Understanding Money-Back Guarantees: Cognitive, Affective, and Behavioral Outcomes

Suwelack, Thomas; Hogreve, Jens; Hoyer, Wayne D.

doi:10.1016/j.jretai.2011.09.002

Cited by 97 publications

(42 citation statements)

References 92 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…In addition, when risk is involved, the extent of the trust consumers place in the sources of information and the provided recommendations and reviews influences their final purchasing decision (Wang and Chang, 2013), since a reduction in performance and financial risks leads to an increased possibility of a potential purchase (Suwelack et al, 2011). Moreover, the quality and quantity of the provided information positively affects consumers' purchase intention (Park et al, 2007).…”

Section: Intention To Purchasementioning

confidence: 99%

Marketing strategies, perceived risks, and consumer trust in online buying behaviour

Παππάς

2016

Journal of Retailing and Consumer Services

344

245

View full text Add to dashboard Cite

Despite the rapid increase in online shopping, the literature is silent in terms of the interrelationship between perceived risk factors, the marketing impacts, and their influence on product and web-vendor consumer trust. This research focuses on holidaymakers' perspectives using Internet bookings for their holidays. The findings reveal the associations between Internet perceived risks and the relatively equal influence of product and e-channel risks in consumers' trust, and that online purchasing intentions are equally influenced by product and e-channel consumer trust.They also illustrate the relationship between marketing strategies and perceived risks, and provide managerial suggestions for further e-purchasing tourism improvement.

show abstract

Section: Intention To Purchasementioning

confidence: 99%

Marketing strategies, perceived risks, and consumer trust in online buying behaviour

Παππάς

2016

Journal of Retailing and Consumer Services

344

245

View full text Add to dashboard Cite

show abstract

“…Our free trial period was similar (prior to the point money was paid) to a money-back guarantee, which is documented to increase consumers' willingness to try unfamiliar products when they are unsure of benefits, especially for experience goods 6 (Davis, Gerstner, and Hagerty 1995;Grossman 1981;Suwelack, Hogreve, and Hoyer 2011). Another possibility is that a trial period may activate norms of reciprocity, which could increase uptake and repayment (Cialdini 2007).…”

Section: A Imperfect Information About Product Effectiveness and Enementioning

confidence: 99%

What Impedes Efficient Adoption of Products? Evidence from Randomized Sales Offers for Fuel-Efficient Cookstoves in Uganda

David

Beltramo

Blalock

et al. 2018

Journal of the European Economic Association

View full text Add to dashboard Cite

“…Indeed, the PLS results revealed that arousal had no significant relationship to any other constructs in our research model. Furthermore, by using the bootstrapping procedure as a mediation test (Suwelack et al 2011), we found significant indirect effects of the package design (i.e., extra gifts and colorful packages) on emotions and return intentions (see Table 5), emphasizing the cognitive-affective reactions process. Specifically, we found that extra gifts invoke more pleasure by increasing hedonic utility (.072, p \ .05, see Table 5).…”

Section: Results From Pls Analysismentioning

confidence: 94%

The impact of the package opening process on product returns

Zhou

Hinz

Benlian

2017

Bus Res

View full text Add to dashboard Cite

High product return rates are an increasingly pressing challenge for many e-retailers around the world. To address this problem, this paper offers a new perspective by focusing on the critical moment of the package-opening process. Going beyond previous research, which has primarily focused on website information and the product itself, we examine the effects of the outside appearance (i.e., the color of the delivery package) and contents of the delivery package (i.e., extra gifts, coupons, and preprinted return labels) on consumer return behavior. Our findings across two experimental studies and an observational field study show that a well-considered package design, including colorful packaging and extra gifts, significantly lowers consumers' return intentions and actual returns. We also explore the process of consumers' cognitive-affective reactions after opening a delivery package. During this two-stage reaction process, pleasure plays a crucial role in the consumer's return choice.

show abstract

Understanding Money-Back Guarantees: Cognitive, Affective, and Behavioral Outcomes

Cited by 97 publications

References 92 publications

Marketing strategies, perceived risks, and consumer trust in online buying behaviour

Marketing strategies, perceived risks, and consumer trust in online buying behaviour

What Impedes Efficient Adoption of Products? Evidence from Randomized Sales Offers for Fuel-Efficient Cookstoves in Uganda

The impact of the package opening process on product returns

Contact Info

Product

Resources

About