sh.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Online purchase return policy leniency and purchase decision: Mediating role of consumer trust
Södertörn University, School of Social Sciences, Business Studies. Linnaeus University.
Lund University.
Lund University.
Lund University.
2018 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 41, p. 190-200Article in journal (Refereed) Published
Abstract [en]

Recasting prior work on return-policy and purchase intentions literature, through the lens of signaling theory and relational signaling theory, we posit that returns policy, as a market signaling mechanism, is a costly investment that online retailers make to not only support current transaction but also to signal commitment towards customer service. What outcome would such costly signal result into? Based on relational signaling theory, it promotes trust, that in turn, could enhance purchase intentions. With empirical data from 730 online consumers of fast-moving consumer goods in Sweden, the study finds that, after controlling for shoppers' age, education, income, gender, and frequency of online purchases, perceived consumer trust fully mediates the effect of perceived return policy leniency on purchase intention. Building on past research, we apply a different theoretical lens that connects costly signaling that drives relational signaling to foster customer trust to improve purchase intentions.

Place, publisher, year, edition, pages
2018. Vol. 41, p. 190-200
Keywords [en]
Return policy leniency, Purchase intentions, Consumer trust, Retail, Online shopping
National Category
Business Administration
Identifiers
URN: urn:nbn:se:sh:diva-34033DOI: 10.1016/j.jretconser.2017.12.007ISI: 000425491700020Scopus ID: 2-s2.0-85039797260OAI: oai:DiVA.org:sh-34033DiVA, id: diva2:1172194
Available from: 2018-01-09 Created: 2018-01-09 Last updated: 2018-03-08Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Oghazi, Pejvak

Search in DiVA

By author/editor
Oghazi, Pejvak
By organisation
Business Studies
In the same journal
Journal of Retailing and Consumer Services
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 113 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf