return policies and return procedures. If e-retailers provide high levels of service recoveries with return policies and return procedures in which consumers perceive fair, those consumers may be satisfied with those return policies and return procedures, and then are likely to repurchase apparel products from the same online apparel store. Future research needs to examine the impacts of other factors such merchandise credit, cash refunds, and online help options on perceived justice.