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]
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
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Citations of this work BETA
A Tangled Web: Views of Deception From the Customer's Perspective.Erin Adamson Gillespie, Katie Hybnerova, Carol Esmark & Stephanie M. Noble - 2016 - Business Ethics: A European Review 25 (2):198-216.
The Influence of Consumers’ Cognitive and Psychographic Traits on Perceived Deception: A Comparison Between Online and Offline Retailing Contexts.Isabel P. Riquelme & Sergio Román - 2014 - Journal of Business Ethics 119 (3):405-422.
Lies in the Sky: Effects of Employee Dishonesty on Organizational Reputation in the Airline Industry.Karen A. Jehn & Elizabeth D. Scott - 2015 - Business and Society Review 120 (1):115-136.
The Relationships Among Consumers’ Ethical Ideology, Risk Aversion and Ethically-Based Distrust of Online Retailers and the Moderating Role of Consumers’ Need for Personal Interaction.Isabel P. Riquelme & Sergio Román - 2014 - Ethics and Information Technology 16 (2):135-155.
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