“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.
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.
Citation:
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.
Authors
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
Volume
NA - Advances in Consumer Research Volume 41 | 2013
Share Proceeding
Featured papers
See MoreFeatured
N1. The Experiential Advantage in Eudaimonic Well-being – An Experimental Assessment
Aditya Gupta, University of Nebraska-Lincoln
James Gentry, University of Nebraska-Lincoln
Featured
Symbolic sustainable attributes improve attitude toward low-quality products: A warm-glow feelings account
Valéry Bezençon, University of Neuchâtel
Florent Girardin, University of Neuchâtel
Renaud Lunardo, Kedge Business School
Featured
Red Flag! The Consequences of Alerting Consumers to Fake Reviews
Jared Joseph Watson, New York University, USA
Amna Kirmani, University of Maryland, USA