Feedback mechanisms and consumer satisfaction, trust and repurchase intention in online retail

ABSTRACT

We introduce a key construct, perceived effectiveness of feedback mechanisms (PEFMs), to analyze moderating effects of PEFMs on the relationship between consumers’ satisfaction, trust, and repurchase intention. We find that (1) PEFMs negatively moderate the satisfaction–trust relationship; (2) PEFMs positively moderate the trust–repurchase intention relationship; (3) provider recommendations and customer reviews are complementary with customers’ trust but can substitute for prior experience with products.

KEYWORDS:

• Feedback mechanisms
• provider recommendations
• customer reviews
• satisfaction
• trust
• online repurchase intention

Acknowledgments

The authors are grateful to the senior editor and the anonymous reviewers for their insightful comments and suggestions.

Additional information

Funding

The work described in this article was supported by grants from the National Science Foundation of China [#71771184 and # 71502132] and Shaanxi Humanities and Social Science Talent Plan [42015060002].

Notes on contributors

Hongpeng Wang

Hongpeng Wang is a Ph.D. candidate at the Department of Management Science, School of Economics and Management, Xidian University in China. His current research interests include electronic commerce, social media, and information economics. He is a member of Association for Information Systems and Decision Sciences Institute.

Rong Du

Rong Du is a professor at the Department of Business Administration, School of Economics and Management, Xidian University in China. She is the Associate Dean of the School of Economics and Management. Her articles have appeared in leading information systems conferences and journals such as Journal of Strategic Information Systems, European Journal of Operational Research, Expert Systems with Applications, and Journal of Global Information Management. Her current research interests include electronic commerce, outsourcing, and knowledge management.

Timothy Olsen

Tim Olsen is Assistant Professor of Information Systems at Gonzaga University. His areas of research include crowdsourcing of business processes, and business process management. He is recognized as a leading academic on the business potential for crowd labor. His work is published in MIT Sloan Management Review and other top conferences and journals including Strategic Outsourcing, and Computer Supported Cooperative Work.