Are trust and risk important in consumers' electronic commerce purchasing decisions? What are the antecedents of trust and risk in this context? How do trust and risk affect an Internet consumer's purchasing decision? To answer these questions, we i) develop a theoretical framework describing the trust-based decision-making process a consumer uses when making a purchase from a given site, ii) test the proposed model using a Structural Equation Modeling technique on Internet consumer purchasing behavior data collected via a Web survey, and iii) consider the implications of the model. The results of the study show that Internet consumers' trust and perceived risk have strong impacts on their purchasing decisions. Consumer disposition to trust, reputation, privacy concerns, security concerns, the information quality of the Website, and the company's reputation, have strong effects on Internet consumers' trust in the Website. Interestingly, the presence of a third-party seal did not strongly influence consumers' trust.

/pdf/a-trust-based-consumer-decision-making-model-in-electronic-2tir3ct0zz.pdf

A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents

Customer participation in the production of goods and services appears to be growing. The marketing literature has largely focused on the economic implications of this trend and has not addressed customers’ potential psychological responses to participation. The authors draw on the social psychological literature on the self-serving bias and conduct two studies to examine the effects of participation on customer satisfaction. Study 1 shows that consistent with the self-serving bias, given an identical outcome, customer satisfaction with a firm differs depending on whether a customer participates in production. Study 2 shows that providing customers a choice in whether to participate mitigates the self-serving bias when the outcome is worse than expected. The authors present theoretical and practical implications and provide directions for further research.

/pdf/psychological-implications-of-customer-participation-in-co-4z2usky6be.pdf

Psychological Implications of Customer Participation in Co-Production

Customer voluntary performance: Customers as partners in service delivery

The area of consumer cocreation is in its infancy and many aspects are not well understood. In this article, we outline and discuss a conceptual framework that focuses on the degree of consumer cocreation in new product development (NPD). The authors examine (a) the major stimulators and impediments to this process, (b) the impact of cocreation at each stage of the NPD process, and (c) the various firm-related and consumer-related outcomes. A number of areas for future research are suggested.

/pdf/consumer-cocreation-in-new-product-development-2vqxdffxj0.pdf

Consumer Cocreation in New Product Development

The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature.

Patient-based determinants of quality and satisfaction play an important role in choosing a health care provider. This study identifies five attributes of health care delivery that define patients' perceptions of quality and satisfaction. Managerial implications for diagnosing quality concerns of patients are discussed.

What attributes determine quality and satisfaction with health care delivery

http://onemvweb.com/sources/sources/customer_trust_saleperson.pdf

Customer Trust in the Salesperson

Purpose – To determine the impact of service recovery on consumer evaluations of service delivery.Design/methodology/approach – An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy.Findings – Results revealed that higher levels of redress independently increase positive consumer responses. It was further found that the interaction of employee responsiveness and courtesy can also have a dramatic impact on consumer evaluations. Satisfaction was highest and negative word‐of‐mouth (WOM) intentions were lowest only under conditions of high responsiveness and courtesy. Additionally, an interaction between courtesy and tangible rewards significantly decreased the level of negative WOM.Practical implications – The research offers empirical support for the “service recovery paradox” suggesting effective post‐recovery efforts may not only counteract bad service experiences, but may increase satisfaction beyond leve...

The art of service recovery: fact or fiction?

Offers a fresh outlook for managing the delicate interaction between the customer and the contact employee in the service environment. Emphasizes that the quality of the customer‐employee interfacehas a great effect on customers′ perceptions of the quality and value of the service, as well as on their satisfaction. Suggests a model of how companies can improve this interface by treating employees ascustomers and customers as employees, thus developing lower cost and higher quality services and also higher levels of satisfaction on the part of both customers and employees. Recommends various steps for management to take.

Trading Places: Employees as Customers, Customers as Employees

Examines the development of new services in service organizations, which has often been incomplete and has resulted in the needs of the marketplace remaining unsatisfied. Considers the findings of a study comparing the process of new service development in different service industries. Reports on how development may be improved and offers a model allowing greater input from the service recipients.

Michael R. Bowers

Papers

What attributes determine quality and satisfaction with health care delivery

Customer Trust in the Salesperson

The art of service recovery: fact or fiction?

Trading Places: Employees as Customers, Customers as Employees

Developing New Services: Improving the Process Makes it Better