000125796 001__ 125796 000125796 005__ 20241125101136.0 000125796 0247_ $$2doi$$a10.1016/j.jretconser.2023.103332 000125796 0248_ $$2sideral$$a133273 000125796 037__ $$aART-2023-133273 000125796 041__ $$aeng 000125796 100__ $$0(orcid)0000-0001-8353-3870$$aBarta, Sergio$$uUniversidad de Zaragoza 000125796 245__ $$aConsequences of consumer regret with online shopping 000125796 260__ $$c2023 000125796 5060_ $$aAccess copy available to the general public$$fUnrestricted 000125796 5203_ $$aNegative 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. 000125796 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21$$9info:eu-repo/grantAgreement/ES/DGA-FSE/S20-20R METODO Research Group$$9info:eu-repo/grantAgreement/ES/MCIU/FPU18-02037$$9info:eu-repo/grantAgreement/ES/MCIU/PID2019-105468RB-I00 000125796 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/ 000125796 590__ $$a11.0$$b2023 000125796 592__ $$a2.99$$b2023 000125796 591__ $$aBUSINESS$$b8 / 304 = 0.026$$c2023$$dQ1$$eT1 000125796 593__ $$aMarketing$$c2023$$dQ1 000125796 594__ $$a20.4$$b2023 000125796 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion 000125796 700__ $$0(orcid)0000-0002-5487-5203$$aGurrea, Raquel$$uUniversidad de Zaragoza 000125796 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, Carlos$$uUniversidad de Zaragoza 000125796 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000125796 773__ $$g73 (2023), 103332 [13 pp.]$$pJ. retail. consum. serv.$$tJournal of Retailing and Consumer Services$$x0969-6989 000125796 8564_ $$s3040000$$uhttps://zaguan.unizar.es/record/125796/files/texto_completo.pdf$$yVersión publicada 000125796 8564_ $$s2723424$$uhttps://zaguan.unizar.es/record/125796/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada 000125796 909CO $$ooai:zaguan.unizar.es:125796$$particulos$$pdriver 000125796 951__ $$a2024-11-22-12:01:05 000125796 980__ $$aARTICLE