Perceptions of justice after recovery efforts in internet purchasing: the impact on consumer trust and loyalty toward retailing sites and online shopping in general

Abstract

The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. To test this model, 3,339 customers from all over Brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. Findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. Consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in Internet shopping is mainly affected by familiarity and the quality of prior experiences with Internet purchasing. These two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. Moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust.

Mobile Healthcare Adoption among Patients in a Developing Country Environment: Exploring the Influence of Age and Gender Differences

“…However, there is a limited literature addressing how gender differences influence people"s trust perceptions toward adoption of a new technology, particularly in relation to m-healthcare. Yet, extensive empirical analysis established that women have the tendency to demonstrate lower degrees of trust perceptions toward adoption of online channel for purchase when compared with men (Cho & Jialin, 2008;Dennis et al, 2010;Santos & Fernandes, 2011). In fact, it is apparent from literature that women generally perceive higher level of risk and uncertainty than men when making an adoption decision, and this leads women to report higher degree of security/privacy concerns than men (Jensen et al, 2005;Fogel & Nehmad, 2009;Michota, 2013).…”

Qualidade Percebida do Autosserviço Online: Validação da Escala e-SELFQUAL no Contexto Brasileiro

“…Para o presente estudo foi adicionado uma nova variável endógenaconfiançae manteve-se satisfação e lealdade. Essas relações foram observadas na literatura sobre qualidade de serviçopresencial e online (Bauer et al 2006;Cho & Hu, 2009;Harris & Goode, 2004;Ho & Lee, 2007;Parasuraman et al 2005;Santos & Fernandes, 2011). As escalas utilizadas para mensurar satisfação, lealdade e confiança apresentaram confiabilidade, atestada pela variância extraída, confiabilidade composta e Alpha de Cronbach.…”

Consumer Complaints and Company Market Value

“…Immediately after receiving bad service, consumers can, for instance, pass on a negative comment about the service by phone, in person or through online social networks (Bentivegna, 2002;Santos & Fernandes, 2011). Consumers tend to make great efforts to pass on the details of serious problems (Richins, 1983).…”

“…Heskett, Jones, Loveman, Sasser and Schlesinger (1994) developed the concept of the terrorist customer who can significantly affect a company's profitability. This type of customer is so dissatisfied with the quality of a service provided that she spreads negative information whenever the opportunity arises and is able to reach hundreds of other potential customers through the internet (Santos & Fernandes, 2011).…”

“…There has been a rapid spread of broadband internet connections and a proliferation of blogs, interactive websites and multiuse cell phones (Santos & Fernandes, 2011). The negative response of a bad experience intensifies and spreads quickly over this high level of interconnectedness among consumers (Goldenberg et al, 2009).…”