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Exploring customers’ purchasing behavior toward refurbished mobile phones: a cross-cultural opinion mining of amazon reviews

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Abstract

The higher levels of technology-driven consumption, especially the rapid replacement of mobile phones, have recently led to ecological imbalance due to the growth of electronic waste generation in both developed and developing societies. Refurbishing mobile phones can contribute significantly to reducing electronic waste and conserving natural resources by extending the lifespan of mobile phones. In this vein, further adoption of such devices can be considered a significant opportunity. Nonetheless, consumer purchasing behavior differs in various socio-cultural settings. Therefore, to better identify such differences in consumers’ needs and the influencing factors on their actual behavior toward refurbished mobile phones in the USA and India (two diverse societies), this cross-cultural study applies a confirmatory aspect-level opinion mining method to analyze customer comments collected from Amazon.com and Amazon.in. According to the results obtained, American and Indian customers show various attention levels and emotional inclinations concerning the same pre-specified aspect category of this study. American consumers mention features related to product characteristics of refurbished phones (e.g., battery, camera, screen, etc.) more than Indian customers (26.7% difference on percent of total), while Indians mostly emphasize on unsatisfactory experiences of these features. On the other hand, in India, seller-related aspects, including seller’s reputation, warranty, and packaging are of higher importance (37.2% of total) when compared to the USA (17.8% of total). Moreover, considering the customer-related category, it can be concluded that environmental incentives are stronger for American customers, whereas Indian customers are highly motivated by financial motivators. Eventually, remanufacturers and marketing management can apply the research findings to develop appropriate product development and marketing strategies in both developed and developing countries.

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Authors and Affiliations

  1. Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Tehran Province, Iran

    Atiyeh Seifian

  2. Faculty of Management, Tehran University, Tehran, Tehran Province, Iran

    Mohamad Bahrami

  3. Department of Supply Chain and Operations Management, Australian Institute of Business, Adelaide, Australia

    Sajjad Shokouhyar

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  1. Atiyeh Seifian
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  2. Sajjad Shokouhyar
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  3. Mohamad Bahrami
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Correspondence to Atiyeh Seifian.

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Seifian, A., Shokouhyar, S. & Bahrami, M. Exploring customers’ purchasing behavior toward refurbished mobile phones: a cross-cultural opinion mining of amazon reviews. Environ Dev Sustain (2023). https://doi.org/10.1007/s10668-023-03804-x

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