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1.
Complaint behaviors are critical to maintaining customer loyalty in an online market. They provide insight into the customer's experience of service failure and help to redress the failures. Previous studies have shown the importance of customer satisfaction as a mediator for complaint intentions. It is important to examine the antecedents of customer satisfaction and its link to complaint intentions. Online shoppers are both buyers of products/services and users of web-based systems. Trust also plays a critical role in forming a psychological state with positive or negative feelings toward e-vendors. In this context, there are three major concerns: justice, technology and trust. This study proposes a research model to combine these issues, in order to investigate complaint intentions. Data were collected from an online survey wherein subjects were encouraged to reflect on recent service failure experiences. The results from testing a structural equation model indicate that distributive and interactional justice contribute significantly to customer satisfaction and, in turn, to complaint intentions, but procedural justice does not. Technology-based features and trust are also important in determining the two target variables. The implications for managers and scholars are also discussed. 相似文献
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《International Journal of Information Management》2017,37(6):673-683
With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC. 相似文献
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Jaeki Song Jeff Baker Sangno Lee James C. Wetherbe 《International Journal of Information Management》2012
Retailers’ websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we identify how the elements of a website shape customers’ salient beliefs. These salient beliefs, in turn, determine the level of customers’ satisfaction with the website. This study provides both theoretical insights into the beliefs of online shoppers and practical insights for retail website operators. Specifically, we argue that when retail websites are constructed to include several specific elements that appeal to the key salient beliefs of information quality, service quality, and system quality, retailers will increase customers’ satisfaction with the online shopping process. 相似文献
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This study examines the dimensions of web service quality based on e-customer's, expectations and perceptions. We develop operationalized web service quality constructs, and analyze, their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service, convenience. One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions. Individual PC skill sets may affect perception of service convenience, but seems to have no influence on how customers assess web service quality, customer satisfaction or, behavioral intentions to use the e-service. The indirect or mediating influence of satisfaction on web, service quality and behavioral intentions is indeed stronger than the direct influence of web service, quality on behavioral intentions. 相似文献
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《Information processing & management》2023,60(2):103218
The rise of online retail platforms has facilitated customers to purchase from the same firm across multiple platform channels. It is challenging for firms to maintain online customer–firm relationships as customers are easily attracted by competitors on different platforms. While previous studies focus on offline-online multichannel shopping, how cross-platform multichannel shopping affects customer–firm relationships is largely neglected. Utilizing longitudinal customer data from an online seller with channels on two major Chinese retail platforms, we found that cross-platform multichannel shopping lengthens, deepens, and broadens online customer–firm relationships. Cross-platform multichannel shopping has a stronger positive effect on the length and depth of online customer–firm relationships as the duration before multichannel shopping increases. After cross-platform multichannel shopping, customers who revert to the original channel weaken their relationship with the firm compared to those who keep using both channels or migrate to another channel. Our empirical results contribute to the literature by examining novel multichannel shopping behavior and its dynamic process. The findings also provide insights into customer relationship management by targeting cross-platform multichannel shopping customers. 相似文献
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Dingtao Zhao Feng Wang Jiuchang Wei Liang Liang 《International Journal of Information Management》2013
