Dissertations / Theses on the topic 'Post Purchase Consumer Regret'
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Esterhammer, Oliver, and Jiahao Huang. "The Triggers of Buyers Regret of Impulsive Purchases." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35899.
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Attention on impulsive buying behavior has been increased from both researchers and marketers, as the negative consumption experience resulting from this unplanned buying could harm the business severely in terms of brand building, reputation as well as a loss of customer. By reviewing previous literatures, we have identified that there is still little research about the post-consumer behavior of impulse purchases, namely on consumers’ regret triggered from what they have bought impulsively. The purpose of this study is to discover the triggers of buyer regret from impulse purchase, which is presented by the research question “What are the triggers of buyer regret from impulse purchases?” By conducting a quantitative research, we proposed a conceptual model of impulse purchase regret that consists of six hypotheses. The technical tool that we used to test the conceptual model is a SPSS extension called AMOS, whereas the analysis method uses the application of structural equation modeling. We collected our primary data (187 viable responses) via a questionnaire through convenience sampling. By testing all the data with AMOS, we received the following result: 5 hypotheses are accepted and 1 hypothesis is rejected. This result indicates that upwards counterfactual thinking (CFT) on forgone alternatives, a change in significance, and under consideration are positively related to impulse purchase regret; external stimuli and consumer susceptibility to interpersonal influence (CSII) have indirect influence on impulse purchase regret. By applying our theoretical background to analyze the result, we suggest that consumer’s rational buying thinking still plays an important role in post evaluation stage of impulse purchase, even though it disrupts the rational buying process in the beginning. Lastly, we believe that several parties could benefit from our research, they are marketing, academia as well as consumers.
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Bathaee, Athieh [Verfasser]. "Consumer Culture and Purchase Behaviors: Analyses of Anticipated regret, Variety-seeking and Quality-consciousness In Germany and Iran / Athieh Bathaee." Greifswald : Universitätsbibliothek Greifswald, 2014. http://d-nb.info/105130346X/34.
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Mouri, Nacef. "A CONSUMER-BASED ASSESSMENT OF ALLIANCE PERFORMANCE: AN EXAMINATION OF CONSUMER VALUE, SATISFACTION AND POST-PURCHASE BEHAVIOR." Doctoral diss., University of Central Florida, 2005. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/2326.
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Strategic alliances have become a recognized strategy used by firms in the pursuit of their diverse organizational objectives. Consequently, the literature on alliances is replete with research investigating the value strategic alliances generate for participating organizations. Strategic alliances have been shown to contribute to firm value through numerous sources, including scale economies, effective risk management, cost efficient market entries, and learning from partners. Largely overlooked in the literature however, are issues investigating the relationship between strategic alliances and one of the organization's most important constituents, the consumer. Questions such as how the consumer reacts to inter-firm alliances, how strategic alliances impact consumer value, satisfaction, and customer post-purchase behavior have yet to be answered. This lacuna has been recently highlighted by prominent researchers in the discipline (Rindfleisch and Moorman 2003). Focusing on marketing alliances, the present dissertation attempts to address this gap in the alliance literature by advancing and testing a theoretical framework examining consumers' cognitive, affective, and behavioral reactions to organizational strategic alliances. The dissertation also contributes to the satisfaction literature. Scholars in this area have traditionally viewed satisfaction as a cognitive response to the comparison of actual consumption experiences with some comparison standard (confirmation/disconfirmation paradigm). Recently however, there have been increasing calls for satisfaction measures to capture not just how the customer thinks the product performed relative to the comparison standard, but also the resulting customer emotion. The study provides additional support of an affective route to customer satisfaction, particularly when customer hedonic value is enhanced. Moreover, the association between customer satisfaction and behavioral outcomes is also examined. While prior research shows that satisfaction is positively related to loyalty and word of mouth and negatively related to intentions to switch, it was found that these relationships are even stronger in the presence of alliances. The results of this dissertation provide important theoretical and managerial insights. The strategic alliance literature is enhanced insofar as this is the first effort aimed at investigating the impact of strategic alliances on the consumer. The study examines the relationship between marketing alliances and customer value, particularly utilitarian and hedonic value, as well as the moderating role of alliance type (functional or symbolic) in this relationship. From a managerial perspective, engaging in strategic alliances is strategically critical and costly. By providing insight into how alliances enhance consumer value, and how in turn value enhancement is related to customer satisfaction and behavioral outcomes, the present research will help managers make more appropriate and better-informed alliance decisions.Ph.D.
Department of Marketing
Business Administration
Business Administration: Ph.D.
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Zhang, Yakun. "Product returns in a digital era : the role of multidimensional cognitive dissonance, regret, and buying context in the post-purchase appraisal process." Thesis, Durham University, 2018. http://etheses.dur.ac.uk/12489/.
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The retailing industry is battling a behemoth – the escalating problem of product returns. The problem is of a graver import for e-tailers. However, the underlying cognitive and affective appraisal process that leads to product returns in case of online purchase still remains unclear. The liberal product returns environment in the context of online purchase has led consumers to proactively consider the option of decision reversal. Nevertheless, the impact of the initial buying context on the post-purchase appraisal process has been neglected in previous studies. To bridge the gaps found after evaluating the current gamut of research work conducted on this topic, a mixed-method approach was employed in the present study. Using in-depth semi-structured interviews (N = 42), the first qualitative study identified three online purchase situations (unplanned, purchase-for-trial and opportunism buying) that frequently provoke product returns. Additionally, the qualitative uncovered the salient post-purchase appraisal factors. To empirically test the underlying appraisal process and the differences caused by the buying situations, a quantitative study was conducted, using scenario-based experiment (N = 620). Findings suggest that contrary to recent studies (e.g., Lee, 2015; Powers & Jack, 2013), cognitive dissonance is not the immediate cause of product returns. It is the affective factor, regret, which leads to decision reversal. Additionally, in opposition to the claim of previous literature that high coping potential reduces stress, this study suggests that the ability to reverse the decision actually increases regret and, in turn, leads to product returns. Results also indicate that buying context (e.g., different buying situations) causes difference in serial mediation pathways from both primary and secondary appraisal to product returns likelihood. E-tailers should utilise consumers’ behavioural profile in order to classify different consumer groups and tailor the means to manage product returns accordingly.
