The impact of cross border E-tailer's return policy on consumer's purchase intention

Shao, Bingjia; Cheng, Zhendong; Li-juan, Wan; Ye, Jie

doi:10.1016/j.jretconser.2020.102367

Cited by 40 publications

(41 citation statements)

References 62 publications

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“…From the perspective of information theory, Shao et al (2021) first put forward the concept of "clue", defined it as the information used to evaluate and compare different products or services, and pointed out that products are composed of a series of clues (such as price, brand name, packaging, color, etc. ), and customers' cognition of product quality is a collection of perception of various clues of products.…”

Section: Literature Reviewmentioning

confidence: 99%

Investigating Customer Trust and Positivity of Perceived Customer Service Skill on the Confidence of Online Shopping

Zia

Deng-feng

Vongvanij

et al. 2022

JMS

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With the economy's continuous development, consumers become more mature and rational, so many keen enterprises gradually shifted their focus from the initial product development to "customer service skill" and thus obtained a good market return. Especially for the online shopping activities carried out in the virtual (digital) way, due to the particularity of its channel, it is more important to study the experience of its customers in online consumption. In addition, shopping websites and businesses selling goods through the internet should try their best to use words, pictures, video, and other media, as well as setting up more friendly interfaces. This paper takes the telepresence, pleasure, social presence, and trust in the process of online shopping as the research variables. Through the stepwise regression analysis method, it is found that telepresence can well predict the pleasure of customers in the process of online shopping. However, as the research on customer trust and positivity of perceived customer service skills is scarce, this paper can help to understand the impact of customer satisfaction on services' behavior intention, such as trying to increase the opportunities for communication with consumers and help them during the shopping process, so as to effectively increase consumers' trust in websites and businesses.

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Section: Literature Reviewmentioning

confidence: 99%

Investigating Customer Trust and Positivity of Perceived Customer Service Skill on the Confidence of Online Shopping

Zia

Deng-feng

Vongvanij

et al. 2022

JMS

View full text Add to dashboard Cite

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Section: Discussionmentioning

confidence: 99%

“…The development of convenient and effective forms of communication with the client is an equally important aspect. Consumers nowadays focus on speed, quality and convenience (Shao et al, 2021;Zollo et al, 2021;Kim et al, 2018). Thus, manufacturers should build their after-sales strategies on this basis, focusing on the quality of service and information while improving the return policy (Tzeng et al, 2021).…”

Section: Rq1 What Is the Attitude Of Individual Groups Of Customers T...mentioning

confidence: 99%

Examination of aspects of pro-consumer refund system

Lysenko-Ryba

Zimon

Madzík

et al. 2022

TQM

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PurposePro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business-to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality.Design/methodology/approachAn electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland (confidence level = 95%, confidence interval = 5.42).FindingsThe results of the research show that the PCRS is very important and appreciated from the customer's perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect.Originality/valueA detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

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“…That is, a decrease in PR leads to an increase in consumers’ willingness to purchase, thus PR negatively affects consumers’ purchase intention. In the study of relationship between cross-border E-tailer’s return policy and consumers’ purchase intention, Shao et al (2021) have proposed that PR has a negative effect on the consumers’ purchase intention. Tran (2020) has also found that product risk influenced purchase intentions for online shopping.…”

Section: Background and Hypotheses Developmentmentioning

confidence: 99%

To Buy or Not to Buy? A Research on the Relationship Between Traceable Food Extrinsic Cues and Consumers’ Purchase Intention

2022

Front. Psychol.

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With the prevalence of traceability technology in the turbulent Internet age, traceable food has become an important tool in addressing food safety issues. Under the combined effect of frequent food safety problems and sustainable development of traceability industry, the research on traceable food consumer behavior has become more extensive. However, it is still not fully understood how the multiple information brought by traceability affects consumers’ purchase decision. This study proposes the effects of traceability knowledge, traceable information quality and traceable certification credibility on traceable food purchase intention via the mediation of perceived risk and perceived value, and integrates the moderating effect of peer influence in the context of Internet age into a research framework. The analytical results indicate that traceability knowledge, traceable information quality, and traceability certification credibility indirectly affect consumers’ traceable food purchase intention through perceived risk and perceived value, while traceability knowledge, perceived risk, and perceived value directly affect “traceable food purchase intention.” Furthermore, peer influence was found to be a significant moderator in the relationship between perceived risk (perceived value) and “traceable food purchase intention.” Finally, based on the research results, traceability companies are suggested to focus on cultivating the traceable consumption habits. Meanwhile, although traceable food quality is the top priority, companies should also attach importance to the communication and interaction with consumer.

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The impact of cross border E-tailer's return policy on consumer's purchase intention

Cited by 40 publications

References 62 publications

Investigating Customer Trust and Positivity of Perceived Customer Service Skill on the Confidence of Online Shopping

Investigating Customer Trust and Positivity of Perceived Customer Service Skill on the Confidence of Online Shopping

Examination of aspects of pro-consumer refund system

To Buy or Not to Buy? A Research on the Relationship Between Traceable Food Extrinsic Cues and Consumers’ Purchase Intention

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