Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general
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Data de Publicação: | 2011 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UFRGS |
Texto Completo: | http://hdl.handle.net/10183/108629 |
Resumo: | The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. To test this model, 3,339 customers from all over Brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. Findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. Consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in Internet shopping is mainly affected by familiarity and the quality of prior experiences with Internet purchasing. These two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. Moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust. |
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Santos, Cristiane Pizzutti dosFernandes, Daniel Von der Heyde2014-12-24T02:15:37Z20111807-7692http://hdl.handle.net/10183/108629000826133The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. To test this model, 3,339 customers from all over Brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. Findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. Consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in Internet shopping is mainly affected by familiarity and the quality of prior experiences with Internet purchasing. These two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. Moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust.application/pdfengBAR. Brazilian Administration Review. Curitiba, PR. Vol. 8, n. 3 (July/Sept. 2011), p. 225-246Marketing de relacionamentoComércio eletrônicoComportamento do consumidorFidelizaçãoInternetRecovery effortsConsumer trustLoyaltyInternet purchasingPerceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in generalinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/otherinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFRGSinstname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSORIGINAL000826133.pdf000826133.pdfTexto completo (inglês)application/pdf205659http://www.lume.ufrgs.br/bitstream/10183/108629/1/000826133.pdf517d3583fc2b38036c30ad1882a51accMD51TEXT000826133.pdf.txt000826133.pdf.txtExtracted Texttext/plain71516http://www.lume.ufrgs.br/bitstream/10183/108629/2/000826133.pdf.txtd6ea457890fe14c8ee4347f2dcacbaadMD52THUMBNAIL000826133.pdf.jpg000826133.pdf.jpgGenerated Thumbnailimage/jpeg1490http://www.lume.ufrgs.br/bitstream/10183/108629/3/000826133.pdf.jpga891cb8f24b57a83ac6754595559b89aMD5310183/1086292021-07-09 04:31:55.016105oai:www.lume.ufrgs.br:10183/108629Repositório de PublicaçõesPUBhttps://lume.ufrgs.br/oai/requestopendoar:2021-07-09T07:31:55Repositório Institucional da UFRGS - Universidade Federal do Rio Grande do Sul (UFRGS)false |
dc.title.pt_BR.fl_str_mv |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
title |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
spellingShingle |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general Santos, Cristiane Pizzutti dos Marketing de relacionamento Comércio eletrônico Comportamento do consumidor Fidelização Internet Recovery efforts Consumer trust Loyalty Internet purchasing |
title_short |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
title_full |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
title_fullStr |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
title_full_unstemmed |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
title_sort |
Perceptions of justice after recovery efforts in internet purchasing : the impact on consumer trust and loyalty toward retailing sites and online shopping in general |
author |
Santos, Cristiane Pizzutti dos |
author_facet |
Santos, Cristiane Pizzutti dos Fernandes, Daniel Von der Heyde |
author_role |
author |
author2 |
Fernandes, Daniel Von der Heyde |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Santos, Cristiane Pizzutti dos Fernandes, Daniel Von der Heyde |
dc.subject.por.fl_str_mv |
Marketing de relacionamento Comércio eletrônico Comportamento do consumidor Fidelização Internet |
topic |
Marketing de relacionamento Comércio eletrônico Comportamento do consumidor Fidelização Internet Recovery efforts Consumer trust Loyalty Internet purchasing |
dc.subject.eng.fl_str_mv |
Recovery efforts Consumer trust Loyalty Internet purchasing |
description |
The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. To test this model, 3,339 customers from all over Brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. Findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. Consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in Internet shopping is mainly affected by familiarity and the quality of prior experiences with Internet purchasing. These two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. Moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust. |
publishDate |
2011 |
dc.date.issued.fl_str_mv |
2011 |
dc.date.accessioned.fl_str_mv |
2014-12-24T02:15:37Z |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/other |
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publishedVersion |
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http://hdl.handle.net/10183/108629 |
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1807-7692 |
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000826133 |
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http://hdl.handle.net/10183/108629 |
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eng |
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dc.relation.ispartof.pt_BR.fl_str_mv |
BAR. Brazilian Administration Review. Curitiba, PR. Vol. 8, n. 3 (July/Sept. 2011), p. 225-246 |
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openAccess |
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