کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
5109450 1482846 2017 12 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms
ترجمه فارسی عنوان
نقض قرارداد روانشناختی و قصد مشتری برای استفاده مجدد از خرده فروشان آنلاین: بررسی مکانیزم های واسطه و تعدیل کننده
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار و مدیریت بین المللی
چکیده انگلیسی
This study examines the impact of psychological contract violation (PCV) on customer intention to reuse online retailer websites via the mediating mechanisms of trust and satisfaction. The moderating role of perceived structural assurance (SA) is also investigated. An empirical study conducted among online shoppers confirms the indirect effects of PCV on customers' intention to reuse via trust and satisfaction. The findings also support the moderating impact of perceived SA in the network of relationships. The study underscores the importance of SA as a trust-building mechanism for mitigating the deleterious effects of PCV among online customers, although the role of SA in preserving satisfaction is found to be limited. The findings suggest that online retailers may benefit by investing in SA and addressing the negative effects of PCV proactively rather than simply relying on post-failure service recovery mechanisms.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Business Research - Volume 75, June 2017, Pages 17-28
نویسندگان
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