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

页码：201 / 219

页数：19

共 50 条

[21] The Effect of Online Marketplace' Specific Attributes and Neuroticism on Trust, E-Satisfaction and Local Skincare' Repurchase Intention
Kurniasari, Renny
Primayasari, Eriska Triana
Yuniarty
2022 7TH INTERNATIONAL CONFERENCE ON BUSINESS AND INDUSTRIAL RESEARCH (ICBIR2022), 2022, : 24 - 29
[22] Trust and Repurchase Intention on Online Tourism Services among Malaysian Consumers
Razak, Nurhanan Syafiah Abdul
Marimuthu, Malliga
Omar, Azizah
Mamat, Mazlina
4TH INTERNATIONAL CONFERENCE ON MARKETING AND RETAILING 2013 (INCOMAR 2013), 2014, 130 : 577 - 582
[23] Factors affecting online repurchase intention
Lin, Chinho
Lekhawipat, Watcharee
INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2014, 114 (04) : 597 - 611
[24] A modeling of repurchase intention in Sharia hotels: An integrated model of price, location, religiosity, trust, and satisfaction
Febriandika, Nur Rizqi
Millatina, Afifah Nur
INTERNATIONAL JOURNAL OF ADVANCED AND APPLIED SCIENCES, 2023, 10 (12): : 161 - 171
[25] 'Stimuli Are All Around'-The Influence of Offline and Online Servicescapes in Customer Satisfaction and Repurchase Intention
Ananda, Artha Sejati
Hanny, Hanny
Hernandez-Garcia, Angel
Prasetya, Prita
JOURNAL OF THEORETICAL AND APPLIED ELECTRONIC COMMERCE RESEARCH, 2023, 18 (01): : 524 - 547
[26] Assurance Seals, On-Line Customer Satisfaction, and Repurchase Intention
Park, Insu
Bhatnagar, Amit
Rao, H. Raghav
INTERNATIONAL JOURNAL OF ELECTRONIC COMMERCE, 2010, 14 (03) : 11 - 34
[27] Generation Y consumer online repurchase intention in Bangkok Based on Stimulus-Organism-Response (SOR) model
Zhu, Bing
Kowatthanakul, Suwanna
Satanasavapak, Punnaluck
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, 2019, 48 (01) : 53 - 69
[28] Consumer's e-lifestyle and repurchase intention in online food ordering services: Exploring the role of e-WOM and habit
Sahranavard, Seyed Arash
Oney, Emrah
Aghaei, Iman
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE, 2024, 208
[29] The Effect of Trust and Price on Satisfaction and Intention to Online Group Buying
Baratian, Samira
Safaei, Abdul Sattar
Abraham, Ajith
INTELLIGENT AND FUZZY SYSTEMS: DIGITAL ACCELERATION AND THE NEW NORMAL, INFUS 2022, VOL 2, 2022, 505 : 242 - 249
[30] Understanding consumer intention to participate in online travel community and effects on consumer intention to purchase travel online and WOM: An integration of innovation diffusion theory and TAM with trust
Agag, Gomaa
El-Masry, Ahmed A.
COMPUTERS IN HUMAN BEHAVIOR, 2016, 60 : 97 - 111

← 1 2 3 4 5 →