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Damsjö, Evelina, Fanni Mattsson, and Amanda Olsson. "A global pandemic’s influence on consumer behaviour : A quantitative study on how the social constraints due to COVID-19 has affected the engagement in post-purchase behaviour." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104588.
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Since the COVID-19 outbreak, countless studies have been conducted about the pandemic regarding people's physical and mental health, but there is a significant gap on the persistent effects on consumer behaviour. Hence, this thesis aimed to investigate if there is a relationship between the social constraints as a consequence of the COVID-19 pandemic and the potential increased engagement of post-purchase behaviour. The research focused exclusively on Swedish female millennials who are active social media users. The research used a deductive approach by formulating hypotheses based on already existing theories. The explanatory design was used when aiming to investigate a causal relationship between two variables, i.e., prior to the pandemic compared to today. Further, a quantitative strategy was used by collecting primary data through a questionnaire, which thereafter was analysed through SPSS, using the paired sample t-test. To target the desired sample a convenience sampling method was used which collected a total of 226 respondents, with 197 valid participants. The sample was collected through several Facebook groups, combined with the utilizing of the authors own social media channels. Since this study aimed to measure engagement, the key concepts were converted in the survey questions to more specific terms, by a modified existing scale. Indicators were established to be able to measure the engagement under controlled conditions. Furthermore, the results from the statistical tests resulted in a p-value to confirm or reject the null hypothesis, followed by a correlation coefficient value to determine the strength of the relationship. The empirical findings combined indicated significant evidence that because of the social constraints since the COVID-19 outbreak, there has been an increased engagement in the post-purchase behaviour on social media for Swedish female millennials. This was confirmed through a p-value of 0.000 in the t-tests for all seven hypotheses. Furthermore, all tests show correlation values between 0.449 and 0.617, which means that all the existing relationships are positive. This means that during the period when COVID-19 has been an active societal problem with all its effects, the new living conditions have entailed an increased involvement in post-purchase behaviour on social media for Swedish female millennials. If corporations take these changed behaviours in consideration and adapt the marketing strategy accordingly, it can contribute to increased sales as the credibility of the brand gets strengthened through the transparency that the customer base values.
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Celik, Rozelin, Josefine Persson, and Adam Tkáč. "Who Cares? : A Comparison of Consumer Perceptions of CSR Between Western and Eastern Europe." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75705.
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Corporate Social Responsibility (CSR) is a topic that has been widely researched and is still a progressing and important subject to study. Many researchers have focused on the importance and risks of CSR but have been unsuccessful in conducting research that brings forth managerial implications regarding the challenges and complexity that comes from contextual differences. Furthermore, little attention has been assigned to consumer awareness, perception of CSR as well as analysing differences in related markets such as developed Western European countries (WECs) and emerging Post-Communist countries (PCCs) of Eastern Europe. This research is essential as theoretical ground and for managers to be able to successfully adapt and implement their CSR strategies to various markets, something that is beneficial for gaining a long-term competitive advantage. This study wishes to fill the existing research gap by gaining an insight into the differences in perceptions of CSR between consumers from WECs and PCCs. The outcomeof this study contributes to the existing frame of research regarding consumers’ perceptionson CSR and the importance of adapting a firm's CSR strategies to differentiating perceptions when operating in various international markets. The research was executed by using a qualitative method, carrying out three focus groups with participants originating from the two different regions respectively, and later mixed in a third group. The outcome from these focus groups was analysed using relatedtheoretical frameworks such as Carroll’s pyramid for corporate social responsibility (1991)and Dhanapal, Vashu, and Subramaniam (2015), who explores influencers affecting consumer perception. The findings conclude that CSR is gaining awareness among consumers across both regions, who agree that companies should be engaged in CSR, whereas members from PCCs desires a higher commitment than is currently done. Consumers are willing to pay a higher price when they know that the companies implement philanthropic projects. However, for WECs, this depends on the price of the product, and for PCCs, on whether the activities are locally implemented or not. Finally, this study concluded that companies can gain a competitive advantage by concentrating on social CSR in the PCC region and environmental CSR in the WEC region since the findings indicate that these are the most prioritised issues in each region. Furthermore, managers should adapt their CSR strategies based on these findings in order to relate to the consumer, create legitimacy, and gain trust.
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Jaafar, Siti Nurafifah. "The relationships between food quality, service quality, perceived value-for-money, desires-congruence and self-congruence on consumer satisfaction and in turn lead to behavioural intentions and consumers' post-purchase attitude in the restaurant industry." Thesis, University of Surrey, 2010. http://epubs.surrey.ac.uk/800042/.
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Mishra, Himanshu Kumar. "Ignorance is bliss the information malleability effect /." Diss., University of Iowa, 2006. http://ir.uiowa.edu/etd/60.
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Chiueh, ShihHsiang, and 闕仕翔. "The Effect of Word-of-Mouth on Consumer Post-Purchase Regret." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/94266205996408579972.
