The impact of brand transparency of food delivery apps in interactive brand communication

Chopdar, Prasanta Kr; Paul, Justin

doi:10.1108/jrim-12-2022-0368

Cited by 3 publications

(2 citation statements)

References 77 publications

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“…Consumer benefits were found to exert the greatest impact (Tsai et al, 2023), and it is widely acknowledged that consumers' experiences with the products they purchase influence their decision to recommend them to others (Hamilton et al, 2017). Another equally important consideration is brand transparency as it has a positive effect on brand trust and consumers' ordering frequency via food delivery applications (Chopdar & Paul, 2023). Consumers are motivated to spread word‐of‐mouth based on their positive or negative experiences for various reasons, such as self‐improvement, self‐efficacy, altruism, retaliation, or knowledge dissemination.…”

Section: Literature Reviewmentioning

confidence: 99%

Incentivised dishonesty: Moral frameworks underlying fake online reviews

Victor,

James,

Dominic

2024

Int J Consumer Studies

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Feedback mechanisms, such as customer reviews and ratings, are essential for making informed decisions on online platforms, particularly in the presence of asymmetric information. However, the practice of reward‐based reviews is on the rise in online platforms, where sellers incentivise buyers to give biased feedback (e.g., 5‐star ratings) regardless of the quality of the products. This study intends to determine whether financial incentives motivate people to award dishonest ratings and explore the moral heuristics underlying this motivation. Using a hypothetical purchase scenario, responses were elicited from 411 participants and the Philosophical Moral Framework Measure (PMFM) was used to identify the moral frameworks that underlie the reported self‐interested behaviour. The findings reveal that the likelihood of giving fake reviews increases with an increase in financial incentives. The dominant moral framework of those who accepted the cashback offer is utilitarianism and egoism, whereas those who declined the offer primarily have deontology and virtue theory as dominant frameworks. The results also indicate that men and young individuals are more likely to give dishonest feedback. These findings not only advance the understanding of the interplay between financial incentives and self‐interested behaviour but also aid in identifying the moral frameworks underlying self‐interested behaviour.

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Section: Literature Reviewmentioning

confidence: 99%

Incentivised dishonesty: Moral frameworks underlying fake online reviews

Victor,

James,

Dominic

2024

Int J Consumer Studies

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“…Mobil sipariş uygulamalarının kullanıcıları tarafından algılanan bilgi kalitesi, kullanım kolaylığı, rahatlık ve seçenekler müşteri memnuniyetinin ve algılanan değerin önemli öncülleri olduğu gibi bunun da müşterilerin yeniden kullanım niyetini olumlu yönde etkilediği sonucuna ulaşılmıştır (Bao & Zhu, 2022). Ayrıca, marka şeffaflığı, kullanıcıların marka güvenini ve sipariş verme niyetini olumlu yönde etkilerken, algılanan riski olumsuz yönde etkilemektedir (Chopdar & Paul, 2023). Olanaklar boyutu içerisinde ise güvenlik, kullanışlılık, yeni teknoloji kullanımı ve görsel tasarım kriterleri yer almaktadır.…”

Section: Sonuç Ve Tartışmaunclassified

Mobi̇l Yemek Si̇pari̇şi̇ Uygulamalarinin Terci̇h Edi̇lme Kri̇terleri̇ni̇n Anali̇zi̇

ERDEM

2023

Nevşehir Hacı Bektaş Veli Üniversitesi SBE Dergisi

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Tüketici istek, ihtiyaç ve eğilimleri son dönemde oldukça değişim göstermiştir. Özellikle 2019 yılı itibariyle tüm dünyayı etkisi altına alan koronavirüs pandemisi tüketicilerin satın alma davranışlarını değiştirmiştir. Bu dönemde gıda sektörü ön plana çıkmış ve tüketiciler mobil uygulamaları daha fazla kullanmaya başlamıştır. Çalışmada mobil yemek siparişi uygulamalarının kullanıcılar tarafından tercih edilmesine ilişkin aracılık eden kriterlerin analiz edilmesi amaçlanmıştır. Araştırmada 4 ana kriter ve 16 alt kriter belirlenmiştir. Verilerin analizinde çok kriterli karar verme tekniklerinden Analitik Hiyerarşi Süreci (AHS) kullanılmıştır. Katılımcılar tarafından önem derecesi bakımından ana kriterlere ilişkin yapılan değerlendirme sonucunda hizmet kalitesi, fırsatlar, yönetişim ve olanaklar şeklinde sıralama ortaya çıkmıştır. Alt kriterler olarak ise servis hızı, indirim, güvenlik ve geri bildirim imkanlarının katılımcılar tarafından en çok önemsenen kriterler olduğu tespit edilmiştir.

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The role of omnichannel integration and digital value in building brand trust: a customer psychological perception perspective

Yang,

Hu,

Chen

2024

INTR

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PurposeIn the dynamic landscape of the digital economy, companies are increasingly adopting omnichannel integration strategies to enhance customer experiences. However, the interplay between this strategy and digitalisation in fostering brand trust remains uncharted. Drawing on the social exchange and psychological reactance theories, this study ventures into unexplored territory by examining the impact of omnichannel integration and digital value on brand trust building. It also delves into the boundary roles of customers’ psychological perceptions, both positive (customer empowerment) and negative (privacy concerns and perceived deception), in this process.Design/methodology/approachThis study conducted an online survey of 595 omnichannel users in China and validated the model using partial least squares structural equation modelling (PLS-SEM).FindingsThis study’s results have significant implications for businesses. They show that customer perception of omnichannel integration and perceived digital value are critical drivers of omnichannel brand trust, with customer empowerment playing a mediating role. Notably, the study also reveals that customers’ negative psychological perceptions can have different moderating effects, highlighting the need for businesses to address these concerns in their omnichannel strategies.Originality/valueThis study breaks new ground in marketing research by highlighting the benefits of omnichannel integration and incorporating digital perspectives. It demonstrates the positive impact of blending customer perception of omnichannel integration and perceived digital value on brand trust formation. Furthermore, it explores the boundary roles of customers’ psychological perceptions in this process, offering a unique and comprehensive perspective.

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The impact of brand transparency of food delivery apps in interactive brand communication

Cited by 3 publications

References 77 publications

Incentivised dishonesty: Moral frameworks underlying fake online reviews

Incentivised dishonesty: Moral frameworks underlying fake online reviews

Mobi̇l Yemek Si̇pari̇şi̇ Uygulamalarinin Terci̇h Edi̇lme Kri̇terleri̇ni̇n Anali̇zi̇

The role of omnichannel integration and digital value in building brand trust: a customer psychological perception perspective

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