Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions

Pratibha A. Dabholkar and Xiaojing Sheng

The Service Industries Journal, 2011, vol. 32, issue 9, 1433-1449

Abstract: Online product recommendation agents (RAs) are gaining greater strategic importance as a critical touch-point between marketers and consumers. Yet, the role of consumer participation in using RAs has not been examined. This study shows that greater consumer participation in using an RA leads to more satisfaction, greater trust, and higher purchase intentions, related to the RA and its recommendations. In contrast, the financial risk (associated with the product under consideration) reduces satisfaction, trust, and purchase intentions, and it also moderates the effect of consumer participation on these same variables. The findings extend the literature and suggest actionable implications for marketing strategy.

Date: 2011
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DOI: 10.1080/02642069.2011.624596

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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