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碩士中國文化大學
國際企業管理學系
101
The purpose of this study is to investigate whether word of mouth would lead to higher post-purchase regret. Because of many different issues, people will trend many different emotions. Among these emotions, regret is the emotion of people do not want to happen. According to the previous studies, reversibility, status quo, valence of the chosen outcome, etc., will effect post-purchase regret. Therefore, post-purchase regret plays an important role in consumer behavior. But the literatures have ignored the possible effect of word-of-mouth for consumers post-purchase regret. Word of mouth is frequently come into contact with sources of information, ac-cording to the survey by Nielsen Company in 2012, 93% consumer of Taiwan, will trust word of mouth opinions. A review of the literature, word of mouth will reduce consumers search information, also the perceived risk, and affect other various factors. Therefore, this study infers that consumers as a result of decisions made by word of mouth information will lead to more post-purchase Regret. The target industry of this study is smartphone industry. The data collection tool is structured questionnaire, using convenience sampling, 400 questionnaires were distributed, 350 were returned, and 260 were valid. A multiple regression analysis indicates that our research hypothesis is not support. Practical and theoretical implications are discussed.
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Shiu, Mei-Lan, and 許美蘭. "The Relationship between Advertising Appeals and Post-purchase regret." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/51174705379320378862.
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碩士中國文化大學
國際企業管理學系
103
Consumers inevitably experience the negative emotions of post-purchase regret af-ter purchase. Such a negative emotion would decrease their repurchase intention. The existing lieterature on the antecedent variables on post-purchase regret has ignored the effects of advertising appeals on post-purchase regrets. Advertising appeals can be classified into rational appeals and emotional appeals. Existing literature shows that both types appeals can lead to higher impulsive buying, which in turn leads to higher post-purchase regret. Therefore, the purposes of this study is twofolds. First, this study investigates whether both types of appeals would lead to higher post-purchase regret. Second, this study investigates the relative effects of both types of appeals on post-purchase regret. Using the students of Chinese Culture Univesity as data soruces, this study applies a 2 (Appeal: rational, emotional) x 2 (Brand: X, Y) between-group design to collect data and uses virtual advertisement with multi-product attirbutes as stimuli in order for clari-fying the relationships between advertising appeals and post-purchase regret. The re-sults show that all of the hypotheses are supported. Theoretical and empirical implica-tions are discussed.
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Chen, YiChen, and 陳俋辰. "The Relationship between Brand Awareness and Post-Purchase Regret." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/21609898861312219828.
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碩士中國文化大學
國際企業管理學系
101
The purpose of this study is The relationship between brand awareness and post-purchase regret. Literature review found that brand awareness level tends to affect evaluation of consumer products. In the previous research, that was few study to Re-search regret to the relationship subject to externally stimuli, Through the literature re-view found possible link between brand awareness and post-purchase regret. Based on past studies have found that consumers are more familiar with their own brand will produce the higher purchase intention. This we can know brand awareness, can induces consumers to make known product category priority basis. Therefore the target industry of this study is smartphone industry. By the research literature that brand awareness will affect the Brand Performance, Brand Image and Purchasing Intention. In the previous research, there were no explore the impact of regret. That is why the purpose of this study is The relationship between brand awareness and post-purchase regret, and substitute with Status Quo, Reversibility and valence of the chosen outcome for the control variables. Through the understanding of The relationship between brand awareness and post-purchase regret. The expected results of this study, the decisions made by brand awareness, it will lead to more regret mood. By multiple regression analysis, analysis results support the hypothesis. Finally, based on the results of this study, bring up recommendations for further studies.
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CHEN, WAN-CHI, and 陳宛琦. "The Relationship Between Impulse Buying and Post-Purchase Regret-The Mediating Effect of Post- Purchase Cognitive Dissonance." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/2ya84t.
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碩士中國文化大學
國際企業管理學系
104
Consumption patterns have been simplified recently and the convenient of consump-tion patterns makes consumers in purchasing and decision faster without thinking and fast but it also causes the impulse buying behavior. However, people would have dif-ferent emotion for certain situation whenever after the impulse buying behavior. Peo-ple would have negative emotions when the experience was not match up with the ex-pectation. For instance, frustration, anger or regret etc... It was known as purchase re-gret. When the consumer had the purchase regret, combining the unpleasant, anxiety, uncertainty, and doubt of individual psychology was called purchase cognitive disso-nance. Purchase cognitive dissonance is that when consumers make decisions more difficult to develop, and more important, regrettable or the consumers themselves are prone to anxiety is the more easily to have purchase cognitive dissonance. Many scholars have suggested that impulse purchase is the significant factors that influencing the regret purchase. However, there are limited literatures of intervening variables between impulse purchase and regret purchase. Thus, this research estab-lished the cause-effect relation of impulse purchase, purchase cognitive dissonance and regret purchase after the literature review.
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PAN, JUN-HONG, and 潘俊宏. "The Impact of Negative Word-of-Mouth on Post-Purchase Regret." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/46905915490682876422.
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碩士中國文化大學
國際企業管理學系
104
A rational consumer will want to select products or services that maximize the effectiveness and satisfaction. With the rise of the Internet, increasingly transparent in-formation generation. More and more consumers would collect information about products through various channels before they purchase or decision and that is primarily want to reduce the possibility of regret after purchase. This study was investigating the relationship between negative word of mouth and regret after purchase. Sample source was from family and friends to help the dis-semination of questionnaires. General consumers were the target sample of this research and using questionnaires to gather the data. The results of this study found that relationship of negative word of mouth and regret after purchasing showed a significant positive correlation which refers to when a negative word of mouth message more strongly the strength, the higher degree of regret after purchasing.
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CHANG, RUI-MIN, and 張瑞敏. "Post-purchase Dissonance of Mobile Games Consumer." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/mq94rv.
