Skip to main content

Advertisement

Springer Nature Link
Log in

Experimental study of the effects of structural assurance, personal experiences, and product reviews on repurchase behavior in e-commerce platforms

  • Published:
Electronic Commerce Research Aims and scope Submit manuscript

Abstract

The structural assurance (SA) of e-commerce platforms determines how safe it is for shoppers to purchase from merchants. However, it remains unclear whether SA encourages repurchasing from the same merchant or switching to another merchant within the platform. This study investigates the main effect of SA on repurchasing and its moderating effect on the relationship of personal experience and product review with repurchasing. To test this effect, we designed a shopping experiment to capture shoppers’ thoughts and feelings (12 sessions, 192 university students). The results show that shoppers on high-SA platforms are less likely to repurchase from the same merchant. Moreover, the effects of negative personal experience and negative product reviews on repurchases mainly stem from egoistic resentment and sympathetic resentment, respectively; the former effect is stronger than the latter effect. As a moderator, low SA strengthens the negative effect of negative personal experience on repurchase behavior.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3
Fig. 4

Similar content being viewed by others

References

  1. Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143. https://doi.org/10.1287/mksc.12.2.125

    Article  Google Scholar 

  2. Antonetti, P., & Maklan, S. (2017). Concerned protesters: From compassion to retaliation. European Journal of Marketing, 51(5/6), 983–1010. https://doi.org/10.1108/EJM-03-2016-0145

    Article  Google Scholar 

  3. Ba, S., & Pavlou, P. A. (2002). Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior. MIS Quarterly, 26(3), 243–268. https://doi.org/10.2307/4132332

    Article  Google Scholar 

  4. Bell, A., & Jones, K. (2015). Explaining fixed effects: Random effects modeling of time-series cross-sectional and panel data. Political Science Research and Methods, 3(1), 133–153. https://doi.org/10.1017/psrm.2014.7

    Article  Google Scholar 

  5. Berger, C. R. (2015). Uncertainty reduction strategies. In C. R. Berger & M. E. Roloff (Eds.), The International encyclopedia of interpersonal communication (1st ed.). Wiley. https://doi.org/10.1002/9781118540190.wbeic032

    Chapter  Google Scholar 

  6. Berger, C. R., & Calabrese, R. J. (1974). Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication. Human Communication Research, 1(2), 99–112. https://doi.org/10.1111/j.1468-2958.1975.tb00258.x

    Article  Google Scholar 

  7. Berné, C., Múgica, J. M., & Yagüe, M. J. (2001). The effect of variety-seeking on customer retention in services. Journal of Retailing and Consumer Services, 8(6), 335–345. https://doi.org/10.1016/S0969-6989(01)00002-9

    Article  Google Scholar 

  8. Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921

    Article  Google Scholar 

  9. Bigne, E., Chatzipanagiotou, K., & Ruiz, C. (2020). Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited. Journal of Business Research, 115, 403–416. https://doi.org/10.1016/j.jbusres.2019.11.031

    Article  Google Scholar 

  10. Bulut, Z. A., & Karabulut, A. N. (2018). Examining the role of two aspects of eWOM in online repurchase intention: An integrated trust–loyalty perspective. Journal of Consumer Behaviour, 17(4), 407–417. https://doi.org/10.1002/cb.1721

    Article  Google Scholar 

  11. Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126. https://doi.org/10.1177/0092070302250897

    Article  Google Scholar 

  12. Chang, H. H., & Chen, S. W. (2008). The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator. Online Information Review, 32(6), 818–841. https://doi.org/10.1108/14684520810923953

    Article  Google Scholar 

  13. Chang, H. H., Lu, Y.-Y., & Lin, S. C. (2020). An elaboration likelihood model of consumer respond action to Facebook second-hand marketplace: Impulsiveness as a moderator. Information & Management, 57(2), 103171. https://doi.org/10.1016/j.im.2019.103171

    Article  Google Scholar 

  14. Chen, S. C., & Dhillon, G. S. (2003). Interpreting dimensions of consumer trust in e-commerce. Information Technology and Management, 4(2), 303–318. https://doi.org/10.1023/A:1022962631249

    Article  Google Scholar 

  15. Church, E. M., & Oakley, R. L. (2018). Etsy and the long-tail: How microenterprises use hyper-differentiation in online handicraft marketplaces. Electronic Commerce Research, 18(4), 883–898. https://doi.org/10.1007/s10660-018-9300-4

    Article  Google Scholar 

  16. Clarus Commerce. (2020). 2021 Loyalty industry data study: Insights, challenges & plans from today’s retailers. Retrieved June 15, 2021, from https://info.claruscommerce.com/WC-2021-FYQ2-B2B-DataStudy_LP-2021-B2B-DataStudy.html.

