Table 1 Service failures typologies...

Table 1

Service failures typologies

Author	Category		Type of service failure
Holloway and Beatty (2003)	Delivery problems		Purchase arrived later than promised
			Purchase never delivered
			Wrong item delivered
			Wrong size product delivered
			Purchase damaged during delivery
	Web site design problems		Navigational problems at site
			Product poorly presented at site
			Insufficient information provided at site
			Products incorrectly listed at site
			Incorrect information provided at site
	Customer service problems		Poor customer service support
			Poor communication with the company
			Unfair return policies
			Unclear return policies
	Payment problems		Credit card overcharged
			Web site purchasing process confusing
			Difficulties experienced while paying
			Problems with product quality
			Consumer dissatisfied with product quality
	Security problems		Credit card fraud
			Misrepresented merchandise
			E-mail address released to e-marketers
	Miscellaneous		Respondent unintentionally made mistake at site
			Retailer charged some customers more than others
			Lack of personalized information at site
Forbes et al. (2005)	Response to service delivery system/product failure		Policy failure
			Slow/unavailable service
			System pricing
			Packaging errors
			Out of stock
			Product defect
			Hold disaster
			Alterations and repairs
			Bad information
			Web site system failure
	Response to customer needs and requests		Special order/request
			Customer error
			Size variation
Tan et al. (2016)	Information failure		Inaccurate information
			Incomplete Information
			Irrelevant information
			Untimely information
	Functional failure		Needs recognition failure
			Alternatives identification failure
			Alternatives evaluation failure
			Acquisition failure
			Post-purchase failure
	System failure		Inaccessibility
			Non-adaptability
			Non-navigability
			Delay
			Insecurity
Roy et al. (2022)	Logistic service failure	Delivery problems	Purchase arrived later than promised
			Wrong item delivered
			Wrong size product delivered
			Purchase damaged during delivery
			Purchase never delivered
			Delivery promises unfulfilled
		Product-related problems	Product defect
			Problems with product quality
			Packaging errors
	Non-logistic service failure	Customer service problems	Poor customer service support
			Poor communication with the company
			Unfair return policies
			Unclear return policies
		Payment Problems	Overcharged
			Web site purchasing process confusing
			Difficulties experienced while paying
		Website design problems	Navigational problems at the site
			Product poorly presented or misrepresented at the site
			Insufficient information provided at site
			Products incorrectly listed as in stock
			Incorrect information provided at the site
			Web site system failure
		Other problems	Other miscellaneous issues

Author	Category		Type of service failure
Holloway and Beatty (2003)	Delivery problems		Purchase arrived later than promised
			Purchase never delivered
			Wrong item delivered
			Wrong size product delivered
			Purchase damaged during delivery
	Web site design problems		Navigational problems at site
			Product poorly presented at site
			Insufficient information provided at site
			Products incorrectly listed at site
			Incorrect information provided at site
	Customer service problems		Poor customer service support
			Poor communication with the company
			Unfair return policies
			Unclear return policies
	Payment problems		Credit card overcharged
			Web site purchasing process confusing
			Difficulties experienced while paying
			Problems with product quality
			Consumer dissatisfied with product quality
	Security problems		Credit card fraud
			Misrepresented merchandise
			E-mail address released to e-marketers
	Miscellaneous		Respondent unintentionally made mistake at site
			Retailer charged some customers more than others
			Lack of personalized information at site
Forbes et al. (2005)	Response to service delivery system/product failure		Policy failure
			Slow/unavailable service
			System pricing
			Packaging errors
			Out of stock
			Product defect
			Hold disaster
			Alterations and repairs
			Bad information
			Web site system failure
	Response to customer needs and requests		Special order/request
			Customer error
			Size variation
Tan et al. (2016)	Information failure		Inaccurate information
			Incomplete Information
			Irrelevant information
			Untimely information
	Functional failure		Needs recognition failure
			Alternatives identification failure
			Alternatives evaluation failure
			Acquisition failure
			Post-purchase failure
	System failure		Inaccessibility
			Non-adaptability
			Non-navigability
			Delay
			Insecurity
Roy et al. (2022)	Logistic service failure	Delivery problems	Purchase arrived later than promised
			Wrong item delivered
			Wrong size product delivered
			Purchase damaged during delivery
			Purchase never delivered
			Delivery promises unfulfilled
		Product-related problems	Product defect
			Problems with product quality
			Packaging errors
	Non-logistic service failure	Customer service problems	Poor customer service support
			Poor communication with the company
			Unfair return policies
			Unclear return policies
		Payment Problems	Overcharged
			Web site purchasing process confusing
			Difficulties experienced while paying
		Website design problems	Navigational problems at the site
			Product poorly presented or misrepresented at the site
			Insufficient information provided at site
			Products incorrectly listed as in stock
			Incorrect information provided at the site
			Web site system failure
		Other problems	Other miscellaneous issues

Source(s): Table by author

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