The impact of color in the e‐commerce marketing of fashions: an exploratory study

The impact of color in the e‐commerce marketing of fashions: an exploratory study As the number of Internet purchases of fashion items increases, the problem of inaccurate color representation on the Web becomes more significant. Color inaccuracy has many negative consequences for marketers, including loss of sales, increased returns and complaints, and customer defections. This research reports the findings of a survey conducted as part of an initial investigation into consumer opinions about fashion merchandise purchasing over the Internet. Results indicate that companies are losing customers and sales as a result of having colors on e‐commerce sites that do not accurately represent the actual colors of the products being sold. Increased dissatisfaction on the part of consumers leads to greater costs in both customer service and reverse logistics. Further, a majority of the respondents indicated that they would not make additional purchases from an e‐tailer if they received items in colors different than they expected. The paper concludes with suggestions for future research. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

The impact of color in the e‐commerce marketing of fashions: an exploratory study

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090560410539311
Publisher site
See Article on Publisher Site

Abstract

As the number of Internet purchases of fashion items increases, the problem of inaccurate color representation on the Web becomes more significant. Color inaccuracy has many negative consequences for marketers, including loss of sales, increased returns and complaints, and customer defections. This research reports the findings of a survey conducted as part of an initial investigation into consumer opinions about fashion merchandise purchasing over the Internet. Results indicate that companies are losing customers and sales as a result of having colors on e‐commerce sites that do not accurately represent the actual colors of the products being sold. Increased dissatisfaction on the part of consumers leads to greater costs in both customer service and reverse logistics. Further, a majority of the respondents indicated that they would not make additional purchases from an e‐tailer if they received items in colors different than they expected. The paper concludes with suggestions for future research.

Journal

European Journal of MarketingEmerald Publishing

Published: Jul 1, 2004

Keywords: Internet; Shopping; Colour; Fashion industry; Trust; Consumer behaviour

References

  • Technology and the customer interface: what consumers want in the physical and virtual store
    Burke, R.R.
  • Expectations versus reality: a snapshot of consumer experiences with Internet retailing
    Elliot, S.; Fowell, S.
  • The impact of technology on the quality‐value‐loyalty chain: a research agenda
    Parasuraman, A.; Grewal, D.
  • What attracts customers to online stores, and what keeps them coming back?
    Reibstein, D.J.

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