This study explores how online comments influence public reactions to organizational crisis discourses based on five scenarios depicting typical online comment patterns. Through an empirical study involving 621 participants, several key findings are obtained. First, online comments have a significant effect on post-crisis reactions involving emotions, attitudes and behavioral intentions. However, except in the case of perceived comment manipulation, public reaction patterns associated with overwhelmingly positive and non-overwhelmingly positive comments are not significantly different and are friendlier to the crisis organization than the other three patterns. Moreover, reactions associated with the pattern in which there are no online comments are quite similar to those associated with the pattern of non-overwhelmingly negative comments. Second, positive emotions enhance perceived organizational integrity, whereas negative emotions reduce this perception. Third, perceived comment manipulation has a negative moderating effect on the relationship between positive emotion and perceived organizational integrity and a positive moderating effect on the relationship between negative emotion and perceived organizational integrity. Finally, emotions and perceived organizational integrity are found to be predictors of loyalty and boycott intentions. The findings of the study extend the present knowledge on crisis communication by highlighting the impact of online comments on the post-crisis reactions of the public and also provide crisis managers with guidelines on how to deploy appropriate crisis communication strategies. 相似文献
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Use of both verbal and nonverbal cues in computer-mediated communication can influence customers’ perceptions and their behavioral intentions. Drawing on the compensation effect theory, this study investigates how verbal and nonverbal cues used by customer service agents during online service recovery processes affect customers’ perceptions of service chat agents’ warmth and competence and their willingness to cooperate with a service agent to complete the service recovery process. A 2 (message interactivity cues: high vs. low) × 2 (visual cues: high vs. low) between-subjects experimental design is utilized to identify the main and interaction effects of verbal and visual nonverbal cues used in online communications on customers attitudes and behaviors. Results show that use of verbal cues leads to higher perception of a chat agent’s competence, but lower perception of a chat agent’s warmth while use of visual nonverbal cues results in higher warmth perceptions but lower competence perceptions. The interaction effect of verbal and visual nonverbal cues indicates that visual nonverbal cues have a compensatory effect on message interactivity and vice versa, such that customer-perceived warmth and competence are prone to trade-offs between verbal cues and visual nonverbal cues. Furthermore, perceived warmth and competence mediate the indirect effects of verbal and nonverbal cues on customers’ cooperation intentions. Theoretical and practical implications of use of verbal and nonverbal cues during online communications in service recovery processes are discussed. 相似文献
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消费情感对服务质量和顾客满意感影响的实证研究 总被引：2，自引：0，他引：2
以往对顾客满意和服务质量的研究,主要都是从顾客的认知角度进行,顾客情感在消费过程中对顾客服务评价和购后行为的影响未得到应有的重视。基于维纳在心理学研究中提出的"归因—情绪反应—行为预期"的理论框架,本研究建立起整合消费情感、顾客认知、服务质量和顾客满意的概念模型,提出相应假设,并通过实证方法对该模型进行了验证。研究结果表明,消费情感与认知显著相关,并且与顾客认知共同显著影响着整体服务质量评价和顾客满意。其中,积极情感对两者有显著正向影响,而自我和外在归因的消极情感则与两者显著负相关。值得注意的是,自我归因的消极情感对中国消费者的影响表现出与西方文化背景下不同的特性。 相似文献
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Social commerce refers to an extension of e-commerce sites, integrated with social media and Web 2.0 technology to encourage online purchases and interactions with customers before, during, and after the purchase. As the country with the largest e-commerce market in Southeast Asia and many active social media users, Indonesia has many opportunities to implement successful social commerce. Since customers are the primary focus in social commerce, repurchase and word-of-mouth (WOM) intentions have been considered as significant behavioural intentions after a customer completes a purchase. Thus, this study aims to identify factors that affect customers’ repurchase and WOM intentions. A total of 421 sets of survey data were gathered from social commerce customers in Indonesia and analysed using the partial least squares approach. The results indicate that repurchase and WOM intentions are positively affected by trust and satisfaction, where both trust and satisfaction are positively affected by reputation and information quality. The results provide theoretical and practical implications for future social commerce research and practical implications for social commerce firms. 相似文献
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Since much online shopping is attributed to online impulse buying, it is important to define this particular shopping process. This process has three important issues, perceived risk for virtual stores as well as e-store design and psychological state for online shopping. This is because consumers are both system users and impulse buyers when shopping on e-stores. E-store design is based on the interaction of customers with e-stores and the expectation-confirmation model supports examination of this issue with a wide familiarity in IT use. Psychological state is emotional responses to the stimulus of products in e-stores and flow theory, with task skill and task challenge as precursors, is suitable for exploring this issue. Grounding on the three issues, this study proposes a new research model with these considerations to thoroughly examine the determinants of online impulse buying. Flow state and customer satisfaction also interact with each other. Empirical research shows an important link for the three defined issues of online impulse buying. 相似文献