  17. Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). On-line trust: Concepts, evolving themes, a model. International Journal of Human Computer Studies, 58(6), 737–758. https://doi.org/10.1016/S1071-5819(03)00041-7

    Article  Google Scholar 

  18. Davis, D. D., & Holt, C. A. (1993). Experimental economics. Princeton University Press.

    Book  Google Scholar 

  19. Dellarocas, C., & Wood, C. A. (2008). The sound of silence in online feedback: Estimating trading risks in the presence of reporting bias. Management Science, 54(3), 460–476. https://doi.org/10.1287/mnsc.1070.0747

    Article  Google Scholar 

  20. Dimoka, A., Hong, Y., & Pavlou, P. A. (2012). On product uncertainty in online markets: Theory and evidence. MIS Quarterly, 36(2), 395–426. https://doi.org/10.2307/41703461

    Article  Google Scholar 

  21. Erkan, I., & Evans, C. (2016). The influence of eWOM in social media on consumers’ purchase intentions: An extended approach to information adoption. Computers in Human Behavior, 61, 47–55. https://doi.org/10.1016/j.chb.2016.03.003

    Article  Google Scholar 

  22. Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business Research, 54(2), 177–184. https://doi.org/10.1016/S0148-2963(99)00087-9

    Article  Google Scholar 

  23. Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention. MIS Quarterly, 38(2), 407–428. https://doi.org/10.25300/MISQ/2014/38.2.04 A401–A409.

    Article  Google Scholar 

  24. Fischbacher, U. (2007). z-Tree: Zurich toolbox for ready-made economic experiments. Experimental Economics, 10(2), 171–178. https://doi.org/10.1007/s10683-006-9159-4

    Article  Google Scholar 

  25. Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24(4), 337–346. https://doi.org/10.1177/002224378702400401

    Article  Google Scholar 

  26. Fukuyama, T. (1995). Trust: The social virtues and the creation of prosperity. The Free Press.

    Google Scholar 

  27. Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3(1), 2. https://doi.org/10.17705/1jais.00022

    Article  Google Scholar 

  28. Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90. https://doi.org/10.2307/30036519

    Article  Google Scholar 

  29. Gefen, D., & Pavlou, P. A. (2012). The boundaries of trust and risk: The quadratic moderating role of institutional structures. Information Systems Research, 23(3-part-2), 940–959. https://doi.org/10.1287/isre.1110.0395

    Article  Google Scholar 

  30. Grappi, S., Romani, S., & Bagozzi, R. P. (2013). Consumer response to corporate irresponsible behavior: Moral emotions and virtues. Journal of Business Research, 66(10), 1814–1821. https://doi.org/10.1016/j.jbusres.2013.02.002

    Article  Google Scholar 

  31. Greiner, B. (2015). Subject pool recruitment procedures: Organizing experiments with ORSEE. Journal of the Economic Science Association, 1(1), 114–125. https://doi.org/10.1007/s40881-015-0004-4

    Article  Google Scholar 

  32. Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4), 449–456. https://doi.org/10.1016/j.jbusres.2005.10.004

    Article  Google Scholar 

  33. Häubl, G., & Murray, K. B. (2003). Preference construction and persistence in digital marketplaces: The role of electronic recommendation agents. Journal of Consumer Psychology, 13(1–2), 75–91. https://doi.org/10.1207/S15327663JCP13-1&2_07

    Article  Google Scholar 

  34. Hernández-Ortega, B. (2020). When the performance comes into play: The influence of positive online consumer reviews on individuals’ post-consumption responses. Journal of Business Research, 113, 422–435. https://doi.org/10.1016/j.jbusres.2019.08.026

    Article  Google Scholar 

  35. Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140. https://doi.org/10.1086/208906

    Article  Google Scholar 

  36. Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942. https://doi.org/10.1016/j.jretconser.2019.101942

    Article  Google Scholar 

  37. Jøsang, A., Ismail, R., & Boyd, C. (2007). A survey of trust and reputation systems for online service provision. Decision Support Systems, 43(2), 618–644. https://doi.org/10.1016/j.dss.2005.05.019