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碩士國立高雄大學
資訊管理學系碩士班
106
Mobile game is the largest gaming platform nowadays. Most of mobile games adopt Freemium model selling virtual product in games as their revenue model. While research shows Freemium mobile games have an average life span of only ninety days, many players left the games soon after entering the game. One of factors that players left games is post-purchase dissonance. Post-purchase dissonance refers to a state that consumers feel regretful, frustrated or think they have made a wrong decision after the purchase. Prior research found that post-purchase dissonance will negatively influence satisfaction or lead to spread negative word-of-mouth. In this study, we use expectation confirmation theory to examine which purchase motivation would cause greater dissonance on mobile game consumer. 18 in-game purchase motivations come from previous research and in-depth discussions with industry experts. The questionnaire is used to investigate on mobile games consumer in Taiwan. Two-step cluster analysis was conducted and 18 in-game purchase motivations were divided into four cluster according to the level of post-purchase dissonance: Social & functional motivation、Affective value motivation、Impulsive buying motivation and Speculative motivation. It is found that Speculative motivation and Impulsive buying motivation would cause greater post-purchase dissonance. Result of the research can help us understanding the antecedents of post-purchase dissonance on mobile games consumer and serve as a reference for game developers to design game mechanism.
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Liao, Ying-Chun, and 廖尹駿. "A Study of the Influence among Product Knowledge, Hesitation, post-Purchase Satisfaction, and post-Purchase Regret - A Case Study of Smartphone." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ewafu4.
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碩士真理大學
企業管理學系碩士班
103
According to the complicated, considerate and various functions of products, the consumer preference, product knowledge and hesitation may influence the result of post-purchase evaluation. But there is less previous research making discussion on the direct effect from consumer preference, product knowledge and hesitation to post-purchase satisfaction. Thus this research focuses on exploring the impact of consumer preference, product knowledge, hesitation to satisfaction and the influence of satisfaction on post-purchase regret. This study conducts experiment method to demonstrate the information of product, manipulate the post-purchase regret (high/low) from word of mouth and then measure these observation variables. The results show that the higher consumer preference cases higher satisfaction and the lower post-purchase regret. The higher product knowledge cases higher satisfaction and the higher hesitation lead to lower satisfaction. If the customer feels more satisfied then he will fell less post-purchase regret. Finally, in order to increase customer satisfaction of post-purchase, the marketing manager can provide sufficient product information for the customer to increase consumer preference, product knowledge and decrease the hesitation.
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Chan, Chi-Ning, and 詹棨甯. "Hedonic Shopping Motivation toward Impulsive Buying: Exploring the Influence of Post-Purchase Regret and Coping Behavior." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/68c8bp.
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碩士國立中央大學
企業管理學系
103
In this study we investigate how hedonic shopping motivation is related to impulsive buying, in particular how consumers deal with post-purchase regret, and coping behavior. A total of 274 respondents participated in the study, and resulted in 211 valid questionnaires. Using SEM analysis, the initial model showed positive relationships between hedonic shopping motivation to impulsive buying, impulsive buying to post-purchase regret, post-purchase regret to coping behavior, and direct path from impulsive buying to coping behavior. The modified model suggested an unexpected path from hedonic shopping motivation to coping behavior.
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Lee, Chin-chun, and 李佳純. "The Post-Purchase Behavior of Different Consumer Types under Price-Matching Guarantees." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/91601835544871703487.
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碩士國立臺灣科技大學
企業管理系
98
Although price-matching guarantee are common in our life and these are one of the policies that retailers use to attract consumers, post-purchase behaviors has been ignored in the literature. Two experiments in this research examined the effect of individual difference in the pain of paying on post-purchase behaviors under price-matching guarantee. Experiment 1 showed that tightwads had higher post-purchase search intention than spendthrifts. Furthermore, tightwads’ search intention significantly differed from spendthrifts’ only when product price level was high. Consistent with the concept of price discrimination, experiment 2 demonstrated that tightwads had higher willingness to claim refund than spendthrifts when they found a lower price after they had purchased products at a store with price-matching guarantee. The article concludes by discussing the theoretical implications of the findings and suggesting directions for future research.
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Kao, Huan-Yu, and 高奐宇. "After Impulse Buying: The Effects of Post-Purchase Justification on Consumer Satisfaction." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/51043564177876720763.
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碩士國立交通大學
管理科學系所
95
This study investigates the consumer satisfaction after impulse buying. Reason provided is the main factor used to investigate the relationship. We also study related factors which may influence the association: mood prior to purchase and tendency to regret. The paper observes this issue in a cognitive dissonance perspective and focuses the observation on the internet environment. We use mood-manipulated pictures and impulse-stimulated scenario to conduct the experiment. The results showed that sufficient numbers of reason provided was an important role which influenced consumer satisfaction after impulse buying. There was no significant relationship between mood prior to purchase and satisfaction. Mood prior to purchase did not moderate the interrelationship between reason provided and satisfaction. However, tendency to regret moderate the relationship between reason provided and satisfaction. The numbers of reason provided have different meanings for people with a high tendency to regret and with a low tendency to regret.
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Chen, Cheng-Fu, and 陳澄賦. "The Post-purchasing Consumer Psychology Affected by the Differences between Brand Preferences:Based on the Regret and Attribution Theory." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/u6jsf8.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
103
Being one of the long-term attitude to affect a consumer’s choice, brand preference consists of a consumer’s perception of a particular brand’s attributes. Therefore, when consumers make a decision, brand preference can positively affect a consumer’s expectation of the brand, and thus enhance the likelihood of purchase. However, according to the literature on post-decision regret, this study examines the interaction effect of brand preferences on post-decision regret. The purchasing of a less-preferred brand can lead to counterfactual thinking, and therefore to post-decision regret. Additionally, the interaction effect of a brand’s attributes tend to show that the most-preferred brand can lead to a more self-serving bias than the less-preferred brand. This study uses apparel as an expmple. The experiment is a 2(brand preference: most-preferred brand vs. less-preferred brand) × 2(usage experience: satisfaction vs. dissatisfaction) between-subjects design. This study investigated college students by means of questionnaires and generated 131 valid responses. The findings show that a consumer experience negative outcomes, who chooses a less-preferred brand over the most-preferred brand may lead to regret. Another psychological phenomena of post-purchasing attribution may also be observed. It has been demonstrated that when consumers choose their most-preferred brand, they attribute a positive outcome more to the brand, and a negative outcome more to themselves (“It was a mistake decision!”). In contrast, when consumers choose a less-preferred brand, they attribute a positive outcome more to themselves (“It was a wise choice!”), and a negative outcome more to the brand (“The salesperson made the wrong recommendation!”). On the basis of overall consumer psychology, there are many psychological disadvantages of a less-preferred brand.
