Effects of Dissatisfaction on Customer Repurchase

نویسندگان

  • Yunfan Lu
  • Yaobin Lu
  • Bin Wang
چکیده

Dissatisfaction is one of the factors that drive customers’ decisions to reduce repurchase intention. Repurchase is crucial to the success of online stores. The present study attempts to examine what coping behavior will be triggered by negative emotion in e-commerce and examines the potential influence of coping behavior on customer repurchase decisions in e-commerce. A research model that reflects the relationships among dissatisfaction, negative emotion, and customers’ behavior is developed and tested by structural equation modeling on data sets consisting of 411 subjects in China. Our findings show that negative emotion is an important mediator between dissatisfaction and repurchase intention. Different coping behaviors have different impacts on repurchase intention. Based on empirical findings, we offer managerial suggestions for enhancing purchase intention in e-commerce.

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

Explaining Online Customer Repurchase Intentions from a Relationship-Marketing Perspective: An Integration of the 4Rs Marketing Strategy and Customer Trust

Due to the low cost of searching for alternatives online, it is difficult to increase customer repurchase intention in the business-to-customer context. Relationship marketing (RM) is seen as an important way to foster customer trust, and in turn encourage repurchase intentions, which is consistent with the RM tactics-relational mediator-outcome paradigm in the offline context. Several studies ...

متن کامل

Estimating Recommendation and Repurchase Thresholds with a Joint Heterogeneity Response Model

Recommendation and repurchase intentions are the two most important dimensions of customer loyalty. Latent satisfaction thresholds at the individual level, if obtained, can function as an additional valid and effective criterion to satisfaction ratings in determining customer behavior. Hence, customer segmentation based on these thresholds can help firms optimize their resources to improve cust...

متن کامل

Combing Customer Profiles for Members' Repurchase Rate Predictions

Customer relationship management (CRM) leverages historical users’ behaviors in order to dawn effort of enhancing customer satisfaction and loyalty. Thus, constructing a successful customer profile plays a critical role in CRM. As customers’ preferences may change over time, we take the different types of past behavior patterns of the registered members to capture concept drifts. Then, we combi...

متن کامل

Customer acceptance of IPTV service quality

The purpose of this article is to provide insights into the effects of Internet Protocol Television (IPTV) service quality and reveal mediation effects in the process of forming the repurchase intention. This study incorporates additional theoretical construct, perceived enjoyment, to reflect IPTV characteristics usingextended technologyacceptancemodel (TAM). This studyempirically investigateda...

متن کامل

The Study of the Impact of Perceived Quality and Value of Social Enterprises on Customer Satisfaction and Re-Purchase Intention

Previous studies on social enterprises reported that unlike private enterprise consumers, social enterprise consumers appreciate the social value of the enterprise products and that social value affects customer satisfaction and repurchase intention. However, previous literature also pointed out that focusing only on social value as the factor affecting purchase behavior does not reflect the ch...

متن کامل

ذخیره در منابع من


  با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

عنوان ژورنال:

دوره   شماره 

صفحات  -

تاریخ انتشار 2012