Mañana, JUEVES, 24 DE ABRIL, el sistema se apagará debido a tareas habituales de mantenimiento a partir de las 9 de la mañana. Lamentamos las molestias.
Perceived customer care and privacy protection behavior: The mediating role of trust in self-disclosure
Entidad
UAM. Departamento de Análisis Económico, Teoría Económica e Historia EconómicaEditor
ElsevierFecha de edición
2023-02-13Cita
10.1016/j.jretconser.2023.103284
Journal of Retailing and Consumer Services 72 (2023): 103284
ISSN
0969-6989 (print); 1873-1384 (online)DOI
10.1016/j.jretconser.2023.103284Financiado por
This work was supported by the Spanish Ministry of Sciences and Innovation under the grant PID 2021-125155NB-100Proyecto
Gobierno de España. PID2021-125155NB-100Versión del editor
https://doi.org/10.1016/j.jretconser.2023.103284Materias
Care management; Perceived control; Perceived customer care; Privacy concern; Self-disclosure; Trust; EconomíaDerechos
© 2023 The AuthorsEsta obra está bajo una licencia de Creative Commons Reconocimiento-NoComercial-SinObraDerivada 4.0 Internacional.
Resumen
The COVID-19 pandemic has been a chance and a boost for those retailers that develop their online profile. This new context can raise privacy issues on the consumer side. For this reason, here we explore the determinants of online self-disclosure, and its relationship with customer care. We collected the data through an online survey (n = 426) and tested a variance-based structural equations model. The findings unriddle the role of perceived customer care as an antecedent of both perceived control and trust, the latter emerging as a key mediator of the impact of both perceived customer care and privacy concern on self-disclosure. Moreover, in line with previous studies, perceived control was found to be positively related with trust, and negatively with privacy concerns. According to the findings, we draw several managerial implications and suggest future research paths
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Google Scholar:Rodríguez Priego, Nuria
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Porcu, Lucia
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Prados Peña, María Belén
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Crespo Almendros, Esmeralda
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