Investigating consumer responses to online group buying service failures
The moderating effects of seller offering type
Bibliographic Data
| ID | 12420175 |
|---|---|
| Authors | Hsin‐Hui Lin (0000-0002-7047-1655, National Taichung University of Science and Technology, corresponding author), Wan-Chu Yen (0000-0001-8942-7323, National Taichung University of Science and Technology), Yi‐Shun Wang (0000-0002-0161-5520, National Changhua University of Education), Yen-Min Yeh (National Taichung University of Science and Technology) |
| Year | 2018 |
| Volume | 28 |
| Issue | 4 |
| Pages | 965-987 |
| Publication date | 2018-06-18 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Internet Research (JOURNAL) |
| Journal identifiers | ISSN: 1066-2243 • E-ISSN: 2054-5657 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/intr-07-2017-0285 |
| OpenAlex | W2809096327 |
| Language | EN |
| Citations received | 6 |
| References cited | 87 |
Purpose The purpose of this paper is to explore the effects of consumer role (involved vs observing) on consumer responses in the context of online group buying (OGB) service failures. Design/methodology/approach A scenario simulation method with a 2×3 factorial design was used to investigate the impact of consumer role (i.e. involved consumers and observing consumers) on consumer responses (i.e. perceived quality, negative electronic word-of-mouth (eWOM), and switching intention). The moderating role of seller offering type (i.e. physical products, true services, and pseudo services) on the relationship between the consumer role and responses was also tested. Findings The differences in perceived quality, negative eWOM, and switching intention between involved consumers and observing consumers were significant. Further, seller offering type moderated the relationship between consumer role and consumer response. Practical implications These findings provide several important theoretical and practical implications in regard to OGB service failure and recovery. Originality/value This study enriches OGB and service failure literature by a pioneering investigation of how consumer roles respond to OGB service failures and how different seller offering types influence the relationship between consumer role and consumer response. The results will help service providers of OGB benefit from enhancing their service recovery strategies to cope with OGB service failures
Advertising · Business · Consumer behaviour · Context (archaeology · Group buying · Quality (philosophy · Service (business · Service provider · Service quality · Value (mathematics · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Technology Adoption and User Behaviour · Marketing
The effects of relationship characteristics on customer behaviour
The Effects of Service Recovery Actions on Customers' Post‐Recovery Responses to Online Travel Agencies ( OTAs )
Rise of Mental Sub-Health Consumers
Value co-creation in firm sponsored online communities
Examining user-generated content, service failure recovery and customer–brand relationships
Effects of cue congruence and perceived cue authenticity in online group buying
Evaluating Service Encounters
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
PLS path modeling
Customer Switching Behavior in Service Industries
The Service Encounter
Using PLS Path Modeling for Assessing Hierarchical Construct Models
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
An attributional theory of achievement motivation and emotion.
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
The psychology of interpersonal relations.
Attribution Theory and Research
Customer Dissemination of Negative Word-of-Mouth
The effect of intrinsic and extrinsic motivations on mobile coupon sharing in social network sites
Understanding relationship benefits from harmonious brand community on social media
The effects of blogger recommendations on customers’ online shopping intentions
Internet entrepreneurship and “the sharing of information” in an Internet-of-Things context
Is a most helpful eWOM review really helpful? The impact of conflicting aggregate valence and consumer’s goals on product attitude
The Dynamics of Service
Multivariate group comparisons of variable systems
Defensive attribution
A Field Study of Causal Inferences and Consumer Reaction
Consumer Reactions to Product Failure
Attributional Thoughts about Consumer Behavior
| Unique citing works | 6 |
|---|---|
| Citations per year | 1 |
| Citation span | 2020 - 2026 (7) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 6 |