Affiliations: [a] Department of Information Management, National Sun Yat-sen University, Kaohsiung, Taiwan, ROC | [b] Department of Accounting, Tamkang University, New Taipei, Taiwan, ROC | [c] Department of Information Management, National Sun Yat-sen University, Kaohsiung, Taiwan, ROC | [d] Centers for Disease Control Ministry of Health and Welfare, The Executive Yuan, Kaohsiung, Taiwan, ROC | [e] Department of International Business, Ming Chuan University, Taipei, Taiwan, ROC
Correspondence:
[*]
Corresponding author: Chao-Min Chiu, Department of Information Management, National Sun Yat-sen University, No. 70, Lienhai, Rd., Kaohsiung 80424, Taiwan, ROC. Tel.: +886 7 525 2000/4733; Fax: +886 7 525 4799; E-mails: [email protected] (C.M. Chiu), [email protected] (Y.H. Fang), [email protected] (H.L. Cheng), [email protected] (C.H. Ye).
Abstract: This study investigates the repeat purchase intention of experienced online buyers. In the research model, psychological contract violation is proposed as a formative second-order construct driven by distributive justice, procedural justice, interpersonal justice, and informational justice. Psychological contract violation is hypothesized to negatively affect satisfaction and trust in the online store, which in turn are hypothesized to positively affect repeat purchase intentions. Switching cost is hypothesized to negatively moderate the effects of satisfaction and trust on repeat purchase intention. Data collected from 162 of PChome's customers provide partial support for the research model. Results indicate that psychological contract violation is negatively associated with satisfaction and trust. Satisfaction is positively associated with buyers' repeat purchase intentions. A higher level of switching cost diminished satisfaction's effect on repeat purchase intention. Implications for theory and practice are discussed, and suggestions for future research are offered.
