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Lying: Moral Choice in Public and Private Life

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Culture Leadership And Organizations The Globe Study Of 62 Societies

Online interactions have emerged as a dominant exchange mode for companies and customers. Cultivating online relationships—defined as relational exchanges that are mediated by Internet-based channels—presents firms with challenges and opportunities. In lockstep with exponential advancements in computing technology, a rich and ever-evolving toolbox is available to relationship marketers to manage customer relationships online, in settings including e-commerce, social media, online communities, mobile, big data, artificial intelligence, and augmented reality. To advance academic knowledge and guide managerial decision making, this study offers a comprehensive analysis of online relationship marketing in terms of its conceptual foundations, evolution in business practice, and empirical insights from academic research. The authors propose an evolving theory of online relationship marketing, characterizing online relationships as uniquely seamless, networked, omnichannel, personalized, and anthropomorphized. Based on these five essential features, six tenets and 11 corresponding propositions parsimoniously predict the performance effects of the manifold online relationship marketing strategies.

Online relationship marketing

Customers’ purchase decision-making process in social commerce: A social learning perspective

Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?

Consumers' Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis

This article analyzes the relationships among online trust and two of its most important antecedents, namely privacy and security, and explains how consumers’ characteristics (gender, age, education and extraversion), moderate the influence of both privacy and security in online trust. This study expands previous literature by identifying the conditions under which perceived privacy and security are likely to have the greatest positive effects on consumer trust in the online retailer. Based on data from 398 online consumers, the results revealed that the influence of both privacy and security on online trust was stronger for male, younger, more educated, and less extraverted consumers. Implications for theory and management are discussed.

Is the influence of privacy and security on online trust the same for all type of consumers

In this article, we examine the role of several consumers’ cognitive and psychographic traits in their perceptions of retailers’ deceptive practices (perceived deception) and the different effects on perceived deception associated with online vis-a-vis in-store shopping. Building on theoretical models of persuasion in consumer behavior, we hypothesize that the antecedents of perceived deception in traditional settings are the same as those on the Internet, while the intensity of the impact of these antecedents differs between the online and the offline environment. Results suggest that the effects of individual’s cognitive traits (Internet-based information search and perceived Internet usefulness) and risk aversion on perceived deception are more relevant when consumers shop online than when they purchase from traditional stores. Conversely, psychographic traits (shopping enjoyment and materialism) play a more important role in explaining perceived deception in the traditional shopping context as compared to the online channel. Several theoretical and managerial implications are derived from these findings.

The Influence of Consumers’ Cognitive and Psychographic Traits on Perceived Deception: A Comparison Between Online and Offline Retailing Contexts

The Dark Side of Good Reputation and Loyalty in Online Retailing: When Trust Leads to Retaliation through Price Unfairness

Consumer distrust is only recently beginning to be perceived as an important e-commerce issue and, unlike online trust, the nature and role of distrust is much less established. This study examines the influence of two important consumer characteristics (ethical ideology and risk aversion) on consumer's ethically-based distrust of online retailers. Also, the moderating role of consumer's need for personal contact with sales staff is tested. Results from 409 online consumers confirm that both relativist-based ethical ideology and risk aversion are strongly and positively related to consumers' distrust. Interestingly, our findings show that positive effects of relativism and risk aversion on consumer's distrust are moderated by consumers' need for personal interaction, which is more pronounced for those consumers with a high need for personal interaction with retail salespeople.

The relationships among consumers' ethical ideology, risk aversion and ethically-based distrust of online retailers and the moderating role of consumers' need for personal interaction

Isabel P. Riquelme

Papers

Consumers' Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis

Is the influence of privacy and security on online trust the same for all type of consumers

The Influence of Consumers’ Cognitive and Psychographic Traits on Perceived Deception: A Comparison Between Online and Offline Retailing Contexts

The Dark Side of Good Reputation and Loyalty in Online Retailing: When Trust Leads to Retaliation through Price Unfairness

The relationships among consumers' ethical ideology, risk aversion and ethically-based distrust of online retailers and the moderating role of consumers' need for personal interaction