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Customer Knowledge Management and E-commerce: The role of customer perceived risk

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  • Lopez-Nicolas, Carolina
  • Molina-Castillo, Francisco José

Abstract

The present research is designed to gain a deeper understanding of Customer Knowledge Management (CKM) tools inside the e-commerce context. The relationship between the CKM literature and the e-commerce literature is evaluated through several user characteristics such as risk preference, Internet preference and Internet knowledge and their impact on customers’ online perceived risk and purchase intentions depending on the presence of certain CKM tools on the web site. The empirical study is based on a survey of 276 customers with previous online experience. By using multidimensional analysis, this study shows that the customers’ perceived risk associated with different CKM tools plays an important role in explaining certain customer online behaviour. Therefore, the implications of CKM tools for e-commerce activity are demonstrated and the managerial implications are highlighted.

Suggested Citation

  • Lopez-Nicolas, Carolina & Molina-Castillo, Francisco José, 2008. "Customer Knowledge Management and E-commerce: The role of customer perceived risk," International Journal of Information Management, Elsevier, vol. 28(2), pages 102-113.
    • Handle: RePEc:eee:ininma:v:28:y:2008:i:2:p:102-113
    DOI: 10.1016/j.ijinfomgt.2007.09.001
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    Citations

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    Cited by:

    1. Rajat Kumar Behera & Pradip Kumar Bala & Nripendra P. Rana & Hatice Kizgin, 2022. "A Techno-Business Platform to Improve Customer Experience Following the Brand Crisis Recovery: A B2B Perspective," Information Systems Frontiers, Springer, vol. 24(6), pages 2027-2051, December.
    2. Udo, Godwin J. & Bagchi, Kallol K. & Kirs, Peeter J., 2010. "An assessment of customers’ e-service quality perception, satisfaction and intention," International Journal of Information Management, Elsevier, vol. 30(6), pages 481-492.
    3. Pavía, Jose M. & Veres-Ferrer, Ernesto J. & Foix-Escura, Gabriel, 2012. "Credit card incidents and control systems," International Journal of Information Management, Elsevier, vol. 32(6), pages 501-503.
    4. Osakwe, Christian Nedu & Hudik, Marek & Říha, David & Stros, Michael & Ramayah, T., 2022. "Critical factors characterizing consumers’ intentions to use drones for last-mile delivery: Does delivery risk matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    5. Henriques de Gusmão, Ana Paula & Mendonça Silva, Maisa & Poleto, Thiago & Camara e Silva, Lúcio & Cabral Seixas Costa, Ana Paula, 2018. "Cybersecurity risk analysis model using fault tree analysis and fuzzy decision theory," International Journal of Information Management, Elsevier, vol. 43(C), pages 248-260.
    6. Lopez-Nicolas, Carolina & Soto-Acosta, Pedro, 2010. "Analyzing ICT adoption and use effects on knowledge creation: An empirical investigation in SMEs," International Journal of Information Management, Elsevier, vol. 30(6), pages 521-528.
    7. Poier, Stefan, 2023. "A matter of risk? Investigating the battery purchase decision in the German photovoltaics market," Energy, Elsevier, vol. 275(C).
    8. Mariola Michałowska & Piotr Kułyk & Leonard Pietrow, 2024. "Consumer Risk in the Purchasing Process in the Organic Food Market," Sustainability, MDPI, vol. 16(21), pages 1-17, October.
    9. Manika, Danae & Papagiannidis, Savvas & Bourlakis, Michael, 2017. "Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers," International Journal of Information Management, Elsevier, vol. 37(3), pages 214-228.
    10. Tsao, Wen-Yu, 2013. "The fitness of product information: Evidence from online recommendations," International Journal of Information Management, Elsevier, vol. 33(1), pages 1-9.
    11. Alrawad, Mahmaod & Lutfi, Abdalwali & Alyatama, Sundus & Al Khattab, Adel & Alsoboa, Sliman S. & Almaiah, Mohammed Amin & Ramadan, Mujtaba Hashim & Arafa, Hussin Mostafa & Ahmed, Nazar Ali & Alsyouf, , 2023. "Assessing customers perception of online shopping risks: A structural equation modeling–based multigroup analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).

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