2,222
Views
9
CrossRef citations to date
0
Altmetric
Article

Effect of the use of social media in trust, loyalty and purchase intention in physical stores

ORCID Icon &
Pages 456-477 | Received 30 May 2018, Accepted 07 Feb 2019, Published online: 07 Mar 2019

References

  • Agnihotri, R., R. Dingus, M. Y. Hu, and M. T. Krush. 2016. “Social Media: Influencing Customer Satisfaction in B2B Sales.” Industrial Marketing Management 53: 172–180. doi:10.1016/j.indmarman.2015.09.003.
  • Ba, S., and P. A. Pavlou. 2002. “Evidence of the Effect of Trust Building Technology in Electronic Markets: Price Premiums and Buyer Behaviour.” MIS Quarterly 26 (3): 243–268. doi:10.2307/4132332.
  • Bagozzi, R. P., D. Belanche, L. V. Casaló, and C. Flavián. 2016. “The Role of Anticipated Emotions in Purchase Intentions.” Psychology & Marketing 33 (8): 629–645. doi:10.1002/mar.20905.
  • Beneke, J., S. de Sousa, M. Mbuyu, and B. Wickham. 2016. “The Effect of Negative Online Customer Reviews on Brand Equity and Purchase Intention of Consumer Electronics in South Africa.” The International Review of Retail, Distribution and Consumer Research 26 (2): 171–201. doi:10.1080/09593969.2015.1068828.
  • Brodie, R. J., A. Ilic, B. Juric, and L. Hollebeek. 2013. “Consumer Engagement in a Virtual Brand Community: An Exploratory Analysis.” Journal of Business Research 66 (1): 105–114. doi:10.1016/j.jbusres.2011.07.029.
  • Brynjolfsson, E., Y. J. Hu, and M. S. Rahman. 2013. “Competing in the Age of Omnichannel Retailing.” MIT Sloan Management Review 54 (4): 23–30.
  • Chamie, B., and A. Ikeda. 2015. “The Value for the Consumer in Retail.” Brazilian Business Review 12 (2): 46–65. doi:10.15728/bbr.1808-2386.
  • Chang, T. Z., and A. R. Wildt. 1994. “Price, Product Information, and Purchase Intention: An Empirical Study.” Journal of the Academy of Marketing Science 22 (1): 16–27. doi:10.1177/0092070394221002.
  • Christodoulides, G., N. Michaelidou, and E. Argyriou. 2012. “Cross-National Differences in e-WOM Influence.” European Journal of Marketing 46 (11/12): 1689–1707. doi:10.1108/03090561211260040.
  • Dalzotto, D., K. Basso, C. Costa, and H. W. Baseggio. 2016. “The Impact of Affective and Cognitive Antecedents on Negative Word-Of-Mouth Intentions.” The International Review of Retail, Distribution and Consumer Research 26 (4): 418–434. doi:10.1080/09593969.2016.1157512.
  • De Vries, L., S. Gensler, and P. S. Leeflang. 2012. “Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing.” Journal of Interactive Marketing 26 (2): 83–91. doi:10.1016/j.intmar.2012.01.003.
  • Deng, Z., Y. Lu, K. K. Wei, and J. Zhang. 2010. “Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China.” International Journal of Information Management 30 (4): 289–300. doi:10.1016/j.ijinfomgt.2009.10.001.
  • Fornell, C., and D. F. Larcker. 1981. “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error.” Journal of Marketing Research 39–50. doi:10.1177/002224378101800104.
  • Gallaugher, J., and S. Ransbotham. 2010. “Social Media and Customer Dialog Management at Starbucks.” MIS Quarterly Executive 9 (4): 197–212.
  • Gangadharbatla, H. 2008. “Facebook Me: Collective Self-Esteem, Need to Belong, and Internet Self-Efficacy as Predictors of the iGeneration’s Attitudes toward Social Networking Sites.” Journal of Interactive Advertising 8 (2): 5–15. doi:10.1080/15252019.2008.10722138.
  • Garver, M. S., and J. T. Mentzer. 1999. “Logistics Research Methods: Employing Structural Equation Modeling to Test for Construct Validity.” Journal of Business Logistics 20 (1): 33–57.
  • Goh, K. Y., C. S. Heng, and Z. Lin. 2013. “Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User-And Marketer-Generated Content.” Information Systems Research 24 (1): 88–107. doi:10.1287/isre.1120.0469.
  • Grewal, R., J. A. Cote, and H. Baumgartner. 2004. “Multicollinearity and Measurement Error in Structural Equation Models: Implications for Theory Testing.” Marketing Science 23 (4): 519–529. doi:10.1287/mksc.1040.0070.
  • Habibi, M. R., M. Laroche, and M. O. Richard. 2014. “The Roles of Brand Community and Community Engagement in Building Brand Trust on Social Media.” Computers in Human Behavior 37: 152–161. doi:10.1016/j.chb.2014.04.016.
  • Hajli, M. N. 2014. “A Study of the Impact of Social Media on Consumers.” International Journal of Market Research 56 (3): 387–404. doi:10.2501/IJMR-2014-025.
