Initial trust and intentions to buy: The effect of vendor-specific guarantees, customer reviews and the role of online shopping experience☆

Stouthuysen, Kristof; Teunis, Ineke; Reusen, Evelien; Slabbinck, Hendrik

doi:10.1016/j.elerap.2017.11.002

Cited by 96 publications

(69 citation statements)

References 69 publications

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“…Prior research has reported the effect of web assurance seals, with mixed results (e.g., Kim et al, 2004;Kim et al, 2016;Gao and Waechter, 2017;Stouthuysen et al, 2018;Wang and Tan, 2018). While some studies have judged it valuable to use web assurance seals, others reveal that these seals may not influence consumers' trust in activities related to e-commerce (e.g., Sinason & Webber, 2011;Martin, 2018;Ponte et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Converting hotels website visitors into buyers

Agag

Khashan

Colmekcioglu

et al. 2019

ITP

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Purpose Despite the increasing utilization of webpages for the purposes of information seeking, customers’ concerns have become a crucial impediment for online shopping. The purpose of this paper is to examine the influence of the effectiveness of web assurance seals services (WASS) and customers’ concerns on customer’s willingness to book hotels through perceived website trust and perceived value. Design/methodology/approach A questionnaire was administrated to measure the study variables. Using partial least squares–structural equation modeling approach to analyze the data collected from 860 users of online hotel websites. Findings The results indicate that WASS influence positively on perceived website trust and negatively on consumers’ concerns. As well as, perceived value and trust play a mediating role in the link between WASS and consumers’ concerns and their intentions. Finally, perceived website trust and perceived value have greater effect on intention to book hotel for low-habit consumers. Research limitations/implications This study ignored the cross-culture issue as it concentrates on the customers from developing countries, so further research may need to compare between two or more than two samples from different societies that could give a significant insights. Second, this study stresses on the WASS to predict customers booking intentions that indicates significant results, so further research may need to examine the role of online reviews as a predictor of customers purchase decision as well. Originality/value To the authors’ best knowledge, this is the first empirical research that investigates and examines the influence of the effectiveness of WASS and consumers’ concerns on consumers’ intentions through perceived value and trust. This research also investigates the moderating role of habit in the link between perceived website, perceived value and consumers’ intentions.

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Section: Introductionmentioning

confidence: 99%

Converting hotels website visitors into buyers

Agag

Khashan

Colmekcioglu

et al. 2019

ITP

View full text Add to dashboard Cite

show abstract

“…Moreover, reviews also influence customers' willingness to pay in varying degrees (Wu and Wu, 2016) and also positively influence their offline purchase intentions (Flavián et al, 2016) and online purchases such as software downloads (Frick and Kaimann, 2017). Consumer reviews also known to influence formation of consumers' trust, particularly competence dimension of trust judgements (Stouthuysen et al, 2018). In spite of the important role of customer reviews as highlighted in the aforementioned literature, it is worth noting that the impact of reviews varies depending on the nature and effectiveness of the review (Chakraborty and Bhat, 2018;Cao et al, 2011;Kim and Gupta, 2012), and arguably the role of reviews may vary across industries and product categories.…”

Section: 1online Customer Reviewsmentioning

confidence: 99%

Online fashion shopping paradox: The role of customer reviews and facebook marketing

Kawaf

Istanbulluoğlu

2019

Journal of Retailing and Consumer Services

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The paper aims to investigate the relevance of social media marketing, particularly customer reviews and Facebook pages in online fashion shopping. This qualitative study adopts Personal Construct Theory and employs the repertory grid to investigate the question: 'how do online fashion shoppers construct the relevance of social media marketing activities in their online shopping experience? Analysis of 25 repertory grid interviews reveal insights that challenge current understanding of the role and relevance of customer reviews and Facebook pages in online fashion shopping. The research contributes novel insights into the rising desire of individuality and the increasing lack of sociality on social media.

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“…Online disclosure differs from online description, in that online description involves public or non‐private communication, whereas online disclosure involves communication that reveals more private, sensitive, and confidential information during an online purchase. Put simply, how consumers feel about revealing their personal information online can impact their online purchasing experience and future behavior (Stouthuysen et al ).…”

Section: Theory and Hypotheses Developmentmentioning

confidence: 99%

“…White, Novak, and Hoffman () found that when consumers are making decisions regarding how much information they will provide online they keep a balance of “ mental accounts .” These mental accounts keep in check the costs and benefits related to the information that consumers provide online. How much they are prepared to disclose depends on the value that they perceive in the exchange; that is, “If I disclose my favorite holiday location, I may receive discounted offers for this location.” Previous studies have highlighted that when consumers are comfortable in disclosing their information online they are more likely to repeat the purchase (Benedicktus et al ; LaRose and Rifon ; Stouthuysen et al ). In the context of online purchasing, considerable research has been undertaken on consumers' attitudes to information disclosure, identifying factors that influence how consumers respond to information required by online businesses (Krafft, Arden, and Verhoef ; Nehf ; Pan and Zinkhan ; Poddar, Mosteller, and Ellen ).…”

mentioning

confidence: 99%

Online Repurchasing: The Role of Information Disclosure, Hope, and Goal Attainment

Fazal‐e‐Hasan¹,

Ahmadi²,

Mortimer³

et al. 2019

Journal of Consumer Affairs

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The emergence of online purchasing has changed the relationship between consumers and brands. Our research focuses on online information disclosure and consumer hope in an online shopping environment. Two studies are undertaken to test the theoretically derived hypotheses. Study 1 evaluates the causal relationship between information disclosure and hope via an experiment in an online shopping context. Study 2 involves an online survey to test the nomological network presented in this research. The models identify the moderating effect of consumer product knowledge on online information disclosure and consumer hope. For academics, this research advances knowledge of how consumers' confidence in sharing personal information develops hope, consequently enabling them to attain their goals and repeat their purchases. For practitioners, it offers a better understanding of how investments are successful in aiding consumers to attain their goals and generate repeat purchase intentions in an online shopping environment.

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Initial trust and intentions to buy: The effect of vendor-specific guarantees, customer reviews and the role of online shopping experience☆

Cited by 96 publications

References 69 publications

Converting hotels website visitors into buyers

Converting hotels website visitors into buyers

Online fashion shopping paradox: The role of customer reviews and facebook marketing

Online Repurchasing: The Role of Information Disclosure, Hope, and Goal Attainment

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