Online fraudulent returns in Taiwan: The impacts of e-retailers’ transaction ethics and consumer personality

Chang, Hsiu‐Hua; Guo, Yi-Yan

doi:10.1016/j.jretconser.2021.102529

Cited by 16 publications

(23 citation statements)

References 49 publications

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“…by administering a relationship proneness scale to clients), and focusing on serving more (vs less) relationship-prone customers, is expected to help reduce the firm’s future customer churn (i.e. by enabling the development of longer-term customer relationships), in turn benefiting firm performance (Palmatier et al , 2006; Chang and Guo, 2021). Relatedly, while customers’ trait-based relationship proneness levels tend to be relatively stable, companies may, over time, be able to lift their buyers’ relationship proneness, thus, offering further expected (e.g.…”

Section: Discussion Implications and Limitationsmentioning

confidence: 99%

“…Relationship proneness, which plays a critical role in improving customer attitudes and behavioral intentions (Chang and Guo, 2021), has been identified as a key contributor to relationship marketing success. Specifically, more (vs less) relationship-prone customers tend to be more likely to reciprocate a firm’s retention efforts (e.g.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

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Why switch? The role of customer variety-seeking and engagement in driving service switching intention

Menidjel

Hollebeek

Urbonavičius

et al. 2023

JSM

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Purpose This study aims to examine the role of service customers’ variety-seeking and engagement in driving their service switching intention. The authors also explore the moderating role of customer relationship proneness in this association. Design/methodology/approach To test the hypotheses, the authors deployed a sample of 227 service customers, whose data was analyzed by using partial least squares structural equation modeling. Findings The findings show that customer engagement mediates the relationship of customer variety-seeking and their service switching intention, as hypothesized. Moreover, customer relationship proneness weakens the negative effect of engagement on customers’ service switching intention. Originality/value Though scholarly acumen of customer engagement is rapidly developing, little remains known regarding its theoretical interface with customer variety-seeking and switching intention. Addressing this gap, the authors test a model exploring the mediating role of customer engagement in the association of customer variety-seeking and switching intention, and the potentially moderating role of customer relationship proneness in the association of customer engagement and service switching intention.

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Section: Discussion Implications and Limitationsmentioning

confidence: 99%

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

Why switch? The role of customer variety-seeking and engagement in driving service switching intention

Menidjel

Hollebeek

Urbonavičius

et al. 2023

JSM

View full text Add to dashboard Cite

show abstract

“…Kim et al, 2008). Trust was found to be a central factor in characterizing a quality relationship between a company and its customers and fostering a personal association between e-buyers and e-service providers (Chang & Guo, 2021). As for commitment, it is defined as an exchange partner's willingness to maintain a valuable ongoing exchange (Keh & Xie, 2009;Morgan & Hunt, 1994).…”

Section: E-trust and E-commitment Relationshipmentioning

confidence: 99%

“…The disclosure of their privacy constitutes a major concern for customers while buying goods from online platforms (Roman, 2007). Since confidentiality is preserved, customers feel more confident while sharing their data on retailing websites (Aboul-Dahab et al, 2021; Chang & Guo, 2021). Therefore, many online retailers are asked to certify their websites to ensure privacy, accountability, and compliance with privacy policies (Agag et al, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Accordingly, both trust and commitment are key drivers of robust and sustainable relationships between e-retailers and e-buyers (Zhang et al, 2011). Other studies have measured the impact of some ethical practices (especially security and privacy) of online retailers on the implementation of structural relationships with buyers (Chang & Guo, 2021; Cheung & To, 2020; Ghali, 2021). However, to the best of our knowledge, the present study is among the earliest of its kind to try to understand the impact of the seven dimensions of perceived ethics of online retailers on e-trust and e-commitment, which in turn predict repetitive purchases.…”

Section: Introductionmentioning

confidence: 99%

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Online Retailers’ Perceived Ethics and Consumer Repetitive Purchases Under the Moderating Role of Reputation: A Commitment-Trust Theory Perspective

Ghali-Zinoubi

2023

Sage Open

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In a highly competitive market, online stores are requested to identify key factors to implement customers’ trust and commitment, which are vital determinants of high-quality relationships. As online transactions are witnessing increasing risks of cybercrimes and abuse incidents, offering ethical online services has become crucial in building robust and sustainable relationships with customers. The current study has been conducted in this context and its objective is twofold: on the one hand, it aims at understanding the effects of online retailers’ perceived ethics on e-trust and e-commitment, which in turn predict repetitive purchases, and on the other hand, it seeks to test the moderator role of reputation in the relationship between e-trust, e-commitment, and repetitive purchases. The Structural Equation Modeling (SEM) method was employed to analyze the data collected from a web survey conducted in Saudi Arabia involving 328 online shoppers. The results showed that all ethical dimensions influence e-trust and e-commitment in a significant way, hence predicting repetitive purchases from the same e-service platforms. The reputation of online retailers also plays a significant moderator role in the relationships between e-trust and repetitive purchases, as well as between e-commitment and repetitive purchases. This study is interesting for three main reasons. First, it is the earliest of its kind to assess online retailers’ ethical practices through seven dimensions in the context of the business-to-consumer (B2C) market. Second, it constitutes a further extension of the trust-commitment theory by testing the moderating role of online retailer reputation. Third, the findings provide relevant managerial implications for online retailers to enhance the loyalty of their consumers based on their ethical practices.

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Evaluating circular economy and smart technology adoption barriers in the Indian textile and apparel industries using neutrosophic ISM

Dohale,

Ambilkar,

Bilolikar

et al. 2023

Ann Oper Res

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Online fraudulent returns in Taiwan: The impacts of e-retailers’ transaction ethics and consumer personality

Cited by 16 publications

References 49 publications

Why switch? The role of customer variety-seeking and engagement in driving service switching intention

Why switch? The role of customer variety-seeking and engagement in driving service switching intention

Online Retailers’ Perceived Ethics and Consumer Repetitive Purchases Under the Moderating Role of Reputation: A Commitment-Trust Theory Perspective

Evaluating circular economy and smart technology adoption barriers in the Indian textile and apparel industries using neutrosophic ISM

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