Feedback mechanisms and consumer satisfaction, trust and repurchase intention in online retail. Issue 3 (3rd July 2018)

• Record Type: Journal Article
• Authors: Wang, Hongpeng; Du, Rong; Olsen, Timothy
• Is Part Of: Information systems management. Volume 35:Issue 3(2018)
• Page Start: 201
• Page End: 219
• Publication Date: 2018-07-03
• Subjects: Feedback mechanisms -- provider recommendations -- customer reviews -- satisfaction -- trust -- online repurchase intention; Management information systems -- Periodicals; Information resources management -- Periodicals; 658.403801105
• DOI: 10.1080/10580530.2018.1477301
• Languages: English
• ISSNs: 1058-0530

Abstract

ABSTRACT: We introduce a key construct, perceived effectiveness of feedback mechanisms (PEFMs), to analyze moderating effects of PEFMs on the relationship between consumers' satisfaction, trust, and repurchase intention. We find that (1) PEFMs negatively moderate the satisfaction–trust relationship; (2) PEFMs positively moderate the trust–repurchase intention relationship; (3) provider recommendations and customer reviews are complementary with customers' trust but can substitute for prior experience with products.