E-commerce fraud victims : the influence of negative emotions on coping styles and repurchase outcome

• Main Author: Tan, Xin Er
• Other Authors: Majeed Khader
• Format: Final Year Project
• Language: English
• Published: 2016
• Subjects: DRNTU::Social sciences::Psychology
• Online Access: http://hdl.handle.net/10356/66912
• Institution: Nanyang Technological University

In this study, the behavioral outcome of various negative emotions and coping styles were examined. The study assessed whether negative emotions and coping styles were associated with repurchase outcomes on an online consumer platform. Participants were 100 victims who had a fraud experience on an on line platform Carousell within the past year. Majority of the participants started using Carousell two years ago, 43% used it on a daily basis and 47% made at least one purchase weekly. Since the most recent fraud, 67% of the participants made a repurchase and 77% had the intention to make a repurchase in the future. The study revealed three main findings. Firstly, avoidance coping style was significantly associated with lower repurchase behavior and intention. Secondly, problem-focused coping was reported as the most commonly used coping style. Lastly, self-control was significantly associated with lower repurchase intention but not repurchase behavior. No significant associations were found between negative emotions and repurchase outcome. Regression analysis did not reveal any association between negative emotions and coping styles either. These findings may help businesses and law enforcers to understand how victims cope and behave following fraud victimization, providing important insight in the development of e-commerce fraud intervention programs.