“I Know It’S Your Fault, But I Blame the Matchmaker More:” Changes in Consumer Trust Toward Social Commerce Companies Due to Dissatisfying Purchases in a Two-Sided Market.

Yaeeun Kim, Korea Advanced Institute of Science and Technology, Republic of Korea
Myeong-cheol Park, Korea Advanced Institute of Science and Technology, Republic of Korea
We examined whether the perceived main sources of service failure cause changes in consumer trust toward social commerce companies. When a business is two-sided, consumers attribute service failure experiences with merchants to the intermediary, the “social commerce company”. This was verified for all severity levels of service failure.
[ to cite ]:
Yaeeun Kim and Myeong-cheol Park (2013) ,"“I Know It’S Your Fault, But I Blame the Matchmaker More:” Changes in Consumer Trust Toward Social Commerce Companies Due to Dissatisfying Purchases in a Two-Sided Market.", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.