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
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