IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v37y2017i6p520-538.html
   My bibliography  Save this article

Online shopping post-payment dissonance: Dissonance reduction strategy using online consumer social experiences

Author

Listed:
  • Liao, Tze-Hsien

Abstract

This study applied the concept of online consumer social experiences (OCSEs) to reduce online shopping post-payment dissonance (i.e., dissonance occurring between online payment and product receipt). Two types of OCSEs were developed: indirect social experiences (IDSEs) and virtual social experiences (VSEs). Two studies were conducted, in which 447 college students were enrolled. Study 1 compared the effects of OCSEs and non-OCSEs when online shopping post-payment dissonance occurred. The results indicate that providing consumers affected by online shopping post-payment dissonance with OCSEs reduces dissonance and produces higher satisfaction, higher repurchase intention, and lower complaint intention than when no OCSEs are provided. In addition, consumers’ interpersonal trust (IPT) and susceptibility to interpersonal informational influence (SIII) moderated the positive effects of OCSEs. Study 2 compared the effects of IDSEs and VSEs when online shopping post-payment dissonance occurred. The results suggest that the effects of IDSEs and VSEs on satisfaction, repurchase intention, and complaint intention are moderated by consumers’ computing need for control (CNC) and computer-mediated communication apprehension (CMCA). The consumers with high CNC and low CMCA preferred VSEs, whereas the consumers with low CNC and high CMCA preferred IDSEs. The effects of VSEs and IDSEs on consumers with high CNC and CMCA and those with low CNC and CMCA were not significantly different.

