IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v73y2023ics0969698923000796.html
   My bibliography  Save this article

Consequences of consumer regret with online shopping

Author

Listed:
  • Barta, Sergio
  • Gurrea, Raquel
  • Flavián, Carlos

Abstract

Negative online reviews can significantly hurt future sales. After impulsive decisions, consumers may feel regret and write negative online reviews. Two studies are conducted to understand the origin and consequences of negative reviews according to the review content and the responsibility for the mistake in the decision. The first study analyses the influence on the review creation of regret with the process and the outcome through structural equation modelling. For the second study, a 2 × 2 experimental design was conducted. This study analyses how different content in the review (regret with the process vs. regret with the outcome) and guilt of the error (the consumer vs. the seller) affects the perceived persuasiveness, usefulness and credibility of the information, and the intention to follow the advice. The results show that for generating negative reviews, it is the regret with the process coupled with the presence of regret with the outcome which ultimately leads to the intention to write negative reviews. However, the results of the second study show that reviews that criticize the outcome are more damaging than those that criticize the process. Furthermore, reviews that show regret in which the buyer is responsible affect readers more through the greater persuasion they generate.

Suggested Citation

  • Barta, Sergio & Gurrea, Raquel & Flavián, Carlos, 2023. "Consequences of consumer regret with online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    • Handle: RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000796
    DOI: 10.1016/j.jretconser.2023.103332
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698923000796
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2023.103332?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Wood, Michael, 1998. "Socio-economic status, delay of gratification, and impulse buying," Journal of Economic Psychology, Elsevier, vol. 19(3), pages 295-320, June.
    2. Wakefield, Lane T. & Wakefield, Robin L., 2018. "Anxiety and Ephemeral Social Media Use in Negative eWOM Creation," Journal of Interactive Marketing, Elsevier, vol. 41(C), pages 44-59.
    3. Duan, Yongrui & Liu, Tonghui & Mao, Zhixin, 2022. "How online reviews and coupons affect sales and pricing: An empirical study based on e-commerce platform," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    4. Viglia, Giampaolo & Dolnicar, Sara, 2020. "A review of experiments in tourism and hospitality," Annals of Tourism Research, Elsevier, vol. 80(C).
    5. Shahid Sameeni, Maleeha & Ahmad, Wasim & Filieri, Raffaele, 2022. "Brand betrayal, post-purchase regret, and consumer responses to hedonic versus utilitarian products: The moderating role of betrayal discovery mode," Journal of Business Research, Elsevier, vol. 141(C), pages 137-150.
    6. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    7. Sandra Miranda & Patrícia Cunha & Margarida Duarte, 2021. "An integrated model of factors affecting consumer attitudes and intentions towards youtuber-generated product content," Review of Managerial Science, Springer, vol. 15(1), pages 55-73, January.
    8. Salminen, Joni & Kandpal, Chandrashekhar & Kamel, Ahmed Mohamed & Jung, Soon-gyo & Jansen, Bernard J., 2022. "Creating and detecting fake reviews of online products," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    9. Ana Babić Rosario & Kristine Valck & Francesca Sotgiu, 2020. "Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 422-448, May.
    10. J. Jeffrey Inman & James S. Dyer & Jianmin Jia, 1997. "A Generalized Utility Model of Disappointment and Regret Effects on Post-Choice Valuation," Marketing Science, INFORMS, vol. 16(2), pages 97-111.
    11. Ismagilova, Elvira & Dwivedi, Yogesh K. & Slade, Emma, 2020. "Perceived helpfulness of eWOM: Emotions, fairness and rationality," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    12. Raffaele Filieri & Elisabetta Raguseo & Claudio Vitari, 2021. "Extremely Negative Ratings and Online Consumer Review Helpfulness: The Moderating Role of Product Quality Signals," Post-Print hal-03511351, HAL.
    13. Carolyn Bonifield & Catherine Cole, 2007. "Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses," Marketing Letters, Springer, vol. 18(1), pages 85-99, June.
    14. Kichan Nam & Jeff Baker & Norita Ahmad & Jahyun Goo, 2020. "Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)," Information Systems Frontiers, Springer, vol. 22(1), pages 113-130, February.
    15. Rook, Dennis W, 1987. "The Buying Impulse," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(2), pages 189-199, September.
    16. Filieri, Raffaele, 2015. "What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM," Journal of Business Research, Elsevier, vol. 68(6), pages 1261-1270.
    17. Alzate, Miriam & Arce-Urriza, Marta & Cebollada, Javier, 2022. "Mining the text of online consumer reviews to analyze brand image and brand positioning," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    18. Filieri, Raffaele, 2016. "What makes an online consumer review trustworthy?," Annals of Tourism Research, Elsevier, vol. 58(C), pages 46-64.
    19. Saintives, Camille, 2020. "Guilt online vs. offline: What are its consequences on consumer behavior?," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    20. Previte, Josephine & Russell-Bennett, Rebekah & Mulcahy, Rory & Hartel, Charmine, 2019. "The role of emotional value for reading and giving eWOM in altruistic services," Journal of Business Research, Elsevier, vol. 99(C), pages 157-166.
