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

被引：19
|
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] 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
  • [2] 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
  • [3] 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 - +
  • [4] Gender differences and consumer's repurchase intention: the impact of trust propensity, usefulness and ease of use for implication of innovative online retail
    Amin, Muslim
    Rezaei, Sajad
    Tavana, Firouzeh Shajari
    INTERNATIONAL JOURNAL OF INNOVATION AND LEARNING, 2015, 17 (02) : 217 - 233
  • [5] The Mediating Effect of Two Different Online Trust in the Relationship Between Online Satisfaction and Repurchase Intention
    Wu, X. J.
    INTERNATIONAL CONFERENCE ON ADVANCES IN MANAGEMENT ENGINEERING AND INFORMATION TECHNOLOGY (AMEIT 2015), 2015, : 446 - 453
  • [6] 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,
  • [7] 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
  • [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] 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
  • [10] Customer satisfaction and repurchase intention theory for the online sharing economy
    Huarng, Kun-Huang
    Yu, Ming-Feng
    REVIEW OF MANAGERIAL SCIENCE, 2019, 13 (03) : 635 - 647
12345