    Article  Google Scholar 

  38. Katok, E. (2014). Laboratory experiments in operations management. INFORMS TutORials in operations research, pp. 15–35. Retrieved February 1, 2019, from https://doi.org/10.1287/educ.1110.0090

  39. Kim, J. B. (2012). An empirical study on consumer first purchase intention in online shopping: Integrating initial trust and TAM. Electronic Commerce Research, 12(2), 125–150. https://doi.org/10.1007/s10660-012-9089-5

    Article  Google Scholar 

  40. Lashkova, M., Antón, C., & Camarero, C. (2019). Dual effect of sensory experience: Engagement versus diversive exploration. International Journal of Retail & Distribution Management, 48(2), 128–151. https://doi.org/10.1108/IJRDM-09-2018-0204

    Article  Google Scholar 

  41. Le, L. H., & Ha, Q.-A. (2021). Effects of negative reviews and managerial responses on consumer attitude and subsequent purchase behavior: An experimental design. Computers in Human Behavior. https://doi.org/10.1016/j.chb.2021.106912

    Article  Google Scholar 

  42. Li, X., Hitt, L. M., & Zhang, Z. J. (2011). Product reviews and competition in markets for repeat purchase products. Journal of Management Information Systems, 27(4), 9–42. https://doi.org/10.2753/MIS0742-1222270401

    Article  Google Scholar 

  43. Lin, C. A., & Xu, X. (2017). Effectiveness of online consumer reviews: The influence of valence, reviewer ethnicity, social distance and source trustworthiness. Internet Research, 27(2), 362–380. https://doi.org/10.1108/IntR-01-2016-0017

    Article  Google Scholar 

  44. Liu, C., Marchewka, J. T., Lu, J., & Yu, C.-S. (2005). Beyond concern: a privacy-trust-behavioral intention model of electronic commerce. Information & Management, 42(2), 289–304. https://doi.org/10.1016/j.im.2004.01.003

    Article  Google Scholar 

  45. Lu, Y., Lu, Y., & Wang, B. (2012). Effects of dissatisfaction on customer repurchase decisions in e-commerce: an emotion-based perspective. Journal of Electronic Commerce Research, 13(3), 224.

    Google Scholar 

  46. Malhotra, N., Sahadev, S., Leeflang, P., & Purani, K. (2020). New insights into e-loyalty of internet banking users in an emerging market context: A multilevel analysis. Information Systems Frontiers. https://doi.org/10.1007/s10796-020-10046-z

    Article  Google Scholar 

  47. Manes, E., & Tchetchik, A. (2018). The role of electronic word of mouth in reducing information asymmetry: An empirical investigation of online hotel booking. Journal of Business Research, 85, 185–196. https://doi.org/10.1016/j.jbusres.2017.12.019

    Article  Google Scholar 

  48. McCole, P., Ramsey, E., Kincaid, A., Fang, Y., & Huifang, L. (2019). The role of structural assurance on previous satisfaction, trust and continuance intention: The case of online betting. Information Technology & People, 32(4), 781–801. https://doi.org/10.1108/ITP-08-2017-0274

    Article  Google Scholar 

  49. McCole, P., Ramsey, E., & Williams, J. (2010). Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns. Journal of Business Research, 63(9–10), 1018–1024. https://doi.org/10.1016/j.jbusres.2009.02.025

    Article  Google Scholar 

  50. McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334–359. https://doi.org/10.1287/isre.13.3.334.81

    Article  Google Scholar 

  51. McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: A trust building model. Journal of Strategic Information Systems, 11(3–4), 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3

    Article  Google Scholar 

  52. McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23(3), 473–490. https://doi.org/10.2307/259290

    Article  Google Scholar 

  53. Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. MIT Press.

    Google Scholar 

  54. Melnik, M. I., & Alm, J. (2005). Seller reputation, information signals, and prices for heterogeneous coins on eBay. Southern Economic Journal. https://doi.org/10.2307/20062113

    Article  Google Scholar 

  55. Micu, A. E., Bouzaabia, O., Bouzaabia, R., Micu, A., & Capatina, A. (2019). Online customer experience in e-retailing: Implications for web entrepreneurship. International Entrepreneurship and Management Journal, 15(2), 651–675. https://doi.org/10.1007/s11365-019-00564-x

    Article  Google Scholar 

  56. Mittal, V., Ross, W. T., & Baldasare, P. M. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62(1), 33–47. https://doi.org/10.2307/1251801