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LIU, CHIEN-CHI, and 劉千綺. "A Study on the Factors of Post-Purchase Regret and the Effects of Purchasing Behavior Switching on Internet shopping." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/e633ka.
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碩士東吳大學
企業管理學系
105
In these days of high information, Technology has changed all the hardware and software, also, the network has changed our ways of lives and habits. Today, our lives are networked, virtualized, digitized and integrated. In terms of consumers’ behavior, the physical store has no longer been advantages cause the network is convenient and fast, online stores have sprang up like mushrooms, but also, they’ve disappeared quickly. How to operate a store or even an enterprise and be loved by customers to survive in this competitive era at the same time will become a big issue that should be concerned. This study focuses on the pre-emptive factors (E-satisfaction, E-impulse buying, purchasing reversibility) of post-purchase regret when consumers are shopping online, and whether such repentance will affect the purchase behavior later. In this study, 406 questionnaires were collected; SPSS 22 and LISREL 8 were used to analyze the data. The statistical methods included descriptive statistical analysis, reliability analysis, confirmatory factor analysis and path analysis. Based on results, it shows that E-satisfaction, E-impulse buying, purchasing reversibility are the pre-emptive factors of post-purchase regret when shopping online. E- Satisfaction and purchasing reversibility to post-purchase regret has a negative effect; E-impulse buying to post-purchase regret has a positive effect. Post-purchase regret to purchasing behavior switching has a positive effect, the more post-purchase regret that consumers have felt, the more purchasing behavior switching will happen. In conclusion, from the result above, businesses or store owners should focus on improving consumers’ E-satisfaction, pay attention to consumers’ post purchase mood, in order to reduce post-purchase regret and the most important issue: to reduce the purchasing behavior switching. Key Word：Post-Purchase Regret, E-Satisfaction, E-Impulse Buying, Purchasing Reversibility, Purchasing Behavior Switching
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SUN, JUI-FU, and 孫瑞甫. "Experiential marketing of Composite Restaurant and post-purchase regret: in example of Ten Ren TEA-CHA FOR TEA example." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/47952795667552281732.
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碩士中國文化大學
國際企業管理學系
101
This research question is discusses the experience marketing (experiential marketing) to buy after the compound expression dining consumer regretted (post-purchase regret) the relations, quotation of and the logical inference by way of the indirect literature, discovered both the relations have the necessity thousandth of a Yuan to be further clear. This research is penetrates the structural formula questionnaire (structured ques-tionnaire) a way, asks the outfield service personnel (field service personnel) to provide for dines consumer (consumer) help filling in to the shop in.Altogether estimated provides 400 questionnaire, in 5 Ten Ren TEA-CHA FOR TEA, please dine to the shop in the consumer and the product experience sells to this company meal after buys view of the regret, carries on fills in answers. The result this research discovery, the experience sells and expected loses ex-amines presents the negative relations; But expected loses examines after Post-purchase regret presents the negative relations, therefore this research deduction experience marketing after buys regretted presents the negative relations. But the related control variable, the policy-making invertibility, the commodity purchase achievements, the service recover and serve the quality, these control vari-able is for enable the questionnaire to have the letter validity establishment variable and the construction surface.
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Liang, Kai-Yi, and 梁凱怡. "The Relationship between the Actual and the Ideal Self-Congruence and Post-Purchase Regret: The Mediating Effect of Emotional Attachment." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/pcyc7z.
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博士中國文化大學
國際企業管理學系
104
Regret is the negative emotion occurring most frequently in consumers after assessing the results of their purchase decisions. Extant literature has shown that regret has a negative impact on customer satisfaction and a positive impact on switching intention, and thus impedes the establishment of a long-term relationship between a brand and its customers. Therefore, to clarify the relationship between a brand and the post-purchase regret of its consumers will help to build up a brand name and develop the related brand loyalty in consumers. This study aims to use an empirical study to clarify the relationship between the actual and the ideal self-congruence of a brand and post-purchase regret, and to investigate the mediation mechanism of emotional attachment for the purpose of explaining the relationship between the two variables. This study intends to use the brands of smartphone as object, adopting questionnaire online survey for collecting data throughout the related smartphone websites of Taiwan area. The survey centers on those consumers who choose and purchase a smartphone in person. The research results find the actual self-congruence and post-purchase regret shows a significant negative relationship, and that the mediating effect of emotional attachment is supported. But the effect of the ideal self-congruence on post-purchase regret is insignificant as shown by the results. The findings of this study will contribute to the literature on branding and customer relationship. Finally, the study discusses the important managerial and academic implications of these findings and presents suggestions for future research.
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CHIUEH, SHIH-HSIANG, and 闕仕翔. "The Long-Term Negative Effect of Word of Mouth: The Perspective of Post-Purchase Regret and the Moderating Effect of Involvement." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/63586960393927419848.
