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

Román, Sergio

doi:10.1007/s10551-010-0365-9

Cited by 136 publications

(126 citation statements)

References 75 publications

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“…There are many studies in the literature addressing various issues concerning marketing ethics [22,23,24]. However, previous researchers have tended to ignore other potential important ethical marketing issues pertaining to the internet, such as deception, dishonesty, and accuracy [25]. Though the CPEOR scale was developed in 2007, few studies e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

E-retailing Ethics in Egypt and Its Effect on Customer Repurchase Intention

Agag

Elbeltagi

2014

IFIP Advances in Information and Communication Technology

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Abstract. The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to the formation of the ethical issues that result from online shopper interactions with e-retailers. The vast majority of earlier research on this area is conceptual in nature and limited in scope by focusing on consumers' privacy issues. Therefore, the purpose of this paper is to propose a theoretical model explaining what factors contribute to online retailing ethics and its effect on customer repurchase intention. The data were analysed using variance-based structural equation modelling, employing partial least squares regression. Findings indicate that the five factors of the online retailing ethics (security, privacy, non-deception, fulfilment/reliability, and corporate social responsibility) are strongly predictive of online consumers' repurchase intention. The results offer important implications for e-retailers and are likely to stimulate further research in the area of e-ethics from the consumers' perspective.

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Section: Literature Reviewmentioning

confidence: 99%

E-retailing Ethics in Egypt and Its Effect on Customer Repurchase Intention

Agag

Elbeltagi

2014

IFIP Advances in Information and Communication Technology

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“…Trust perception include the fact the financial service provider would not take advantage of the vulnerability of the consumer regarding the terms and conditions of the loan. When a consumer realizes that he/she has been deceived by a loan service provider, it is likely to reduce the customer's confidence and trust perception for the loan service provider (Román, 2010;Romani, 2006). This, therefore, leads to the hypothesis that:…”

Section: Perceived Deception and Trustmentioning

confidence: 99%

“…Moreover, existing studies have established that deception can influence sales volume, evaluation of product attributes (Estrada, 2006;Newell, Goldsmith, & Banzhaf, 1998) and other consumer behaviour such as attitude towards advertising (Chaouachi, et al, 2012) and consumer loyalty to service providers (Limbu, Wolf, & Lunsford, ISSN 1923-4023 E-ISSN 1923 2011; Román, 2010). There is void in the extant literature regarding evidence of the antecedents and effects of CPD on consumer behaviour such as trust, satisfaction and behavioural intentions for service providers, especially in financial service context.…”

Section: Introductionmentioning

confidence: 99%

“…There is void in the extant literature regarding evidence of the antecedents and effects of CPD on consumer behaviour such as trust, satisfaction and behavioural intentions for service providers, especially in financial service context. Given that CPD can be detrimental to firms and negatively affect consumer behavour (Chaouachi et al, 2012;Limbu et al, 2011;Román, 2010), it becomes critically important to understand the extent to which CPD can affect consumer behaviour in financial service delivery. Therefore, in this study, the main purpose is to extend research on consumer deception to the financial services (loans) contexts and assess the antecedent and consequence of CPD in areas such as consumer trust, satisfaction, attitude, recommendation of financial service providers and intentions to acquire future loans.…”

Section: Introductionmentioning

confidence: 99%

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Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

Mbawuni¹,

Nimako²

2014

International Journal of Financial Research

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This paper assesses the antecedent and consequence of consumer perceived deception (CPD) on consumer trust, satisfaction, attitude recommendation and intentions to acquire future loans from financial service providers. The proposed research model was tested using data from a survey of 371 loan customers of leading financial service providers in Ghana. Data were analysed using SmartPLS 2.0 for Partial Least Squares Structural Equation Modelling. The results show high information quality could significantly reduce CPD. Moreover, results indicate that CPD has negative effects on trust, satisfaction and likelihood to recommend loan service providers. However, CPD did not influence respondents' general attitude towards loans and future intentions for loan acquisition. This paper uniquely contributes to theory by testing a framework of antecedent and consequence of CPD in order to extend scholar's understanding of CPD in loan financial service context. The findings provide important implications for managing CPD in loan service delivery, and sustaining customer future intentions in spite of CPD in loan service. While this study is limited in terms of generalizability of the findings in developing countries, it provides avenues for further research to test the applicability of the proposed research model in financial markets in other research settings.

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“…Characteristically, when customers feel that they are not getting the best value for their money, they will begin searching for alternatives, which means that their loyalty declines dramatically. The association between perceived value and customers' loyalty/intention to purchase or repurchase has been proven to be positive in many studies [48,212,213,223]. Luarn and Lin [122] investigated the main antecedent influences on loyalty for the eservice context in a sample of 180 customers and found that perceived value is associated with loyalty both positively and directly (β=0.230, p<0.001).…”

Section: Perceived Valuementioning

confidence: 99%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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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

Abstract: perceived online deception, consumer satisfaction, loyalty intentions, type of products, moderating effects,

Cited by 136 publications

References 75 publications

E-retailing Ethics in Egypt and Its Effect on Customer Repurchase Intention

E-retailing Ethics in Egypt and Its Effect on Customer Repurchase Intention

Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

Critical review of the e-loyalty literature: a purchase-centred framework

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