    Article  Google Scholar 

  57. Nazlan, N. H., Tanford, S., & Montgomery, R. (2018). The effect of availability heuristics in online consumer reviews. Journal of Consumer Behaviour, 17(5), 449–460. https://doi.org/10.1002/cb.1731

    Article  Google Scholar 

  58. Pavlou, P. A., & Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information Systems Research, 15(1), 37–59. https://doi.org/10.1287/isre.1040.0015

    Article  Google Scholar 

  59. Pee, L. G., Jiang, J., & Klein, G. (2019). E-store loyalty: Longitudinal comparison of website usefulness and satisfaction. International Journal of Market Research, 61(2), 178–194. https://doi.org/10.1177/1470785317752045

    Article  Google Scholar 

  60. Purnawirawan, N., De Pelsmacker, P., & Dens, N. (2012). Balance and aequence in online reviews: How perceived usefulness affects attitudes and intentions. Journal of Interactive Marketing, 26(4), 244–255. https://doi.org/10.1016/j.intmar.2012.04.002

    Article  Google Scholar 

  61. Qureshi, I., Fang, Y., Ramsey, E., McCole, P., Ibbotson, P., & Compeau, D. (2009). Understanding online customer repurchasing intention and the mediating role of trust–an empirical investigation in two developed countries. European Journal of Information Systems, 18(3), 205–222. https://doi.org/10.1057/ejis.2009.15

    Article  Google Scholar 

  62. Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105–113.

    Google Scholar 

  63. Rioux, P. (2020). The value of investing in loyal customers. Retrieved June 15, 2021, from https://www.forbes.com/sites/forbesagencycouncil/2020/01/29/the-value-of-investing-in-loyal-customers/?sh=6551fd5221f6.

  64. Ross, M., & Sicoly, F. (1979). Egocentric biases in availability and attribution. Journal of Personality and Social Psychology, 37(3), 322. https://doi.org/10.1037/0022-3514.37.3.322

    Article  Google Scholar 

  65. Schwarze, M. A., & Scott, J. T. (2015). Spontaneous disorder in Adam Smith’s theory of moral sentiments: Resentment, injustice, and the appeal to providence. The Journal of Politics, 77(2), 463–476. https://doi.org/10.1086/679750

    Article  Google Scholar 

  66. Shao, Z., Zhang, L., Li, X., & Guo, Y. (2019). Antecedents of trust and continuance intention in mobile payment platforms: The moderating effect of gender. Electronic Commerce Research and Applications, 33(100823), 1–10. https://doi.org/10.1016/j.elerap.2018.100823

    Article  Google Scholar 

  67. Shapiro, S. P. (1987). The social control of impersonal trust. American Journal of Sociology, 93(3), 623–658. https://doi.org/10.1086/228791

    Article  Google Scholar 

  68. Sherman, E., Mathur, A., & Smith, R. B. (1997). Store environment and consumer purchase behavior: Mediating role of consumer emotions. Psychology & Marketing, 14(4), 361–378. https://doi.org/10.1002/(SICI)1520-6793(199707)14:4%3c361::AID-MAR4%3e3.0.CO;2-7

    Article  Google Scholar 

  69. Smith, A. (1759). The theory of moral sentiments. Printed for Andrew Millar, in the Strand; and Alexander Kincaid and J. Bell, in Edinburgh.

  70. Smith, D., Menon, S., & Sivakumar, K. (2005). Online peer and editorial recommendations, trust, and choice in virtual markets. Journal of Interactive Marketing, 19(3), 15–37. https://doi.org/10.1002/dir.20041

    Article  Google Scholar 

  71. Smith, V. L. (1998). The two faces of Adam Smith. Southern Economic Journal, 65(1), 2–19. https://doi.org/10.2307/1061349

    Article  Google Scholar 

  72. Spencer, H. (1892). The sentiment of justice. In: Justice: Being Part IV of the Principles of Ethics. D. Appleton and Company. pp. 28–33.