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博士中國文化大學
國際企業管理學系
105
Post-purchase regret is a negative emotion that consumer motivated to avoid it, but arise frequently after decision. However, the role of information source as well as individual differences, as especially, word of mouth (WOM), the most powerful information source on consumers’ decision, and purchase-decision involvement, a major variable that explains individual differences, both has received little attention in previous regret research. Thus, the purpose of this article is to examine the relationship between WOM and post-purchase regret, and the moderating effects of purchase-decision involvement. This study uses experimental method, dental clinic as object, inviting students at College of Business, Chinese Culture University as respondents, and based on a 2 (WOM: referenced, not referenced) x 2 (purchase-decision involvement: high, low) between-group design to collect data and test hypotheses. The empirical finding showed a significant positive relationship between WOM and post-purchase regret, and a significant positive moderating effect of purchase-decision involvement on this relationship. These results extending the scope of regret theory can be applied, and providing companies that WOM and purchase-decision involvement may have negative consequences for consumers.
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Tsai, Pei-Fang, and 蔡佩芳. "Consumer Behavioral Analysis of Post-purchase Complaint and Retailer Switching for Fresh Food Products." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/78992174953247931290.
Full textAbstract:
碩士國立中興大學
行銷學系
92
Abstract This study intends to examine the relationships among satisfaction, complaint, and retailer switching behavior of consumers’ fresh food product purchases and the factors influencing location switching behavior. Considering consumers at different retail formats having various purchasing patterns, this study surveyed respondents at traditional markets and at the hypermarkets in Taiwan. Respondents at traditional markets valued the freshness, free of contamination, and overall quality of fresh food products more heavily. Respondents at hypermarkets paid more attention to freshness, free of contamination, and refrigerate equipment and conditions of the retail stores. This study used the evaluated importance and satisfaction of fresh food products to group respondents into clusters. The results indicated that respondents had various post-purchase behaviors under the situations of expectancy disconfirmation. The respondents in the cluster of “partially satisfied customers” of traditional markets tended not to complain or complained privately when experiencing dissatisfaction with the sanitary conditions or the environment of the markets. Respondents of traditional markets when experiencing satisfaction were more likely to spread the information privately using word-of-mouth or further increased the levels of loyalty. Respondents in the cluster of “satisfied customers” of traditional markets believed that complaint could be a way to get responses from retailers and to direct improvement whenever dissatisfaction occurred. This group of respondents realized that channels of submitting complaints existed and was willing to battle for consumer rights. Analyzed results of hypermarket respondents indicated that most of them did not complain or only complained privately. However, they delivered word-of-mouth positively and increased the levels of loyalty when experiencing satisfaction. The respondents in the cluster of “satisfied customers” were more willing to file complaints than the respondents of “partially satisfied customers”. “Satisfied customers” of hypermarkets would complain to gain consumer rights while “partially satisfied customers” would complain due to responsibilities and the belief that retailers would react and enhance product or service qualities. In general, consumers could not stand with the retailers’ ignorance or unresponsiveness to complaints. Respondents of traditional markets indicated high switching intentions. “Partially satisfied customers” had relatively high possibilities to switch to different retailers within the same traditional markets. “Dissatisfied customers” had relatively high intentions to switch to other traditional markets where they had not been to previously. Respondents of hypermarkets had relatively high possibilities to switch to other retail locations besides the traditional markets where they had not been to. The relationships of complaint behavior and location switching indicated that less “satisfied customers” of traditional markets would complain privately and switch retailers. More “partially satisfied customers” had tendencies to complain privately and switch to different retailers within the same traditional markets. “Dissatisfied customers” were more likely to complain privately and switch to other traditional markets or hypermarkets for fresh food products. Privately complained respondents of hypermarkets within the cluster of “partially satisfied customers” were more likely to switch locations than those of “satisfied customers”. This study suggests retailers to ensure the qualities and freshness of fresh food products. Retailers need to encourage customers to raise complaints of dissatisfaction with products, services, or the environment so the retailers can have chances to recover the errors or failure. The levels of satisfaction could be increased and the possibilities of location switching could be reduced if retailers properly handled the complaints. The traditional markets lack of organized customer service centers to manage customers’ dissatisfaction or complaints. How individual retailers deal with complaints can be determinate. On the contrary, the customer services of hypermarkets are more functional and advantageous. Hypermarkets need to vigorously encourage customers to deliver complaints and dissatisfaction so the functions of customer services can be reinforced and eventually become the weapons to compete in the contemporary retailing environment.
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O'Brien, Kirsten. "The effect of post-purchase dissonance on customer equity for the car industry of South Africa." Thesis, 2017. http://hdl.handle.net/10539/23433.
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A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Management in the field of Strategic Marketing
Johannesburg, 2016Customer lifetime value (CLV) is important for all businesses. Increased customer lifetime value means increased profit, so it is in a company’s interest to increase customer lifetime value as much as possible through any appropriate methods. The relationship between post-purchase dissonance and customer lifetime value has not been explored in the studied literature but it has been found that, when dissonance is cause by a consumer’s experience of a product not living up to their expectations, loyalty decreases. This led the researcher to hypothesise a correlation between dissonance and customer lifetime value, which this study aimed to investigate. The research was conducted in the South African car industry and aimed to add the existing knowledge and, practically, to inform businesses whether taking action to decrease dissonance would have a significant positive effect on customer lifetime value, thereby better informing marketing strategies and budgets to have the most beneficial outcome. Using the data set of 116 respondents from around South Africa from a variety of age groups, the data collected was analysed to assess the potential relationships.
MT 2017
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Lin, Kuo-Feng, and 林國豐. "The Influence of Consumer''s Product Knowledge on ante-Purchase Decision and post-Purchase Satisfaction for Smart Phone — The Examples of iPhone and HTC." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/44177234775897604647.
