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1 – 10 of over 3000Yang Li, Hefu Liu, Matthew Lee and Qian Huang
Previous studies have attempted to address online uncertainties from the relationship marketing perspective. The purpose of this paper is to argue that the integration of media…
Abstract
Purpose
Previous studies have attempted to address online uncertainties from the relationship marketing perspective. The purpose of this paper is to argue that the integration of media richness theory (MRT) and cognitive fit theory (CFT) can contribute a new perspective in addressing consumers’ transaction-specific uncertainties in online retailing.
Design/methodology/approach
On the basis of MRT and CFT, a research model was developed by correlating online channel media richness (OCMR), online–offline information integration (OOII), information privacy concern, perceived deception and online loyalty. The model was empirically examined based on survey data collected from 258 multi-channel consumers in China.
Findings
An analysis of structural equation model showed that OCMR is negatively associated with information privacy concern and perceived deception but is not significant to online loyalty. Information privacy concern has a negative influence on online loyalty, but the effect of perceived deception is not significant. Moreover, information privacy concern is positively related to perceived deception. The OOII strengthens the influence of OCMR but not the moderating effect of integrated promotion, product and price information on the relationship between OCMR and online loyalty.
Originality/value
This study contributes to the extant literature on online retailing by examining the effect of OCMR on online transaction uncertainties. Information integrity in the form of OOII was proposed to complement OCMR. Results have shown that OCMR is significant in reducing online uncertainties, and OOII strengthens this effect, thereby enhancing online loyalty.
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Umar Iqbal Siddiqi, Jin Sun and Naeem Akhtar
The study aims to examine the effects of ulterior motives in peer and expert supplementary online hotel reviews on consumers' perceived deception, dissatisfaction, and its…
Abstract
Purpose
The study aims to examine the effects of ulterior motives in peer and expert supplementary online hotel reviews on consumers' perceived deception, dissatisfaction, and its downstream effects on altruistic response and repurchase intentions. The research also examines the moderating role of hotel attribute performance on perceived deception and its consequents.
Design/methodology/approach
This study used convenient non-probability sampling and collected data from 448 inbound tourists in China. It used partial least square structural equation modeling technique and SmartPLS 3.0 for analyzing the main and moderating effects of the variables.
Findings
The ulterior motives in peer and expert supplementary reviews significantly affect perceived deception, further leading to consumers' dissatisfaction and engagement in altruistic response. Noticeably, consumers' dissatisfaction is positively associated with repeat purchase intentions. Hotel attribute performance significantly moderates the relationship between the ulterior motives in supplementary reviews and consumers' perceived deception.
Originality/value
The study examines the key issue in online hotel reviews using the expectancy disconfirmation theory and identifies consumers' altruistic behavior because of their dissatisfaction, contributing to ethics and consumer behavior literature. Moreover, the research offers prolific implications for hotel and travel websites and hoteliers in the study context.
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Siddik Bozkurt and David Gligor
Although unfavorable pricing errors (UPEs) cost customers billions of dollars each year, research has not yet examined customers’ reactions to UPEs. This paper aims to fill this…
Abstract
Purpose
Although unfavorable pricing errors (UPEs) cost customers billions of dollars each year, research has not yet examined customers’ reactions to UPEs. This paper aims to fill this gap by examining customers’ reactions to UPEs in terms of frequency, magnitude and the interaction between frequency and magnitude. Also, this study explores the moderated mediating role of price consciousness.
Design/methodology/approach
Three experimental studies were conducted to examine customers’ reactions to UPEs in terms of frequency, magnitude and the interaction between frequency and magnitude. PROCESS Model 6 and 84 along with multivariate regression analysis and MANOVA were used to test the hypotheses.
Findings
The results show that high-frequency and high-magnitude UPEs lead to increased perceived deception and dissatisfaction, resulting in a higher negative attitude toward the grocery store, decreased re-patronage intentions and increased negative word-of-mouth (NWOM). Also, results show that regardless of customers’ price consciousness level, customers display negative reactions when encountering UPEs.
Research limitations/implications
This paper only investigates UPEs in the brick and mortar setting; future studies should examine UPEs in different settings.
Practical implications
The findings show that UPEs can cause significant problems for grocery stores. Thus, managers should take precautionary measures (e.g. constantly checking shelves) to ensure that the advertised price and the checkout price match.
