UNDERSTANDING DETERMINANTS OF COMPLAINT INTENTIONS IN ONLINE SHOPPING - The Perspectives of Justice and Technology

Ing-Long Wu, Chi-Ying Huang, Chu-Ying Fu

Abstract

Consumers’ complaint behaviors are critical in determining repurchase behaviors in online shopping. An understanding of complaint behaviors can provide insight to the failed service experience with consumers and in turn, effectively redress consumers’ problems. Therefore, it is important to comprehend the antecedents of complaint intentions in online shopping. The major issue is two-fold: behavior and technology. This study thus integrates justice theory and expectation-confirmation model to examine the antecedents of complaint intentions in terms of these two issues. Moreover, customer satisfaction is an important mediator in the relationship structure. Data are collected from online shoppers with dissatisfied experience. Structural equation modeling is used to analyze this model. The results indicate that distributive justice and interactional justice are important in influencing customer satisfaction and complaint intentions while interactional justice is not. Technology-based antecedents, such as perceived usefulness, are all important in determining customer satisfaction and complaint intentions. Implications for managers and scholars are discussed.

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Paper Citation


in Harvard Style

Wu I., Huang C. and Fu C. (2011). UNDERSTANDING DETERMINANTS OF COMPLAINT INTENTIONS IN ONLINE SHOPPING - The Perspectives of Justice and Technology . In Proceedings of the 7th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST, ISBN 978-989-8425-51-5, pages 473-479. DOI: 10.5220/0003311904730479


in Bibtex Style

@conference{webist11,
author={Ing-Long Wu and Chi-Ying Huang and Chu-Ying Fu},
title={UNDERSTANDING DETERMINANTS OF COMPLAINT INTENTIONS IN ONLINE SHOPPING - The Perspectives of Justice and Technology},
booktitle={Proceedings of the 7th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,},
year={2011},
pages={473-479},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003311904730479},
isbn={978-989-8425-51-5},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 7th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,
TI - UNDERSTANDING DETERMINANTS OF COMPLAINT INTENTIONS IN ONLINE SHOPPING - The Perspectives of Justice and Technology
SN - 978-989-8425-51-5
AU - Wu I.
AU - Huang C.
AU - Fu C.
PY - 2011
SP - 473
EP - 479
DO - 10.5220/0003311904730479