The relationship between return service recovery and purchase intention of consumers in online shopping

Online shopping has become part of people's life. The growing importance of the e-commerce, requires adequate attention to the recovery of online return service. Service failure can occur due to the difficulties in having a face-to-face contact delivery and the immateriality and intangibility characteristics of the service. Although the large literature on return policy, there is a lack in understanding the perceived value of the relationship between return policy and others factors. This study aims to deeper this understanding, as well to develop a return service and service recovery framework based on customers' perspective. To accurately verify the suggested conceptual model, a survey was conducted to the customers of the Chinese biggest online stores (Taobao and Jingdong) who had experienced return. The selected customers profile include an high degree education and more than one-year online shopping experience, in order to guarantee that the customers have return experience and know return policy well. This thesis uses SPSS version 20.0 to conduct descriptive statistics and uses SmartPLS2.0 to carry out the structural equation modeling analysis, validity analysis and path analysis to verify and ultimately determine the model of the relationships of the constructs, namely the online return service recovery and customers' purchase intention in online shopping. Based on the empirical research results, this thesis puts forward recommendations for improving consumer's willingness to purchase in terms of return service recovery, trust, perceived value, and customers' participation. Also proposes that the return service recovery in online shopping needs the participation of e-retailers and customers to work together to maximize its significance and value.Comprar "online" é parte da vida. A crescente importância do "e-commerce", obriga a uma atenção adequada à recuperação de serviço de devolução "online". A falha na prestação do serviço pode ocorrer devido á dificuldade da prestação de serviço face a face, bem como às características de imaterialidade e de intangibilidade do serviço. Apesar da elevada literaturana política de devolução, ainda não se compreende o valor percebido da relação entre a política de devolução e os fatores do seu contexto. Este estudo pretende aprofundar este conhecimento, bem como desenvolver um modelo conceptual do serviço de devolução na perspetiva do cliente. A fim de testar o modelo conceptual proposto, foi conduzido um inquérito aos clientes das maiores lojas "online" Chinesas (TaobaoandJingdong), que tinham feito devolução. O perfil dos entrevistados inclui qualificação académica de nível superior e ter mais de um ano de experiência em compras "online", garantindo, assim, que teriam experienciado e conheciam o serviço de devolução. OsoftwareSPSS 20.0 foi usado para a análise descritiva e o SmartPLS2.0 para a análise de validade e modelização por equações estruturais das relações entre os constructos, nomeadamente entre a recuperação do serviço de devolução e a intenção de compra online. Baseada nos resultados obtidos, esta tese sugere recomendações para incentivar a disposição do cliente em comprar devido à forma de prestação do serviço de devolução, á sua confiança, ao seu valor percebido e sua participação, Ainda propõe uma participação ativa entre comerciantesonline e clientes para aumentar o valor da recuperação de serviços de devolução "online"

Online store brand experience impacting on online brand trust and online repurchase intention: The moderating role of online brand attachment

The scope of this research is to examine the impact of online store brand experience on online brand trust and online repurchase intention. Additionally, the study tests whether online brand attachment moderates these influences. Data was gathered in two cites in Pakistan and path relationships in the theoretical model were analysed using partial least squares structural equation modelling. The study results confirm that onlinebrand attachment and online brand experience have a direct relationship with online brand trust and online repurchase intention. Conclusively, online brand attachment significantly moderates the two relationships between a) online brand experiences and online brand trust and b) online brand experiences and online repurchase intention.The study provides insights for online retail store managers to focus on improving the online experience for its customers in order to promote online brand trust and online repurchase intentions

ONLINE STORE BRAND EXPERIENCE IMPACTING ON ONLINE BRAND TRUST AND ONLINE REPURCHASE INTENTION: THE MODERATING ROLE OF ONLINE BRAND ATTACHMENT

The scope of this research is to examine the impact of online store brand experience on online brand trust and online repurchase intention. Additionally, the study tests whether online brand attachment moderates these influences. Data was gathered in two cites in Pakistan and path relationships in the theoretical model were analysed using partial least squares structural equation modelling. The study results confirm that online brand attachment and online brand experience have a direct relationship with online brand trust and online repurchase intention. Conclusively, online brand attachment significantly moderates the two relationships between a) online brand experiences and online brand trust and b) online brand experiences and online repurchase intention. The study provides insights for online retail store managers to focus on improving the online experience for its customers in order to promote online brand trust and online repurchase intentions. JEL: C12; L81; M31  Article visualizations

The impact of perceived service quality on patient satisfaction and behavioral intention: The case of a private dental hospital in China