Originality/value
This paper represents the first attempt to empirically examine the relationship between UPEs frequency and magnitude, on the one hand, and perceived deception, dissatisfaction, customer attitude, re-patronage intentions, NWOM and price consciousness on the other.
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Sergio Román, Isabel P. Riquelme and Dawn Iacobucci
In this chapter, we introduce a new construct we call “Perceived Deception in Online Consumer Reviews” (PDOCR). Online reviews of products are very important to companies and…
Abstract
In this chapter, we introduce a new construct we call “Perceived Deception in Online Consumer Reviews” (PDOCR). Online reviews of products are very important to companies and customers, yet they are vulnerable to unethical representations. Even regardless of whether a deceptive review has been posted or not, we take the position that it is important to understand consumers’ perceptions of deception because it is a consumer’s perception that leads him or her to experience subsequent feelings and opinions and to consider follow-up actions. We draw on the literature and build on the Elaboration Likelihood Model and Cognitive Dissonance Theory to create an overarching framework of antecedents of PDOCR, consequences, and moderators. We also report findings from a sample of in-depth interviews with real consumers about their thoughts on these phenomena and related constructs. We use our framework and theories and the qualitative data to derive Research Questions that we hope will spur future research on these important issues.
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Zhihui Yang, Dongbin Hu and Xiaohong Chen
In the dynamic landscape of the digital economy, companies are increasingly adopting omnichannel integration strategies to enhance customer experiences. However, the interplay…
Abstract
Purpose
In the dynamic landscape of the digital economy, companies are increasingly adopting omnichannel integration strategies to enhance customer experiences. However, the interplay between this strategy and digitalisation in fostering brand trust remains uncharted. Drawing on the social exchange and psychological reactance theories, this study ventures into unexplored territory by examining the impact of omnichannel integration and digital value on brand trust building. It also delves into the boundary roles of customers’ psychological perceptions, both positive (customer empowerment) and negative (privacy concerns and perceived deception), in this process.
Design/methodology/approach
This study conducted an online survey of 595 omnichannel users in China and validated the model using partial least squares structural equation modelling (PLS-SEM).
Findings
This study’s results have significant implications for businesses. They show that customer perception of omnichannel integration and perceived digital value are critical drivers of omnichannel brand trust, with customer empowerment playing a mediating role. Notably, the study also reveals that customers’ negative psychological perceptions can have different moderating effects, highlighting the need for businesses to address these concerns in their omnichannel strategies.
Originality/value
This study breaks new ground in marketing research by highlighting the benefits of omnichannel integration and incorporating digital perspectives. It demonstrates the positive impact of blending customer perception of omnichannel integration and perceived digital value on brand trust formation. Furthermore, it explores the boundary roles of customers’ psychological perceptions in this process, offering a unique and comprehensive perspective.
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Jianan Ma, Fangxuan (Sam) Li and Yuanyuan Shang
Drawing upon affective events theory (AET), this study aims to explore the relationship between tourists’ perceived deception and moral emotions, dissatisfaction, revisit…
Abstract
Purpose
Drawing upon affective events theory (AET), this study aims to explore the relationship between tourists’ perceived deception and moral emotions, dissatisfaction, revisit intention and negative word of mouth.
Design/methodology/approach
Online data from Questionnaire Star were used to examine the proposed research model. A total of 437 valid questionnaires were collected.
Findings
The results suggest that tourist scams as “affective events” could trigger tourists’ moral emotions and dissatisfaction, thereby decreasing their revisit intention and generating negative word of mouth. Additionally, moral emotions were found to act as a mediator between perceived deception and dissatisfaction.
Research limitations/implications
The insights uncovered in this study reveal the mechanisms behind tourists’ reactions to scams and provide implications for tourism destinations, suggesting ways to alleviate the adverse impact of tourist scams.
Originality/value
To the best of the authors’ knowledge, this is the very first study to investigate tourists’ reactions to tourist scams.
