Bibliographic Details
| Title: |
When is Consumer Inertia Important?: An Empirical Study on Consumers' Misbehaviors in the C2C marketplace. |
| Authors: |
Emi Moriuchi1, Ikuo Takahashi2 |
| Source: |
Society for Marketing Advances Proceedings. Nov2022, p293-294. 2p. |
| Subject Terms: |
*Consumers, *Empirical research, *Industrial management, *Transaction costs, Distributive justice |
| Abstract: |
Consumer misbehavior has been gaining attention since the growth of C2C marketplaces. These unethical behaviors exist when there is an interaction between the consumer and the provider, including the sellers. The result shows that procedural justice plays a critical role in consumers' potential to misbehave among the different justices. Through a posthoc analysis, the direct relationship indicates that when there is a procedure mishap, consumers skip the step of being dissatisfied and can direct tries to rectify the situation by misbehaving. However, the presence of consumer inertia, can mitigate the direct impact of misbehavior. Between distributive and interactional justice, consumer inertia moderates between the interactional justice and dissatisfaction but not for the distributive justice. This suggests that the communication between the platform provider, together with consumers' inertia, can reduce the level of dissatisfaction. [ABSTRACT FROM AUTHOR] |
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| Database: |
Business Source Complete |
