Consequences of consumer regret with online shopping

Barta, Sergio (Universidad de Zaragoza) ; Gurrea, Raquel (Universidad de Zaragoza) ; Flavián, Carlos (Universidad de Zaragoza)

Resumen: Negative online reviews can significantly hurt future sales. After impulsive decisions, consumers may feel regret and write negative online reviews. Two studies are conducted to understand the origin and consequences of negative reviews according to the review content and the responsibility for the mistake in the decision. The first study analyses the influence on the review creation of regret with the process and the outcome through structural equation modelling. For the second study, a 2 × 2 experimental design was conducted. This study analyses how different content in the review (regret with the process vs. regret with the outcome) and guilt of the error (the consumer vs. the seller) affects the perceived persuasiveness, usefulness and credibility of the information, and the intention to follow the advice. The results show that for generating negative reviews, it is the regret with the process coupled with the presence of regret with the outcome which ultimately leads to the intention to write negative reviews. However, the results of the second study show that reviews that criticize the outcome are more damaging than those that criticize the process. Furthermore, reviews that show regret in which the buyer is responsible affect readers more through the greater persuasion they generate.

Idioma: Inglés

DOI: 10.1016/j.jretconser.2023.103332

Año: 2023

Publicado en: Journal of Retailing and Consumer Services 73 (2023), 103332 [13 pp.]
ISSN: 0969-6989

Factor impacto JCR: 11.0 (2023)

Categ. JCR: BUSINESS rank: 8 / 304 = 0.026 (2023) - Q1 - T1

Factor impacto CITESCORE: 20.4 - Marketing (Q1)

Factor impacto SCIMAGO: 2.99 - Marketing (Q1)

Financiación: info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21
Financiación: info:eu-repo/grantAgreement/ES/DGA-FSE/S20-20R METODO Research Group
Financiación: info:eu-repo/grantAgreement/ES/MCIU/FPU18-02037
Financiación: info:eu-repo/grantAgreement/ES/MCIU/PID2019-105468RB-I00

Tipo y forma: Artículo (Versión definitiva)

Área (Departamento): Área Comerci.Investig.Mercados (Dpto. Direc.Mark.Inves.Mercad.)