旅游欺诈, 道德情感和游后行为:对道德情感, 不满, 重游意向和负面口碑的影响
目的
研究基于情感事件理论 (AET), 旨在探究游客的感知欺骗与道德情绪、不满、重游意向和负面口碑之间的关系。
设计/方法
通过问卷星收集的线上数据对研究模型进行了检验。共回收有效问卷437份。
发现
本研究的结果表明, 作为“情感事件”的旅游欺诈可能会引发游客的道德情绪和不满, 从而降低他们的重游意向, 并产生负面口碑。此外, 研究发现道德情绪在感知欺骗和不满之间发挥了中介作用。
研究意义
本研究揭示了游客对旅游欺诈的反应及其内在机制, 并提出了降低旅游欺诈负面影响的方法, 为旅游目的地提供了启示。
创意/价值
这是探索游客如何应对旅游欺诈事件的首批研究之一。
Estafas turísticas, emociones morales y comportamientos: impactos en las emociones morales, la insatisfacción, la intención de volver a visitar y el boca a boca negativo
Resumen
Propósito
Basándose en la teoría de eventos afectivos (AET), este estudio buscó explorar la relación entre el engaño percibido por los turistas y las emociones morales, la insatisfacción, la intención de volver a visitar y el boca a boca negativo.
Diseño/metodología/enfoque
Para probar el modelo de investigación propuesto se utilizaron datos en línea procedentes de un cuestionario. Se recogieron un total de 437 cuestionarios válidos.
Hallazgos
Los resultados sugieren que las estafas turísticas como “eventos afectivos” podrían desencadenar emociones morales e insatisfacción en los turistas, disminuyendo así su intención de volver a visitar y generando un boca a boca negativo. Además, se encontró que las emociones morales actúan como mediadoras entre el engaño percibido y la insatisfacción.
Limitaciones/implicaciones de la investigación
Los conocimientos descubiertos en este estudio revelan los mecanismos detrás de las reacciones de los turistas a las estafas y brindan implicaciones para los destinos turísticos, sugiriendo formas de mitigar el impacto adverso de las estafas turísticas.
Originalidad/valor
Este es el primer estudio que examina las reacciones de los turistas a las estafas turísticas.
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Ling Peng, Geng Cui, Mengzhou Zhuang and Chunyu Li
To influence consumer perceptions, firms often manipulate online product reviews on their own websites or third-party forums by anonymously adding positive reviews, deleting…
Abstract
Purpose
To influence consumer perceptions, firms often manipulate online product reviews on their own websites or third-party forums by anonymously adding positive reviews, deleting unfavorable reviews or offering rewards to encourage favorable reviews. This study aims to investigate consumer perceptions of online review deceptions and how these perceptions influence their subsequent purchase behavior. In particular, consumers’ awareness, suspicion and detection are studied and specific manipulation tactics are evaluated.
Design/methodology/approach
Both qualitative and quantitative studies are relied upon to understand consumer perceptions of online review deceptions. In-depth interviews with 16 experienced online shoppers were conducted to collect the illustrative accounts concerning consumer awareness of online review deceptions, their suspicion, detection and evaluation of different manipulation tactics. A survey of 199 consumers was then followed to validate and corroborate the findings from the qualitative study and generalize the interview results onto the general public.
Findings
The results from in-depth interviews suggest that consumers take a negative view toward online review deceptions, but the degree of negativity varies across different manipulation tactics. Moreover, different types of manipulations vary in terms of perceived deceptiveness, ease of detection and unethicality, as well as their effect on consumer purchase intention and perceived helpfulness of online product reviews. The findings from the survey further confirmed the qualitative findings.
Practical implications
The findings have a number of meaningful managerial implications for industry associations and policymakers on whether and how to regulate online review deceptions.
Originality/value
This study applies and extends information manipulation theory and deception detection literature to an online context to increase the richness of the relevant theories. It is among the first to empirically investigate online review deceptions from a consumer’s perspective, as opposed to a firm’s perspective as previous studies have done.
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Gomaa M. Agag and Ahmed A. El-Masry
The purpose of this paper is to develop and test a model that focuses on the cultural and religiosity drivers and satisfaction outcomes of consumer perceptions about online…
Abstract
Purpose
The purpose of this paper is to develop and test a model that focuses on the cultural and religiosity drivers and satisfaction outcomes of consumer perceptions about online retailers’ deceptive practices. It specifically investigates: the role of cultural orientation and religiosity in forming consumer ethical ideology; the link between the consumer’s ethical ideology and his/her perceptions regarding the deceptive practices of online retailers; and the effect of perceived deception on consumer satisfaction.
