Consumers' Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis
详细信息 查看全文
- 作者：Isabel P. Riquelmea ; maria.riquelme@ucn.cl" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Sergio Romá ; nb ; sroman@um.es" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; Dawn Iacobuccic ; dawn.iacobucci@owen.vanderbilt.edu" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae
- 关键词：Deception ; Channel ; Online ; Customer satisfaction ; Word-of-mouth
- 刊名：Journal of Interactive Marketing
- 出版年：2016
- 出版时间：August 2016
- 年：2016
- 卷：35
- 期：Complete
- 页码：16-26
- 全文大小：613 K
文摘
- •
This research examines the effects of perceived deception on customer satisfaction.
- •
The effects differ, depending on whether the purchase is made online or offline.
- •
Perceived deception affects retailer satisfaction through product satisfaction.
- •
Perceived deception affects word-of-mouth intentions through retailer satisfaction.