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Social Networking Sites (SNSs) play an important role in our daily lives and the number of their users increases regularly. To understand how users can be satisfied in the complex digital environment of SNSs, this study examines how motivations and emotions combine with each other to explain high satisfaction. Users’ motivations comprise four attributes, entertainment, information, social-psychological, and convenience. Emotions are divided into their two main categories, that is positive and negative emotions. We draw on complexity and configuration theories, present a conceptual model along with propositions and perform a fuzzy-set qualitative comparative analysis (fsQCA). Through an empirically study with 582 SNSs users, we present eight combinations (configurations) of motivations and emotions that lead to high satisfaction, which highlight the role of high convenience, followed by entertainment and information motivations in being satisfied with SNSs. High satisfaction can be achieved both when positive and negative emotions are high and low, depending on how they combine users’ motivations. None of the factors are indispensable to explain high satisfaction on their own, instead they are insufficient but necessary parts of the causal combinations that explain high satisfaction. This study contributes in SNSs literature by extending current knowledge on how motivations and emotions combine to increase satisfaction, and by identifying specific patterns of users for whom these factors are important and influence greatly their satisfaction. 相似文献
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通过采用计划行为理论建立大学生网络消费意愿影响因素的假设模型,并利用Spss17.0以及Amos17.02统计软件对调研数据进行统计分析及拟合处理。研究结果显示,在大学生这一网络消费群体中,网站设计易用性、安全隐私、货物配送服务质量、口碑等对网络消费总体满意度有显著正向影响,转移成本对网络消费总体满意度负面影响显著。在网络消费意愿影响因素方面,口碑和网络消费总体满意度对消费意愿都有显著正向影响,转移成本这一因素对消费行为意愿的影响没有得到充实的论据。 相似文献
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After-sale service quality is a key to differentiating an online seller from numerous others and attracting returning customers. However, new customers cannot readily discern the quality of unfamiliar sellers. Sellers often try to reduce the information asymmetry and signal their quality by ensuring good website interface usability, considering that the website is the main point of contact with online shoppers. Most research on signaling has focused on its pre-purchase effects. Although researchers have argued that signaling could affect future purchase decisions, how signaling influences repurchase intention has not been detailed. This study proposes a model of the influence based on the signaling theory and expectation-confirmation model. The model posits that a signal influences an online shopper’s expectation and the expectation-confirmation subsequently determines repurchase intention. The model was tested with pre-purchase and post-purchase data collected in a two-stage survey and analyzed with structural equation modeling. Findings indicate that signaling goes beyond the pre-purchase stage of initial purchase to influence repurchase intention. This indicates that signaling has longer-term effect than that typically examined in signaling research and further research on the effect is needed. For practice, the findings indicate that online sellers need to send realistic signals to attract returning customers. 相似文献
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Asle FagerstrømAuthor Vitae Gheorghita GhineaAuthor Vitae 《International Journal of Information Management》2011,31(2):103-110
Do online recommendations have the same motivating impact as price at the point of online purchase? The results (n = 268) of an conjoint study show that: (1) when the price is low or high relatively to market price, it has the strongest impact (positive and negative) on the likelihood of an online purchase of an mp3 player, (2) when the price is average to market price, online recommendation and price are equal in their impact at the point of online purchase, and, (3) the relative impact from price increases when online shopping frequencies increases. The implications these results give are that online retailers should be aware that online recommendations are not as influential as a good offer when consumers purchase electronics online. However, other customer recommendations have a stronger impact on novice online shoppers than towards those consumers that shop more frequently online. 相似文献
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《International Journal of Information Management》2017,37(3):214-228