Design/methodology/approach
The paper is based on a quantitative survey conducted among 468 Egyptian consumers aged 18 and above. These were measured on a five-point Likert scale. To test the hypothesized relationships among the constructs of the model, structural equation modelling was employed.
Findings
The study confirmed that power distance, uncertainty avoidance, and religiosity are important in forming idealistic attitudes, while both individualism and masculinity lead to an egoistic attitude. Idealism was observed to have a positive association with consumer perceived deception, while egoism was found to negatively affect consumer perceived deception. Finally, it was revealed that the perceptions of consumer about the deceptive practices of online retailing decrease consumer satisfaction.
Originality/value
This research puts together in a single model both antecedents and outcomes of the perceptions of consumer about the deceptive practices of online retailing; concurrently examines the role of cultural orientation, religiosity, and ethical ideology of the consumer in forming ethical attitudes and responses; focuses on the instrumental role of cultural characteristics on consumer ethical perceptions from the perspective of the individual, rather than the society as a whole; and provides useful examination of the effects of perceived deception on consumer satisfaction.
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In drip pricing, companies advertise low prices for products or services and then tack on additional surcharges later in the purchase process. This tactic has not only become…
Abstract
Purpose
In drip pricing, companies advertise low prices for products or services and then tack on additional surcharges later in the purchase process. This tactic has not only become popular for airlines but also for other online services, such as retailers and telecommunication companies. Despite the widespread use of drip pricing in the marketplace, little is known about its effects on consumer behavior. The purpose of this paper is to compare the effects of drip pricing with those of price partitioning. Specifically, it elaborates on perceived value, perceived deception, purchase intentions, and the moderating effect of price consciousness.
Design/methodology/approach
The paper develops a conceptual framework and tests four hypotheses with an experimental study on a purchase decision for a continental flight booked through an online travel agent. The experiment is based on a between-subjects design with two groups (n=130). The data are analyzed with multivariate statistics and structural equation modeling.
Findings
The findings reveal that drip pricing for service offerings leads to inferior results compared with partitioned pricing in terms of perceived value, perceived deception, and, ultimately, purchase intentions. The findings also indicate that the effects differ depending on the customer’s price consciousness.
Originality/value
The study draws from previous studies on partitioned pricing and replicates their findings. However, it is one of the first studies to elaborate on moderators and mediators of the consequences of drip pricing in a service context.
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Stephen Wilkins, Carina Beckenuyte and Muhammad Mohsin Butt
The purpose of this study is to discover the extent to which consumers are aware of air filling in food packaging, the extent to which deceptive packaging and slack filling …
Abstract
Purpose
The purpose of this study is to discover the extent to which consumers are aware of air filling in food packaging, the extent to which deceptive packaging and slack filling – which often result from package downsizing – lead to cognitive dissonance and the extent to which feelings of cognitive dissonance and being deceived lead consumers to engage in negative post-purchase behaviours.
Design/methodology/approach
The study analysed respondents’ reactions to a series of images of a specific product. The sample consisted of consumers of fast-moving consumer goods (FMCG) in the UK. Five photographs served as the stimulus material. The first picture showed a well-known brand of premium chocolate in its packaging and then four further pictures each showed a plate with a different amount of chocolate on it, which represented different possible levels of package fill.
Findings
Consumer expectations of pack fill were positively related to consumers’ post-purchase dissonance, and higher dissonance was negatively related to repurchase intentions and positively related to both intended visible and non-visible negative post-purchase behaviours, such as switching brand and telling friends to avoid the product. Furthermore, consumers with low product involvement were less likely to repurchase the brand, and were more willing to engage in visible and non-visible negative behaviours.
Research limitations/implications
The key message from this study is that consumers’ post-purchase dissonance is likely to damage the firm. Although firms may initially achieve increased sales through deceptive packaging and slack filling, these practices risk damaging a brand’s reputation and consumer loyalty to the brand. Firms need to strike a balance between packaging size and content, and as consumer expectations are likely to vary across different products, individual companies should engage in market research and substantive market testing.
Originality/value
To the authors’ knowledge, this is the first study that investigates antecedents and consequences of cognitive dissonance experienced by consumers which was caused by perceived deceptive packaging and/or slack filling.
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