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碩士淡江大學
國際商學碩士在職專班
99
Multi-function and smart phone has become mainstream and been increased dramatically in mobile phone market. It’s curious that if consumers’ knowledge of smart phone will affect the purchase? This research will focus and try to understand if the consumers’ knowledge of smart phone affects the purchase will and the actual satisfactions after purchase: 1. Current status of different population statistics on knowledge of smart phone purchase key factors and satisfactions after purchase.2.How importance of Price, looks and functions of smart phone in consumers’ purchase? Is there any correlation between purchase key factors and satisfactions after purchase?3.The influence of different population statistics on purchase key factors and satisfactions after purchase.4.If the level of consumers’ knowledge on smart phone affect the purchase key factors and satisfactions after purchase? This research use questionnaires on internet, sampling from consumers who purchase iPHONE or HTC Android Phone. Then use SPSS 14.0 for windows to do the analysis from 293 effective questionnaires. After analysis, this research provides 8 conclusions as below: 1.Different background consumers prefer different smart phones.2.The purchase key factors of smart phone are service and functions.3.Looks and functions of smart phone has higher satisfactions after purchase.4.There are obvious preferences in price and functions from consumers who chose different smart phones.5.There are obvious satisfactions after purchase from consumers who chose different smart phones. 6.Consumers’ knowledge of smart phone has obvious impact on purchase key factors: service and functions.7.Consumers’ knowledge of smart phone has obvious impact on satisfactions of service and functions. 8. Purchase key factors has obvious impact on satisfactions.
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Mosala, Palesa Robin. "Post purchase behaviour (cognitive dissonance) amongst students at a selected higher education institution." Thesis, 2007. http://hdl.handle.net/10321/116.
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Thesis (M.Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2007
x, 164 leavesAccording to postpurchase behaviour theory, there is a tendency for individuals to seek consistency among their cognitions (i.e., beliefs, opinions). When an inconsistency between attitudes or behaviours (dissonance) occurs, some change must be made in order to eliminate this behaviour. In the case of a discrepancy between attitudes and behaviour, it is most likely that the attitude will change to accommodate the behaviour. The objective of this study is to determine the extent of post purchase behaviour amongst tertiary students, with specific reference to the Durban University of Technology.
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Hsiao, Yi-Tan, and 蕭義壇. "The Influence of Electronic Word-of-Mouth and Cognitive Dissonance on Post-Purchase Cognitive Dissonance, Consumer Attitude and Negative Word-of-Mouth Intention." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/02631044835519821577.
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碩士國立中山大學
資訊管理學系研究所
98
Since the limitations for the presentation of information on the internet, shopping online makes consumers feel cognitive dissonance more easily compared with traditional shopping. While experiencing cognitive dissonance after shopping, consumers would search and browse the internet for word-of mouth in order to rationalize their purchase behavior. However, there seems little research for the impact on consumers’ feelings by online word-of-mouth during post-purchase. Therefore, this study is going to be focused on the influence of searching online word-of-mouth on consumer post-purchase cognitive dissonance level, consumer attitudes and intention s to spread negative word-of-mouth. This study is adopted an experiment to understand the effect of reading wording-of-mouth on consumers. The degree of consumer cognitive dissonance is measured by the comparison between the difference of consumer expectation and their feelings in actual products. The word-of-mouth design is applied to content analysis to understand the actual word-of-mouth and thus this is resulted in an online word-of-mouth contented “more negative messages and less positive ones”. According to this research, there is no significant difference between cognitive dissonance and consumer attitude after reading the word-of-mouth in the high degree of cognitive dissonance case; nevertheless, the intention to spread negative word-of-mouth would be significantly decreased. On the other hand, in the low degree of cognitive dissonance case, after reading word-of-mouth, cognitive dissonance would be significantly increased, and consumer attitude could be significantly decreased and negative word-of-mouth intention will significantly increase.
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Nkululeko, Fuyane. "The influence of consumer personal values on airline choice within the South African domestic market." Thesis, 2020. http://hdl.handle.net/10500/27363.
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Airline choice is of interest to both airline product development and marketing personnel and academics. While most of the studies airline choice/service quality only identify airlines service attributes essential to customers, this study employed personal values to extend and provide the reasons why airline service attributes are not or essential to passengers. Personal values are presented in the literature as the ultimate life goals individuals seek to attain in all aspects of their lives; hence, guide their behaviour. Based on this, the main objective of this study was to examine and identify the consumer (passenger) personal values that underpin the evaluation of airline service attributes used to choose an airline within the South African domestic passenger market. To achieve this objective, together with the secondary objectives, a quantitative descripto-explanatory research design was employed to guide data collection and analysis. A sample of 324 respondents was selected using a hybrid technique of convenience, and snowball sampling techniques and data were collected using both an online and hardcopy questionnaire. Data obtained were sorted and cleaned for analysis using the Statistical Product and Service Solutions (SPSS 26) and the Analysis of a Moment Structures (AMOS Version 26) software. Exploratory factor analysis (EFA) was conducted to assess factor structures of observed variables and identify