To explore the impact of perceived service quality on patient satisfaction and behavioral intention in the field of oral health, this research put forth a model of the relationship between perceived service quality, perceived value, patient satisfaction, and their behavioral intentions based on the European Customer Satisfaction Index (ECSI model). The five dimensions of SERVQUAL model are integrated into the three variables, namely enterprise image, medical facilities and medical personnel. Meanwhile, patient participation is introduced as a moderator to explore its moderating effect on perceived value and patient satisfaction. A total of 245 valid questionnaires were collected from patients receiving treatment in the surveyed hospital. Data analysis was carried out using statistical methods including confirmatory factor analysis (CFA), descriptive statistics, Cluster analysis, structural equation modeling (SEM), and three-level regression analysis. Results show that service personnel of dental institutions have a positive impact on patients' behavioral intention and perceived value, and perceived value positively correlates with patient satisfaction; service facilities also have a positive correlation with patient satisfaction; patient satisfaction positively impacts patients’ behavior intention. Moreover, patient satisfaction and perceived value act as mediators when corporate image and service personnel exert influence on patients' behavioral intentions. Based on above research results, the research proposed improvement solutions to the hospital from the perspective of patient satisfaction and behavior intention, and gave policy suggestions on upgrading the overall service level of the dental care industry in China.Para estudar o impacto da perceção de qualidade de serviço na satisfação do paciente e na intenção comportamental na área da saúde oral, esta investigação explora um modelo da relação entre a perceção da qualidade do serviço, o valor percebido, a satisfação do paciente, e as suas intenções comportamentais baseadas no Índice Europeu de Satisfação do Cliente (modelo ECSI). A investigação integrou cinco dimensões do modelo SERVQUAL e três variáveis relacionadas com a imagem corporativa, facilidade de serviço, e pessoal de serviço em organizações de medicina dentárias. Utilizou-se igualmente a "participação do paciente" como variável moderadora para verificar o efeito moderador da participação do paciente no valor percebido e na satisfação do paciente. A amostra envolveu 245 pacientes de um hospital de medicina dentária que responderam a um questionário. A análise de dados foi realizada utilizando métodos estatísticos tais como a análise fatorial confirmatória (CFA), estatística descritiva, análise de Cluster, equações estruturais (SEM), e análise de regressão a três níveis. Os resultados revelam que o pessoal de serviço nas instituições dentárias tem um impacto positivo na intenção comportamental e no valor percebido dos pacientes; o valor percebido correlaciona-se positivamente com a satisfação do paciente; as instalações também têm uma correlação positiva com a satisfação do paciente; a satisfação do paciente tem um impacto positivo na intenção comportamental do paciente. Além disso, a satisfação do paciente e o valor percebido atuam como mediadores quando a imagem corporativa e o pessoal de serviços exercem influência sobre as intenções comportamentais dos pacientes. Com base nos resultados, são propostas ao hospital algumas soluções de melhoria que visam aumentar a satisfação do paciente e da intenção comportamental. São também apresentadas e discutidas algumas sugestões para melhorar o nível global de serviços da indústria de cuidados dentários na China

Modeling the impact of corporate social responsibility on sustainable purchase intentions: insights into brand trust and brand loyalty

Green innovation performance deals with the strengthening of the organizations for their competence in enhancement of their green image. Current research examines the role of corporate social responsibility (CSR) in improving sustainable purchase intentions. In addition, it explores the mediating roles of brand trust and brand loyalty. It also reveals that how CSR is crucial for green innovation performance in Pakistan. This research uses the structural equation model (SEM) analysis technique to investigate the linkage between constructs in the complex research model. This uses a self-administrated survey-based questionnaire and a convenience sampling technique for data collection. The unit of analysis is buyers from textile and clothing brands consisting 373 respondents. The findings revealed that corporate social responsibility had a beneficial impact on Pakistani purchasers’ long-term purchase intentions. Green innovation performance can also be improved by improving CSR. The link between CSR, sustainable buying intentions, and green innovation technology is partially mediated by brand loyalty. Brand trust was identified as a possible link between CSR and brand loyalty. Brand trust and loyalty, interestingly, modulate the link between CSR and sustainable purchase intentions as well as CSR and green innovation performance in a sequential manner. The article’s findings will be useful for academics, specialists, and policymakers as these provide glimpse into textile, clothing, and fashion brands with a focus on CSR to improve green innovation performance, as well as highlighting the most relevant studies on the topic and showcasing trends in research and gaps in the field