    21. Pashchenko, Yana & Rahman, Mst Farjana & Hossain, Md Shamim & Uddin, Md Kutub & Islam, Tarannum, 2022. "Emotional and the normative aspects of customers’ reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    22. Raffaele Filieri & Elisabetta Raguseo & Claudio Vitari, 2019. "What moderates the influence of extremely negative ratings? The role of review and reviewer characteristics," Post-Print hal-03511270, HAL.
    23. Kim, Peter H. & Dirks, Kurt T. & Cooper, Cecily D. & Ferrin, Donald L., 2006. "When more blame is better than less: The implications of internal vs. external attributions for the repair of trust after a competence- vs. integrity-based trust violation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 99(1), pages 49-65, January.
    24. Donthu, Naveen & Kumar, Satish & Pandey, Neeraj & Pandey, Nitesh & Mishra, Akanksha, 2021. "Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis," Journal of Business Research, Elsevier, vol. 135(C), pages 758-773.
    25. Liu, Hongfei & Jayawardhena, Chanaka & Osburg, Victoria-Sophie & Yoganathan, Vignesh & Cartwright, Severina, 2021. "Social sharing of consumption emotion in electronic word of mouth (eWOM): A cross-media perspective," Journal of Business Research, Elsevier, vol. 132(C), pages 208-220.
    26. Casaló, Luis V. & Flavián, Carlos & Guinalíu, Miguel & Ekinci, Yuksel, 2015. "Avoiding the dark side of positive online consumer reviews: Enhancing reviews' usefulness for high risk-averse travelers," Journal of Business Research, Elsevier, vol. 68(9), pages 1829-1835.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Filieri, Raffaele & Acikgoz, Fulya & Du, Hao, 2023. "Electronic word-of-mouth from video bloggers: The role of content quality and source homophily across hedonic and utilitarian products," Journal of Business Research, Elsevier, vol. 160(C).
    2. Raffaele Filieri & Elisabetta Raguseo & Claudio Vitari, 2018. "What moderates the influence of extremely negative ratings? The role of review and reviewer characteristics," Post-Print halshs-01923196, HAL.
    3. Zhang, Ziqiong & Qiao, Shuchen & Chen, Ying & Zhang, Zili, 2022. "Effects of spatial distance on consumers' review effort," Annals of Tourism Research, Elsevier, vol. 94(C).
    4. Wang, Zheng & Wang, Lun & Ji, Ying & Zuo, Lulu & Qu, Shaojian, 2022. "A novel data-driven weighted sentiment analysis based on information entropy for perceived satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    5. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
    6. Raffaele Filieri & Elisabetta Raguseo & Claudio Vitari, 2018. "What moderates the influence of extremely negative ratings? The role of review and reviewer characteristics," Grenoble Ecole de Management (Post-Print) halshs-01923196, HAL.
    7. Li, Yuanshuo & Zhang, Zili & Pedersen, Susanne & Liu, Xudong & Zhang, Ziqiong, 2023. "The influence of relative popularity on negative fake reviews: A case study on restaurant reviews," Journal of Business Research, Elsevier, vol. 162(C).
    8. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
    9. Raksmey Sann & Pei-Chun Lai & Hui-Chen Chang, 2020. "Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians," Sustainability, MDPI, vol. 12(5), pages 1-37, February.
    10. Yadegaridehkordi, Elaheh & Nilashi, Mehrbakhsh & Nizam Bin Md Nasir, Mohd Hairul & Momtazi, Saeedeh & Samad, Sarminah & Supriyanto, Eko & Ghabban, Fahad, 2021. "Customers segmentation in eco-friendly hotels using multi-criteria and machine learning techniques," Technology in Society, Elsevier, vol. 65(C).
    11. Pahrudin Pahrudin & Tsung-Hua Hsieh & Li-Wei Liu & Chia-Chun Wang, 2023. "The Role of Information Sources on Tourist Behavior Post-Earthquake Disaster in Indonesia: A Stimulus–Organism–Response (SOR) Approach," Sustainability, MDPI, vol. 15(11), pages 1-23, May.
    12. Shakeel Ahmad Sofi & Faizan Ashraf Mir & Mubashir Majid Baba, 2020. "Cognition and affect in consumer decision making: conceptualization and validation of added constructs in modified instrument," Future Business Journal, Springer, vol. 6(1), pages 1-20, December.
    13. Chandan Parsad & Sanjeev Prashar & Vijay Sai Tata, 2017. "Understanding nature of store ambiance and individual impulse buying tendency on impulsive purchasing behaviour: an emerging market perspective," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 44(4), pages 297-311, December.
    14. Allah Wasaya & Bilal Khan & Muhammad Shafee & Mirza Sajid Mahmood, 2016. "Impact of Brand Equity, Advertisement and Hedonic Consumption Tendencies on Cognitive Dissonance: A Mediation Study," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(3), pages 154-162, June.
    15. Moradi, Masoud & Dass, Mayukh & Kumar, Piyush, 2023. "Differential effects of analytical versus emotional rhetorical style on review helpfulness," Journal of Business Research, Elsevier, vol. 154(C).
    16. Sinha, Piyush Kumar & Mishra, Hari Govind & Kaul, Surabhi & Singh, Sarabjot, 2014. "Buying Impulsive Trait: An effective moderator for shopping emotions and perceived risk," IIMA Working Papers WP2014-03-17, Indian Institute of Management Ahmedabad, Research and Publication Department.
    17. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
    18. Raoofpanah, Iman & Zamudio, César & Groening, Christopher, 2023. "Review reader segmentation based on the heterogeneous impacts of review and reviewer attributes on review helpfulness: A study involving ZIP code data," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    19. Ketron, Seth, 2017. "Investigating the effect of quality of grammar and mechanics (QGAM) in online reviews: The mediating role of reviewer crediblity," Journal of Business Research, Elsevier, vol. 81(C), pages 51-59.
    20. Aleksandar Brzakovic & Tomislav Brzakovic & Darjan Karabasevic & Gabrijela Popovic, 2021. "Empirical Analysis of the Influence of Digital Marketing Elements on Service Quality Variables in the Small- and Medium-Sized Enterprises Sector in the Republic of Serbia," Sustainability, MDPI, vol. 13(18), pages 1-17, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000796. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.