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)
Abstract
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
Categories (categorize this paper)
DOI 10.1007/s10551-010-0365-9
Options
 Save to my reading list
Follow the author(s)
My bibliography
Export citation
Find it on Scholar
Edit this record
Mark as duplicate
Revision history
Request removal from index
Download options
Our Archive


Upload a copy of this paper     Check publisher's policy     Papers currently archived: 28,233
Through your library
References found in this work BETA
Cyberethics: Morality and Law in Cyberspace.Richard Spinello - 2005 - Journal of Information Ethics 14 (1):70-90.

View all 9 references / Add more references

Citations of this work BETA

Add more citations

Similar books and articles
Looking at Consumer Behavior in a Moral Perspective.Johannes Brinkmann - 2004 - Journal of Business Ethics 51 (2):129-141.

Monthly downloads

Added to index

2010-02-08

Total downloads

22 ( #228,644 of 2,172,874 )

Recent downloads (6 months)

3 ( #117,033 of 2,172,874 )

How can I increase my downloads?

My notes
Sign in to use this feature


Discussion
Order:
There  are no threads in this forum
Nothing in this forum yet.

Other forums