Customer expectations in online auction environments: An exploratory study of customer feedback and risk

Abstract

The importance of understanding the needs of the customer is a widely-accepted pre-requisite to providing quality products and services. For product purchases through traditional channels, customers are known to have expectations for the product they are buying as well as for the services associated with its purchase. Online transactions, in which the buyer has no prior knowledge of the seller, are becoming increasingly common and are fraught with risks not present in traditional channels. Feedback about sellers in these risky markets contains a mix of product-related and service-related comments. This exploratory study identifies preliminary relationships between customers' emphases on product or service dimensions of quality in their feedback and the risks to which the customer is exposed. #

The Effect of Online Review Configurations, Prices, and Personality on Online Purchase Decisions: A Study of Online Review Profiles on eBay

“…As previous studies have suggested that higher levels of prices result in more risk perceived by customers when shopping online (e.g., Bhatnagar et al 2000;Finch 2007), the current results may suggest that having more online reviews increases consumers' trust and willingness to purchase, which is consistent to the findings of previous studies (e.g., Duan et al 2008). When including the Big-Five personality traits, the binary logistic regression analysis showed that the logit coefficient for openness to experience is 0.622.…”

“…This expectation was based on two suggestions of previous studies: (1) that expensive products have higher risks associated with the purchase (e.g., Bhatnagar et al 2000;Finch 2007) and (2) that online reviews help to develop trust that in turn help to reduce risk (Ba and Pavlou 2002). When examining the participants' purchase decisions when the price level was high, researchers first analyzed the frequency of the purchase decisions.…”

Factors Influencing Consumers Intention for Online Grocery Shopping – A Proposed Framework

“…Perceived risk is extremely important for online buyers [64] particularly when the buyers have no information about seller [65]. Also, perceived risk is subjective which differentiates the users individually because every person has his or her own thought on matter and experiences.…”

Identify and Ranking the Factors Affecting Recruitment and Retention of Corporate Customers within Banking System

“…According to the findings of research by Finch (2007), companies require development and recognition of customers' expectations at any stage of their work expereince, representation of supportive approaches and exploitation from assessment methods and stimulants for the purpose of customer retention and recruitment.…”