You do the service but they take the order

Jyh-Shen Chiou, Lei-Yu Wu and Szu-Yu Chou

Journal of Business Research, 2012, vol. 65, issue 7, 883-889

Abstract: This study examines how consumers use the techniques of neutralization to rationalize their multichannel research shopping behaviors in terms of different product purchasing situations and different groups of consumers. Empirical results support the following conclusions. Both students and professionals understand that their behavior may hurt the physical retailer and they don't accuse misconduct of the book store and car sales. They seem to believe that they are not personally accountable for the questionable behavior and their behavior is not serious for a physical book store vs. a car dealership. Students are more tolerable with the unethical behavior than business professionals, and more likely to neutralize their behavior by a belief that forces beyond their control.

Keywords: Multichannel research shopping behavior; Techniques of neutralization; Service; Order (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (18)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0148296311002281
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:65:y:2012:i:7:p:883-889

DOI: 10.1016/j.jbusres.2011.06.035

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().