  • Hamilton, M., V. D. Kaltcheva, and A. J. Rohm. 2016. “Social Media and Value Creation: The Role of Interaction Satisfaction and Interaction Immersion.” Journal of Interactive Marketing 36: 121–133. doi:10.1016/j.intmar.2016.07.001.
  • Hong, I. B., and H. Cho. 2011. “The Impact of Consumer Trust on Attitudinal Loyalty and Purchase Intentions in B2C E-Marketplaces: Intermediary Trust Vs. Seller Trust.” International Journal of Information Management 31 (5): 469–479. doi:10.1016/j.ijinfomgt.2011.02.001.
  • Kietzmann, J. H., K. Hermkens, I. P. McCarthy, and B. S. Silvestre. 2011. “Social Media? Get Serious! Understanding the Functional Building Blocks of Social Media.” Business Horizons 54 (3): 241–251. doi:10.1016/j.bushor.2011.01.005.
  • Krishnamurthy, S., and W. Dou. 2008. “Note from Special Issue Editors: Advertising with User-Generated Content: A Framework and Research Agenda.” Journal of Interactive Advertising 8 (2): 1–4. doi:10.1080/15252019.2008.10722137.
  • Laroche, M., M. R. Habibi, and M. O. Richard. 2013. “To Be or Not to Be in Social Media: How Brand Loyalty Is Affected by Social Media?” International Journal of Information Management 33 (1): 76–82. doi:10.1016/j.ijinfomgt.2012.07.003.
  • Macintosh, G., and L. S. Lockshin. 1997. “Retail Relationships and Store Loyalty: A Multi-Level Perspective.” International Journal of Research in Marketing 14 (5): 487–497. doi:10.1016/S0167-8116(97)00030-X.
  • Mangold, W. G., and D. J. Faulds. 2009. “Social Media: The New Hybrid Element of the Promotion Mix.” Business Horizons 52 (4): 357–365. doi:10.1016/j.bushor.2009.03.002.
  • McKnight, H. D. H., and N. L. Chervany. 2001. “What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology.” International Journal of Electronic Commerce 6 (2): 35–59. doi:10.1080/10864415.2001.11044235.
  • Nagel, M., and C. P. D. Santos. 2017. “The Relationship between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail.” Brazilian Business Review 14 (5): 510–527. doi:10.15728/bbr.1808-2386.
  • Oliver, R. L. 1999. “Whence Consumer Loyalty?” The Journal of Marketing 63: 33–44. doi:10.1177/00222429990634s105.
  • Palmatier, R. W., L. K. Scheer, and J.-B. E. M. Steenkamp. 2007. “Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty.” Journal of Marketing Research 44 (2): 185–199. doi:10.1509/jmkr.44.2.185.
  • Rapp, A., L. S. Beitelspacher, D. Grewal, and D. E. Hughes. 2013. “Understanding Social Media Effects across Seller, Retailer, and Consumer Interactions.” Journal of the Academy of Marketing Science 41 (5): 547–566. doi:10.1007/s11747-013-0326-9.
  • Schivinski, B., and D. Dabrowski. 2015. “The Impact of Brand Communication on Brand Equity through Facebook.” Journal of Research in Interactive Marketing 9 (1): 31–53. doi:10.1108/JRIM-02-2014-0007.
  • Schivinski, B., and D. Dabrowski. 2016. “The Effect of Social Media Communication on Consumer Perceptions of Brands.” Journal of Marketing Communications 22 (2): 189–214. doi:10.1080/13527266.2013.871323.
  • Shankar, V., A. K. Smith, and A. Rangaswamy. 2003. “Customer Satisfaction and Loyalty in Online and Offline Environments.” International Journal of Research in Marketing 20 (2): 153–175. doi:10.1016/S0167-8116(03)00016-8.
  • Shanmugam, M., S. Sun, A. Amidi, F. Khani, and F. Khani. 2016. “The Applications of Social Commerce Constructs.” International Journal of Information Management 36 (3): 425–432. doi:10.1016/j.ijinfomgt.2016.01.007.
  • Sirdeshmukh, D., J. Singh, and B. Sabol. 2002. “Consumer Trust, Value, and Loyalty in Relational Exchanges.” Journal of Marketing 66 (1): 15–37. doi:10.1509/jmkg.66.1.15.18449.
  • Srivastava, S. C., S. Chandra, and Y. L. Theng. 2010. “Evaluating the Role of Trust in Consumer Adoption of Mobile Payment Systems: An Empirical Analysis.” Communications of the Association for Information Systems 27: 561–588.
  • Van der Heijden, H., T. Verhagen, and M. Creemers. 2003. “Understanding Online Purchase Intentions: Contributions from Technology and Trust Perspectives.” European Journal of Information Systems 12 (1): 41–48. doi:10.1057/palgrave.ejis.3000445.
  • Winer, R. S. 2009. “New Communications Approaches in Marketing: Issues and Research Directions.” Journal of Interactive Marketing 23 (2): 108–117. doi:10.1016/j.intmar.2009.02.004.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.