The impact of organizational efforts on consumer concerns in an online context

As organizations spend a significant amount of their resources on online channels, it is vitally important to understand the effects of this cost on consumer behavior. The author developed and empirically tested an integrated model combining the effects of organizational efforts on consumer concerns, process satisfaction, and purchase intentions. The results of this effort suggested that consumers are still skeptical of the organizational efforts in an online context and their concerns remain a critical factor in influencing their satisfaction and purchase intention. The study provided insights for managers about how they may reduce shopping cart abandonment in online purchasing environment by focusing on consumer concerns. 2013 Elsevier B.V. All rights reserved.