Towards understanding consumer response to stock-outs

K. Campo, E. Gijsbrechts, P. Nisol

Research output: Contribution to journalArticleScientificpeer-review

164 Citations (Scopus)

Abstract

Manufacturers as well as retailers can suffer important losses as a result of stock-outs. The magnitude of these losses depends on specific consumer reactions, which have been found to vary with product, consumer, and situation factors. This paper presents a conceptual framework that integrates the major determinants of consumer reactions to stock-outs. The theoretical relationships provide explanations for the marked differences in stock-out effects observed in previous studies. Moreover, the framework can be empirically implemented, allowing retailers and manufacturers to determine how much each factor contributes to stock-out losses. We collect survey data to provide evidence on the relevance of the framework and the direction and importance of the effect of different consumer behaviors.
Original languageEnglish
Pages (from-to)219-242
JournalJournal of Retailing
Volume76
Issue number2
DOIs
Publication statusPublished - 2000
Externally publishedYes

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