Feedback mechanisms and consumer satisfaction, trust and repurchase intention in online retail

被引：21
|
作者：
Wang, Hongpeng [1 ]
Du, Rong [2 ]
Olsen, Timothy [3 ]
机构：
[1] Xidian Univ, Sch Econ & Management, Dept Management Sci, Xian, Shaanxi, Peoples R China
[2] Xidian Univ, Sch Econ & Management, Dept Business Adm, Xian, Shaanxi, Peoples R China
[3] Gonzaga Univ, Sch Business Adm, Spokane, WA 99202 USA
来源：
INFORMATION SYSTEMS MANAGEMENT | 2018年 / 35卷 / 03期
基金：
美国国家科学基金会;
关键词：
Feedback mechanisms; provider recommendations; customer reviews; satisfaction; trust; online repurchase intention; WORD-OF-MOUTH; ELABORATION LIKELIHOOD MODEL; E-COMMERCE; PERCEIVED TRUSTWORTHINESS; BEHAVIORAL-RESEARCH; CUSTOMER REVIEWS; PRODUCT REVIEWS; INFORMATION; RECOMMENDATIONS; TECHNOLOGY;
D O I：
10.1080/10580530.2018.1477301
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
We introduce a key construct, perceived effectiveness of feedback mechanisms (PEFMs), to analyze moderating effects of PEFMs on the relationship between consumers' satisfaction, trust, and repurchase intention. We find that (1) PEFMs negatively moderate the satisfaction-trust relationship; (2) PEFMs positively moderate the trust-repurchase intention relationship; (3) provider recommendations and customer reviews are complementary with customers' trust but can substitute for prior experience with products.
引用
收藏
页码：201 / 219
页数：19
相关论文
共 50 条
  • [1] TRUST, SATISFACTION, AND ONLINE REPURCHASE INTENTION: THE MODERATING ROLE OF PERCEIVED EFFECTIVENESS OF E-COMMERCE INSTITUTIONAL MECHANISMS
    Fang, Yulin
    Qureshi, Israr
    Sun, Heshan
    McCole, Patrick
    Ramsey, Elaine
    Lim, Kai H.
    MIS QUARTERLY, 2014, 38 (02) : 407 - +
  • [2] Online Retailer Reputation, Satisfaction, and Trust as Catalysts in the Consumer Perceptions of Ethics on Online Retailers and Repurchase Intention
    Ahamed, A. F. M. Jalal
    Long Pham
    INTERNATIONAL JOURNAL OF E-ADOPTION, 2021, 13 (02) : 1 - 18
  • [3] Satisfaction, Trust and Online Purchase Intention: A Study of Consumer Perceptions
    Chu, Fulei
    Zhang, Xuan
    2016 INTERNATIONAL CONFERENCE ON LOGISTICS, INFORMATICS AND SERVICE SCIENCES (LISS' 2016), 2016,
  • [4] Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb
    Liang, Lena Jingen
    Choi, Hwansuk Chris
    Joppe, Marion
    INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2018, 69 : 41 - 48
  • [5] The Effect of Trust on Customers' Online Repurchase Intention in Consumer-to-Consumer Electronic Commerce
    Jia, Lin
    Cegielski, Casey
    Zhang, Qinsheng
    JOURNAL OF ORGANIZATIONAL AND END USER COMPUTING, 2014, 26 (03) : 65 - 86
  • [6] AN INTEGRATED MODEL FOR CUSTOMER ONLINE REPURCHASE INTENTION
    Wen, Chao
    Prybutok, Victor R.
    Xu, Chenyan
    JOURNAL OF COMPUTER INFORMATION SYSTEMS, 2011, 52 (01) : 14 - 23
  • [7] The Effect of Trust, Satisfaction and Enjoyment Toward Repurchase Intention in E-commerce
    Rini, Dian Purbo
    Josephat, Ezell
    Ririmasse, Yonathan Rumphius
    Sundjaja, Arta M.
    3RD INTERNATIONAL CONFERENCE ON CYBERNETICS AND INTELLIGENT SYSTEMS (ICORIS 2021), 2021, : 172 - 177
  • [8] Factors affecting satisfaction and intention to repurchase retail banking services in Vietnam
    Dao Cam Thuy
    Nguyen Ngoc Quang
    COGENT BUSINESS & MANAGEMENT, 2022, 9 (01):
  • [9] Role of channel integration on the service quality, satisfaction, and repurchase intention in a multi-channel (online-cum-mobile) retail environment
    Yang, Shuqing
    Lu, Yaobin
    Chau, Patrick Y. K.
    Gupta, Sumeet
    INTERNATIONAL JOURNAL OF MOBILE COMMUNICATIONS, 2017, 15 (01) : 1 - 25
  • [10] Analysis on consumer's repurchase intention of online shopping
    Chuang, Li-Wen
    Chiu, Shu-Ping
    2017 INTERNATIONAL CONFERENCE ON GREEN INFORMATICS (ICGI), 2017, : 155 - 158
12345