  73. Srivastava, K., & Sharma, N. K. (2013). Service quality, corporate brand image, and switching behavior: The mediating role of customer satisfaction and repurchase intention. Services Marketing Quarterly, 34(4), 274–291. https://doi.org/10.1080/15332969.2013.827020

    Article  Google Scholar 

  74. Srivastava, S. C., & Chandra, S. (2018). Social presence in virtual world collaboration: An uncertainty reduction perspective using a mixed methods approach. MIS Quarterly, 42(3), 779–804. https://doi.org/10.25300/MISQ/2018/11914

    Article  Google Scholar 

  75. Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199–219. https://doi.org/10.1016/j.ijinfomgt.2017.12.008

    Article  Google Scholar 

  76. Taeuscher, K. (2019). Uncertainty kills the long tail: Demand concentration in peer-to-peer marketplaces. Electronic Markets, 29(4), 649–660. https://doi.org/10.1007/s12525-019-00339-w

    Article  Google Scholar 

  77. Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: Moderating role of shipping and handling. International Journal of System Assurance Engineering and Management, 11, 349–356. https://doi.org/10.1007/s13198-020-00954-3

    Article  Google Scholar 

  78. Taylor, S. E. (1991). Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis. Psychological Bulletin, 110(1), 67–85. https://doi.org/10.1037/0033-2909.110.1.67

    Article  Google Scholar 

  79. Udunuwara, M., Sanders, D., & Wilkins, H. (2019). The dichotomy of customer relationship management and variety-seeking behaviour in the hotel sector. Journal of Vacation Marketing, 25(4), 444–461. https://doi.org/10.1177/1356766718817793

    Article  Google Scholar 

  80. Wang, H., Du, R., & Olsen, T. (2018). Feedback mechanisms and consumer satisfaction, trust and repurchase intention in online retail. Information Systems Management, 35(3), 201–219. https://doi.org/10.1080/10580530.2018.1477301

    Article  Google Scholar 

  81. Wang, Y., & Krishna, A. (2012). Enticing for me but unfair to her: Can targeted pricing evoke socially conscious behavior? Journal of Consumer Psychology, 22(3), 433–442. https://doi.org/10.1016/j.jcps.2011.11.004

    Article  Google Scholar 

  82. Wang, Y., Qu, Z., & Tan, B. (2018). How do assurance mechanisms interact in online marketplaces? A signaling perspective. IEEE Transactions on Engineering Management, 65(2), 239–251. https://doi.org/10.1109/TEM.2017.2786275

    Article  Google Scholar 

  83. Weisberg, J., Te’eni, D., & Arman, L. (2011). Past purchase and intention to purchase in e-commerce: The mediation of social presence and trust. Internet Research, 21(1), 82–96. https://doi.org/10.1108/10662241111104893

    Article  Google Scholar 

  84. Wingreen, S. C., Mazey, N. C., Baglione, S. L., & Storholm, G. R. (2019). Transfer of electronic commerce trust between physical and virtual environments: Experimental effects of structural assurance and situational normality. Electronic Commerce Research, 19(2), 339–371. https://doi.org/10.1007/s10660-018-9305-z

    Article  Google Scholar 

  85. Wu, G., Hu, X., & Wu, Y. (2010). Effects of perceived interactivity, perceived web assurance and disposition to trust on initial online trust. Journal of Computer-Mediated Communication, 16(1), 1–26. https://doi.org/10.1111/j.1083-6101.2010.01528.x

    Article  Google Scholar 

  86. Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2005). Strategies for building and communicating trust in electronic banking: A field experiment. Psychology & Marketing, 22(2), 181–201. https://doi.org/10.1002/mar.20054

    Article  Google Scholar 

Download references

Acknowledgements

The authors thank the associate editor and the two anonymous reviewers for their constructive suggestions that have greatly improved this paper.

Funding

The funding was provided by Ministry of Science and Technology, Taiwan, (Grant No. 104-2410-H-006-001-MY2).

Author information

Authors and Affiliations

  1. Institute of International Management, National Cheng Kung University, No. 1 University Road, Tainan City, Taiwan ROC

    Daniel A. Sanchez-Loor & Wei-Shiun Chang

Authors
  1. Daniel A. Sanchez-Loor
    View author publications

    You can also search for this author inPubMed Google Scholar

  2. Wei-Shiun Chang
    View author publications

    You can also search for this author inPubMed Google Scholar

Corresponding author

Correspondence to Wei-Shiun Chang.

Ethics declarations

Conflict of interest

On behalf of all authors, the corresponding author states that there is no conflict of interest.

Additional information

Publisher's Note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Sanchez-Loor, D.A., Chang, WS. Experimental study of the effects of structural assurance, personal experiences, and product reviews on repurchase behavior in e-commerce platforms. Electron Commer Res 23, 1971–2010 (2023). https://doi.org/10.1007/s10660-021-09525-5

Download citation

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10660-021-09525-5

Keywords