Service failure apologies on social media are a new crisis communication outlet trend used by companies to apologise to affected customers quickly and offer solutions, ultimately to restore customers' trust and brand loyalty. This paper contributes to the nascent literature on companies' social media service failure apologies and fills a gap in the social commerce literature by recognising that due to the open and public nature of social media, these apologies may reach not just affected customers, but also unintended audiences such as potential customers among the general public, which could potentially damage a company's reputation and market share. An online survey administered to 241 customers and 271 non-customers of a famous mobile phone brand, which used YouTube to apologise to its customers for a service failure incident, is used to explore potential behavioural outcomes, after exposure to the apology. Findings confirm that both customers and non-customers of the service provider may become exposed to a social media service failure apology. The hypothesised model predicts behavioural intentions to remain a customer after exposure to the social media service apology better than behavioural intentions to become a customer, even though relationships hold for both groups. Theoretical and managerial implications are discussed. 相似文献
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O2O在线外卖顾客满意度评价体系区别于传统的餐饮顾客满意度评价,为提高O2O模式下在线外卖的顾客满意度,本文通过对顾客满意评价体系以及餐饮行业顾客满意因素研究,提出了O2O模式在线外卖用户满意度的模糊评价模型。模型给出在线外卖顾客满意的4个影响因素,即食品因素、价格因素、服务因素以及便利因素,其中食品因素对顾客满意的影响程度最大。利用模型对在线外卖的代表性平台"饿了么"进行顾客满意度的实证分析,验证了模糊评价体系可行性,并根据评价结果提出了提高O2O在线外卖顾客满意度的措施建议。 相似文献
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Examining the Influence of Emotional Expressions in Online Consumer Reviews on Perceived Helpfulness
《Information processing & management》2020,57(6):102266
Drawing on the cognitive appraisal theory of emotions and the attribution theory, this study extends existing research by examining how the emotional expressions influence perceived helpfulness of online consumer reviews (OCRs). We include two negative emotions (anger, fear) and two positive emotions (pride, surprise). Each of these four emotions can be described with respect to six emotional appraisal dimensions which containing certainty, pleasantness, attentional activity, anticipated effort, control and others’ responsibility. Hypotheses thus developed were empirically validated using the laboratory experiment in the context of restaurant services. Research results indicated that emotion expressions in OCRs have an indirect effect on perceived helpfulness through attribution about the reviewer's cognitive effort. We find that reviews with negative emotions are perceived to be more reviewer's cognitive efforts than positive emotions. More specifically, OCRs with negative emotions tend to comprise more diagnostic features related the product or service, and are more informative. We further examined whether the gender of reader moderates the relationship between different emotional expressions and perceived reviewer's cognitive effort. The results find that reviews conveying positive emotions tended to have a greater impact on male readers’ perception of reviewer's cognitive effort than those of female readers. Reviews conveying negative emotions were found to have a greater impact on female readers’ perception of reviewer's cognitive effort than that of male readers. The study results add to existing knowledge of the influence of emotional expression on perceived helpfulness, which will advance our understanding of information processing in the psychological mechanisms influencing the attitude. Applying the results from this study, restaurant service providers can make different coping strategy for discrete emotions and platform administrators can assistant reviewer express their emotions more precisely. 相似文献
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《Information processing & management》2019,56(4):1425-1438
This paper extracted discrete emotions from online reviews based on an emotion classification approach, and examined the differential effects of three discrete emotions (anger, fear, sadness) on perceived review helpfulness. We empirically tested the hypotheses by analyzing the “verified purchase” reviews on Amazon.com. The findings of this study extend the previous research by suggesting that product type moderates the effects of emotions on perceived review helpfulness. Anger embedded in a customer review exerts a greater negative impact on perceived review helpfulness for experience goods than for search goods. Fear embedded in a review is identified as an important emotional cue to positively affect the perceived review helpfulness with more persuasive messages. As the level of sadness embedded in a review increases, perceived review helpfulness decreases. These findings contribute to a better understanding of the important role of emotions embedded in reviews on the perceived review helpfulness. This study also provides practical insights related to the presentation of online reviews and gives suggestions for consumers regarding how to select and write a helpful review. 相似文献
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针对移动电子商务消费者和商家对智能客服的需求,设计一种支持消费者购买意向评估和语音自动问答的跨平台智能客服系统,依据消费者购买意向大小优化商家人工客服响应顺序,实现自动客服与人工客服的有效融合。实验结果表明,智能客服系统能够有效提高移动电子商务消费者对商家客服的满意度和店铺的订单成交率,降低商家人工客服的工作量和消费者在线咨询的平均等待时间。 相似文献