latent constructs. The factorability of portrait value questionnaire (PVQ) items was determined using the confirmatory factor analysis (CFA). Hypotheses were tested using the backward multiple regression analysis, Whitney-Mann test, Spearman correlation and hierarchical regression with Hayes’ Process Macro. The study identified five of Schwartz’s 19 refined values as significantly influencing the evaluation and prioritisation of airline service attributes. A state of indifference among customers was found when the impact of airline service attributes was tested, with only onboard services found to significantly influence post-purchase outcomes such as satisfaction, loyalty and repeat purchase behaviour. It was also found that passengers did not distinguish between low-cost and full-service carriers. Income only moderated the influence of stimulation and self-direction thought values on airline service attributes while marketing communications effort was found to have a direct than a moderating role. In the main, these findings bring a novel and rich way of explaining
airline choice through personal values. The results are essential for airline market segmentation, positioning and the development of airline products or features that match passenger desired life goals (personal values) which are touted as a guide to their choice behaviour.Ukuqoka inkampani yezindiza ozoyisebenzisa kumayelana nokuthuthukisa umkhiqizo nabasebenzi bokumaketha kanye nabacwaningi. Phezu kokuba ukucwaninga ngezindiza nokuqokwa kwazo/ ikhwalithi yesevisi kukhomba kuphela izimfanelo zesevisi ezibalulekile kumakhasimende, lolu cwaningo lumbandakanye okungamagugu abantu ukunweba nokuletha izizathu zokuthi kungani izimfanelo zesevisi zenkampani yezindiza zingabalulekile noma zibalulekile kubagibeli. Okungamagugu abantu kwethulwe ngemibhalo kwaba ngamaphupho ekusasa ahlonzwayo ezimpilweni, ngakho,ebe eqondisa indlela yokuziphatha kwabo. Kuncike kulokhu, eyona nhlosongqangi yalolu cwaningo kwaku wukuhlola nokuhlonza okungamagugu omuntu ongumthengi (umgibeli) ukusekela ukuhlolwa kwezimfanelo zesevisi ezisetshenziswa ukukhetha inkampani yezindiza azoyisebenzisa ezimakethe zalezi ezihambela ngaphakathi eNingizimu Afrika. Ukufezekisa le nhlosongqangi kanye nezinye izizathu zocwaningo, idizayini yokucwaningo ye’quantitative descripto-explanatory’ isetshenziswe ukuqokelela idatha nokuhlaziya ulwazi. Isampula yababambe iqhaza abangama-324 ikhethiwe kusetshenziswa i hybrid technique of convenience, kanye nendlela yesampula yemihlathi eyazanayo (snowball sampling), kanti idatha iqoqwe ngakho kokubili, ‘online’ namaphepha anemibuzo ebuzelwa ukuthola okuthile. Idatha etholakele ihlukanisiwe yenzelwa ukuhlaziyeka kahle kusetshenziswa iStatistical Product neService Solutions (SPSS 26) kanye ne-Analysis of a Moment Structures (AMOS Version 26) software. I-Exploratory factor analysis (EFA) yenziwe ukuze kuhlolwe ukuthi izakhiwo eziyizimiso ukuqaphela okuguqukayo kwabuye kwaqashelwa ne-identify latent constructs. I- factorability yeportrait value questionnaire (PVQ) izinto zanqunywa kusetshenziswa iconfirmatory factor analysis (CFA). Umbono ube usuhlolwa kusetshenziswa ibackward multiple regression analysis, Whitney-Mann test, Spearman correlation ne hierarchical regression ene Hayes’ Process Macro. Lolu cwaningo lube nezinkomba ezinhlanu zika’Schwartz’s 19’ ezingamagugu acwengisisiwe abe nomthelela wazo ethonyeni lokuhlola nokubeka phambili kwezinkampani zezindiza izimfanelo zesevisi. Kutholwe isimo sokunganaki kubagibeli uma kuhlolwa izimfanelo zesevisi yenkampani yezindiza, kuphela nje isevisi yangaphakathi endizeni ithathwa njengebaluleke kakhulu enomthelela emiphumeleni yokuthenga kamuva okubalwa kukho ukwaneliseka kwabagibeli, ukwethembeka nokuphinda kuthengwe amanye ngokuzayo. Kutholakele ukuthi abagibeli abakwazanga ukwahlukanisa phakathi kosizo olusezingeni eliphansi nalolo olusezingeni eliphezulu. Inzuzo ibe nomthelela kuphela ekukhuthazeni isiqondiso ngasinye ngokwamagugu okuziphatha ezinsizeni zesevisi yenkampani yezindiza ngakolunye uhlangothi ezokuxhumana kwezezimakethe kuyimizamo etholakele kube neqondile kuneqhaza elisezingeni elilinganayo. Ngokwesidingo, lokhu okutholakele kwethula indlela entsha ecebileyokuchaza ukuqokwa kwezinkampani zezindiza ezisethenziswa abantu abawuhlobo oluthile. Imiphumela ibalulekile emakethe yezinkampani zezindiza ukuze kwahlukaniswe, kubekwe endaweni, kuthuthukiswe imikhiqizo yezinkampani zezindiza noma izinto ezithandwa abagibeli nezidingo zabo zempilo okuyizona eziwumhlahlandlela wokuqoka inkampani abazoyisebenzisa
Business Management
D. Com. (Business Management)
30
Van, Heerden Magdalena Sophia. "A content analysis of user-generated content of the seven original equipment manufacturer brands in South Africa." Diss., 2020. http://hdl.handle.net/10500/26884.
Full textAbstract:
Increased consumer expectations and diverse consumer needs have led to consumers turning to the internet as a communication medium to share their positive and negative experiences, feelings, and level of satisfaction with others. The primary objective of this study was to explore the nature of user-generated content, in terms of consumer complaint and compliment behaviour related to the seven OEM brands in South Africa. The study focused on the South African automotive industry, and the consumer behaviour associated with post-purchase responses on an online consumer advocacy platform, called Hellopeter.com. A qualitative research design, making use of a content analysis, was employed. In total, 185 user-generated content items were collected from Hellopeter.com for the data-collection period, and 176 complaints and 9 compliments were analysed. The results of this study indicated that the nature of user-generated content related to the seven OEM brands in South Africa could be categorised according to eight broad themes: seven themes were specifically related to consumer complaint behaviour, while one theme was associated with consumer compliment behaviour. The top consumer complaints and compliments related to the OEM brands on Hellopeter.com were also determined. The nature of the user-generated content showed various similarities to that of the general services industry but proved to be unique to the automotive industry. Specific recommendations were made and included that open communication channels and proper feedback systems should be put in place to satisfy consumer needs, and that the findings of the study should be used as a benchmark to monitor and improve consumer complaint and compliment behaviour, as a means to create loyal consumersBusiness Management
M. Com (Business Management)