教師資料查詢 | 類別: 期刊論文 | 教師: 方郁惠YU-HUI FANG (瀏覽個人網頁)

標題:Exploring Online Double Deviation Effect from Psychological Contract Violation, Emotion, and Power Perspectives
學年102
學期2
出版(發表)日期2014/04/01
作品名稱Exploring Online Double Deviation Effect from Psychological Contract Violation, Emotion, and Power Perspectives
作品名稱(其他語言)
著者Fang, Y. H.; Chiu, C. M.
單位淡江大學會計學系
出版者Atlanta, GA: Association for Information Systems
著錄名稱、卷期、頁數Pacific Asia Journal of the Association for Information Systems 6(1), pp.39-65
摘要Service recovery is a critical moment of truth in retaining customers and reinforcing customer relationships, and has been considered as an “Achilles' heel” in online marketplaces. Poor service recoveries exacerbate the negative effects of the failure, producing a “double deviation” effect. The double deviation effect may arise from the seller’s power misuse and then dissolve the buyer-seller relationship (e.g., violate consumer psychological contract), elicit consumer negative emotions which lead to customer coping behaviors. This study links the theories of psychological contract violation (PCV), emotion, and coping from the power perspective to investigate the double deviation scenario in online auction marketplaces. Two moderators (perceived power and perceived consumer empowerment) are considered in our proposed model. Data collected from 190 consumers of one auction website provide support for the proposed model. The results shed light on what constitutes the determinants of consumer judgments while facing double deviation scenario and how consumers react to and cope with it in online marketplaces. Finally, implications and limitations are discussed in the last part of this paper.
關鍵字
語言中文
ISSN1943-7536;1943-7544
期刊性質國外
收錄於
產學合作
通訊作者
審稿制度
國別美國
公開徵稿
出版型式,電子版,紙本
相關連結
SDGs
  • 減少不平等,良好健康和福祉
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