Relational Consequences of Perceived Deception in Online Shopping: The Moderating Roles of Type of Product, Consumer's Attitude Toward the Internet and Consumer's Demographics [Book Review]
David Bourget (Western Ontario)
David Chalmers (ANU, NYU)
Rafael De Clercq
Jack Alan Reynolds
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Journal of Business Ethics 95 (3):373 - 391 (2010)
This study investigates the negative influence of consumer's perceptions of online retailer's deceptive practices (perceived deception) on consumer's relational variables (satisfaction and loyalty intentions to the online retailer). Also, the moderating role of product type (goods versus services), consumer's attitude toward the Internet, and consumer's demographics in the deception-relational outcomes link is considered. Data from 398 online consumers revealed that satisfaction totally mediated the influence of deception on loyalty. Furthermore, the deception-satisfaction link was moderated by all the hypothesized variables. Interestingly, a direct effect of deception on loyalty was found among more educated consumers, consumers who had a more positive attitude toward the Internet and consumers who had purchased a physical product. Implications for theory and management are discussed
|Keywords||perceived online deception consumer satisfaction loyalty intentions type of products moderating effects|
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References found in this work BETA
Thomas L. Carson, Richard E. Wokutch & James E. Cox (1985). An Ethical Analysis of Deception in Advertising. Journal of Business Ethics 4 (2):93 - 104.
Peter Fleming & Stelios C. Zyglidopoulos (2008). The Escalation of Deception in Organizations. Journal of Business Ethics 81 (4):837 - 850.
M. R. Hyman (1990). Deception in Advertising: A Proposed Complex of Definitions for Researchers, Lawyers, and Regulators. International Journal of Advertising 9 (3):259--270.
Rhea Ingram, Steven J. Skinner & Valerie A. Taylor (2005). Consumers' Evaluation of Unethical Marketing Behaviors: The Role of Customer Commitment. [REVIEW] Journal of Business Ethics 62 (3):237 - 252.
Karen A. Jehn & Elizabeth D. Scott (2008). Perceptions of Deception: Making Sense of Responses to Employee Deceit. [REVIEW] Journal of Business Ethics 80 (2):327 - 347.
Citations of this work BETA
Isabel P. Riquelme & Sergio Román (2014). The Influence of Consumers' Cognitive and Psychographic Traits on Perceived Deception: A Comparison Between Online and Offline Retailing Contexts. Journal of Business Ethics 119 (3):405-422.
Erin Adamson Gillespie, Katie Hybnerova, Carol Esmark & Stephanie M. Noble (2014). A Tangled Web: Views of Deception From the Customer's Perspective. Business Ethics: A European Review 24 (3):n/a-n/a.
Karen A. Jehn & Elizabeth D. Scott (2015). Lies in the Sky: Effects of Employee Dishonesty on Organizational Reputation in the Airline Industry. Business and Society Review 120 (1):115-136.
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