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Psychological contract violation and customer intention to reuse online retailers:exploring mediating and moderating mechanisms

Malhotra, Neeru and Sahadev, Sunil and Purani, Keeyor (2017) 'Psychological contract violation and customer intention to reuse online retailers:exploring mediating and moderating mechanisms.' Journal of Business Research, 75. 17 - 28. ISSN 0148-2963

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Abstract

This study examines the impact of psychological contract violation (PCV) on customer intention to reuse online retailer websites via the mediating mechanisms of trust and satisfaction. The moderating role of perceived structural assurance (SA) is also investigated. An empirical study conducted among online shoppers confirms the indirect effects of PCV on customers? intention to reuse via trust and satisfaction. The findings also support the moderating impact of perceived SA in the network of relationships. The study underscores the importance of SA as a trust-building mechanism for mitigating the deleterious effects of PCV among online customers, although the role of SA in preserving satisfaction is found to be limited. The findings suggest that online retailers may benefit by investing in SA and addressing the negative effects of PCV proactively rather than simply relying on post-failure service recovery mechanisms.

Item Type: Article
Uncontrolled Keywords: psychological contract violation, trust, customer satisfaction, structural assurance, intention to reuse, online retailing, Marketing
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD58.7 Organizational behavior, change and effectiveness. Corporate culture
Divisions: Faculty of Social Sciences > Essex Business School
Depositing User: Elements
Date Deposited: 27 Nov 2018 11:43
Last Modified: 27 Nov 2018 11:43
URI: http://repository.essex.ac.uk/id/eprint/23534

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