Consumer’s Revisit Behavior in Online Group-Buying: A Shopping Value Perspective

There is a tremendous growth of online group-buying (OGB) in recent years. Under the intensive market competition, customer’s revisit behavior is essential for OGB websites to survive. Drawing upon the shopping value perspective, this paper identifies the unique features of OGB and investigates the impacts of these features on customer shopping value and revisit behaviors. A theoretical model was developed and tested by 258 valid responses collected through an online survey. The results show that both the hedonic value and utilitarian value are salient in OGB context and the identified OGB features significantly influence the shopping value. Further, the effects of shopping value vary among different visit channels

"Wow, I could've had a V8!": The role of regret in consumer choice

decision making;consumer behavior;regret theory

Are Low Price Guarantees And Price Matching Guarantees Created Equal: Examining The Effects Of Different Types Of Price Guarantees On Consumers’ Evaluations

Retailers offer one of Low Price Guarantees (LPGs) or Price Matching Guarantees (PMGs) to signal their price position in the marketplace. Past literature has assumed that both LPG and PMG work similarly as signals of low prices, and consequently, LPG and PMG have been used interchangeably in both research and practice. In my dissertation, I posit that LPG and PMG send out different price signals, and therefore have different effects on consumers’ evaluations. Across four studies, I show that LPGs signal lower prices than PMGs, and so LPGs lead to superior evaluations in pre-purchase scenarios, especially for promotion focused consumers actively seeking the lowest price. However, if post-purchase consumers identify a lower price in the marketplace, implying a signal default, then repurchase intentions are less in the case of LPGs, especially among promotion focused consumers. In initial studies, in pre-purchase scenarios, I show that purchase intentions are higher when LPGs (vs. PMGs) are used, with the effect stronger amongst promotion focused (vs. prevention focused) consumers. In a subsequent study, which examines post-purchase scenario, I show that upon signal default, consumers’ repurchase intentions are lower when LPGs (vs. PMGs) had been used, and that these effects are stronger amongst promotion focused (vs. prevention focused) consumers. Finally, I run a study wherein the (very) same participants go through a pre-purchase scenario and a post-purchase scenario in succession, and I replicate the above effects

Our Fates Entwined: A Social and Psychological Perspective of Control in Corporate Governance

In this dissertation I examine how the exercise of board control at one firm can influence governance at other firms by affecting the social cognitions of other corporate leaders about their own board. Existing corporate governance research has focused on the dyad-level relationship between management and the board or other constituencies of the same firm and has raised a variety of questions about the efficacy of boards as a control mechanism. I develop a novel theoretical framework in which the actions of a single board, such as the dismissal of a CEO, can reverberate across multiple firms and affect the behavior of other CEOs that are likely to be aware of the dismissal. The theory developed in the first study suggests that a CEO is likely to experience sanctions against a fellow CEO in a way which generates deterrence by increasing the salience of the board’s power over management and describes contingencies under which such CEOs are likely to preemptively alter their behavior in order to avoid similar sanctions. This perspective uncovers a much broader effect of boards than has been identified in prior research by considering how a single act of control by a board at one firm can bolster control at multiple other firms, while incurring costs only at the originating firm. Whereas existing governance literature emphasizes reactive forms of control, such as dismissing a CEO at a firm that is already in decline, the theoretical perspective introduced here suggests a proactive form of control in which CEOs react to control at other firms by engaging in behaviors aimed at preempting a similar fate. In the second study, I extend this theoretical framework by considering how subjective feelings of common fate among CEOs can cause sanctions aimed at one CEO to have unintended consequences for strategic preferences due to intergroup biases that are activated by relatively automatic cognitive processes of self-categorization. Overall this dissertation develops a cross-level perspective on governance that suggests how micro level socio-cognitive sources of control can affect corporate governance across industry boundaries, at the field level.PHDBusiness AdministrationUniversity of Michigan, Horace H. Rackham School of Graduate Studieshttps://deepblue.lib.umich.edu/bitstream/2027.42/144114/1/gshani_1.pd

Trust in Electronic Markets, A Review and Synthesis of Theories

Electronic markets have grown substantially, and they are considered as a significant form of retail. Despite this growth, the lack of physical transactions between different parties as well as concerns about the privacy of users and the security of transactions has led to a decline in users’ trust in these platforms. This deficiency has motivated many researchers to study the concept of trust in the e-commerce environment. In this paper, we have created a comprehensive and up-to-date framework that synthesises the findings of the previous studies. To achieve this aim, we use a systematic literature review method. We searched 17 top-ranked information systems journals and conferences and reviewed the resultant pool of 127 papers. Beyond investigating the antecedents and consequences of trust in e-commerce, we reviewed the theoretical basis used in the literature. The study concludes with implications of the literature for practice and a critical agenda for future research