Suggested Citation

  • Liao, Tze-Hsien, 2017. "Online shopping post-payment dissonance: Dissonance reduction strategy using online consumer social experiences," International Journal of Information Management, Elsevier, vol. 37(6), pages 520-538.
    • Handle: RePEc:eee:ininma:v:37:y:2017:i:6:p:520-538
    DOI: 10.1016/j.ijinfomgt.2017.03.006
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401216304455
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijinfomgt.2017.03.006?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Wang, Qiuzhen & Cui, Xiling & Huang, Liqiang & Dai, Yiling, 2016. "Seller reputation or product presentation? An empirical investigation from cue utilization perspective," International Journal of Information Management, Elsevier, vol. 36(3), pages 271-283.
    2. Bearden, William O & Netemeyer, Richard G & Teel, Jesse E, 1989. "Measurement of Consumer Susceptibility to Interpersonal Influence," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(4), pages 473-481, March.
    3. Liao, Junyun & Huang, Minxue & Xiao, Bangming, 2017. "Promoting continual member participation in firm-hosted online brand communities: An organizational socialization approach," Journal of Business Research, Elsevier, vol. 71(C), pages 92-101.
    4. Cox, Anthony D. & Cox, Dena & Anderson, Ronald D., 2005. "Reassessing the pleasures of store shopping," Journal of Business Research, Elsevier, vol. 58(3), pages 250-259, March.
    5. Adam Duhachek, 2005. "Coping: A Multidimensional, Hierarchical Framework of Responses to Stressful Consumption Episodes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 32(1), pages 41-53, June.
    6. Wright, Alice A & Lynch, John G, Jr, 1995. "Communication Effects of Advertising versus Direct Experience When Both Search and Experience Attributes Are Present," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 708-718, March.
    7. Liu, Yuping, 2003. "Developing a Scale to Measure the Interactivity of Websites," Journal of Advertising Research, Cambridge University Press, vol. 43(2), pages 207-216, June.
    8. Ifinedo, Princely, 2016. "Applying uses and gratifications theory and social influence processes to understand students' pervasive adoption of social networking sites: Perspectives from the Americas," International Journal of Information Management, Elsevier, vol. 36(2), pages 192-206.
    9. Fortin, David R. & Dholakia, Ruby Roy, 2005. "Interactivity and vividness effects on social presence and involvement with a web-based advertisement," Journal of Business Research, Elsevier, vol. 58(3), pages 387-396, March.
    10. Yoon, Hyun Shik & Occeña, Luis G., 2015. "Influencing factors of trust in consumer-to-consumer electronic commerce with gender and age," International Journal of Information Management, Elsevier, vol. 35(3), pages 352-363.
    11. Osuna, Ignacio & González, Jorge & Capizzani, Mario, 2016. "Which Categories and Brands to Promote with Targeted Coupons to Reward and to Develop Customers in Supermarkets," Journal of Retailing, Elsevier, vol. 92(2), pages 236-251.
    12. 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.
    13. Moon, Youngme, 2000. "Intimate Exchanges: Using Computers to Elicit Self-Disclosure from Consumers," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 26(4), pages 323-339, March.
    14. Bearden, William O & Etzel, Michael J, 1982. "Reference Group Influence on Product and Brand Purchase Decisions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 183-194, September.
    15. Park, C Whan & Lessig, V Parker, 1977. "Students and Housewives: Differences in Susceptibility to Reference Group Influence," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 4(2), pages 102-110, Se.
    16. Ariely, Dan, 2000. "Controlling the Information Flow: Effects on Consumers' Decision Making and Preferences," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(2), pages 233-248, September.
    17. Burnkrant, Robert E & Cousineau, Alain, 1975. "Informational and Normative Social Influence in Buyer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 2(3), pages 206-215, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kostyk, Alena & Sheng, Jie, 2023. "VR in customer-centered marketing: Purpose-driven design," Business Horizons, Elsevier, vol. 66(2), pages 225-236.
    2. Liu, Sen & Chan, Felix T.S. & Yang, Junai & Niu, Ben, 2018. "Understanding the effect of cloud computing on organizational agility: An empirical examination," International Journal of Information Management, Elsevier, vol. 43(C), pages 98-111.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Fernandes, Semila & Venkatesh, V.G. & Panda, Rajesh & Shi, Yangyan, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    2. Semila Fernandes & V.G. Venkatesh & Rajesh Panda & Yangyan Shi, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Post-Print hal-04455597, HAL.
    3. Jaeki Song & Fatemeh Mariam Zahedi, 2005. "A Theoretical Approach to Web Design in E-Commerce: A Belief Reinforcement Model," Management Science, INFORMS, vol. 51(8), pages 1219-1235, August.
    4. Fong, Cher-Min & Chang, Hsing-Hua Stella & Lin, Mong-Ching & Chen, I-Hung, 2022. "Reexamining emerging market animosity toward western developed countries: A social dilemma in physical retailing consumption under normative influence," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    5. Jamal, Ahmad & Shukor, Syadiyah Abdul, 2014. "Antecedents and outcomes of interpersonal influences and the role of acculturation: The case of young British-Muslims," Journal of Business Research, Elsevier, vol. 67(3), pages 237-245.
    6. Jing Wang & Anocha Aribarg & Yves F. Atchadé, 2013. "Modeling Choice Interdependence in a Social Network," Marketing Science, INFORMS, vol. 32(6), pages 977-997, November.
    7. Jiarong Shi & Zihao Jiang, 2023. "Willingness to pay a premium price for green products: does a reference group matter?," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 25(8), pages 8699-8727, August.
    8. Kareem Abdul, Waheed & Gaur, Sanjaya S. & Peñaloza, Lisa N., 2012. "The determinants of customer trust in buyer–seller relationships: An empirical investigation in rural India," Australasian marketing journal, Elsevier, vol. 20(4), pages 303-313.
    9. Alfis S. Gayazov & Gulnara F. Zamaletdinova & Artur F. Amirov & Andrey V. Kostryukov & Evgeniya I. Tikhomirova, 2016. "Modern Teaching Tendencies of Critical Thinking Forming of University Students," International Review of Management and Marketing, Econjournals, vol. 6(2), pages 358-363.
    10. Yadav, Manjit S. & de Valck, Kristine & Hennig-Thurau, Thorsten & Hoffman, Donna L. & Spann, Martin, 2013. "Social Commerce: A Contingency Framework for Assessing Marketing Potential," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 311-323.
    11. Kee-Young Kwahk & Byoungsoo Kim, 2017. "Effects of social media on consumers’ purchase decisions: evidence from Taobao," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 803-829, December.
    12. Haris Krijestorac & Rajiv Garg & Prabhudev Konana, 2021. "Decisions Under the Illusion of Objectivity: Digital Embeddedness and B2B Purchasing," Production and Operations Management, Production and Operations Management Society, vol. 30(7), pages 2232-2251, July.
    13. Lascu, Dana-Nicoleta & Bearden, William O. & Rose, Randall L., 1995. "Norm extremity and interpersonal influences on consumer conformity," Journal of Business Research, Elsevier, vol. 32(3), pages 201-212, March.
    14. Barbopoulos, Isak & Johansson, Lars-Olof, 2017. "The Consumer Motivation Scale: Development of a multi-dimensional and context-sensitive measure of consumption goals," Journal of Business Research, Elsevier, vol. 76(C), pages 118-126.
    15. Mauricio S. Featherman & Nick Hajli, 2016. "Self-Service Technologies and e-Services Risks in Social Commerce Era," Journal of Business Ethics, Springer, vol. 139(2), pages 251-269, December.
    16. Hutzinger, Clemens & Weitzl, Wolfgang J., 2021. "Co-creation of online service recoveries and its effects on complaint bystanders," Journal of Business Research, Elsevier, vol. 130(C), pages 525-538.
    17. Yoo, Weon-Sang & Lee, Yunjung & Park, JungKun, 2010. "The role of interactivity in e-tailing: Creating value and increasing satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 89-96.
    18. Yongbo Sun & Jiajia Zhang, 2019. "Acquiescence or Resistance: Group Norms and Self-Interest Motivation in Unethical Consumer Behaviour," Sustainability, MDPI, vol. 11(8), pages 1-25, April.
    19. Sheng-Hsiung Chang, 2015. "The Influence of Green Viral Communications on Green Purchase Intentions: The Mediating Role of Consumers’ Susceptibility to Interpersonal Influences," Sustainability, MDPI, vol. 7(5), pages 1-21, April.
    20. Zhang, Honghong & Fam, Kim-Shyan & Goh, Tiong-Thye & Dai, Xin, 2018. "When are influentials equally influenceable? The strength of strong ties in new product adoption," Journal of Business Research, Elsevier, vol. 82(C), pages 160-170.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ininma:v:37:y:2017:i:6:p:520-538. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/international-journal-of-information-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.