Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms
Abstract
This study examines the impact of psychological contract violation (PCV) on customer intention to reuse online retailer websites via the mediating mechanisms of trust and satisfaction. The moderating role of perceived structural assurance (SA) is also investigated. An empirical study conducted among online shoppers confirms the indirect effects of PCV on customers' intention to reuse via trust and satisfaction. The findings also support the...
Paper Details
Title
Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms
Published Date
Jun 1, 2017
Journal
Volume
75
Pages
17 - 28
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