The Impact of Information Overload of E-Commerce Platform on Consumer Return Intention: Considering the Moderating Role of Perceived Environmental Effectiveness

Abstract

The increasingly serious problem of consumers returning goods on e-commerce platforms has brought high costs to the Internet economy, carbon pollution to the environment, and waste of social resources. E-commerce platforms can provide useful information to assist consumers to make rational decisions, but they are often filled with useless, repetitive, and even false excessive information, which will lead to information overload and impulsive decision-making of consumers. Most of the previous literature focuses on reverse logistics, return policy, and consumer behavior tendency, etc. From the perspective of consumers’ perception of information displayed on e-commerce platforms, there are few research endeavors on the formation mechanism of perceived information overload on consumers’ return intention. Taking perceived information overload as an independent variable and consumers’ perceived environmental effectiveness as a moderation variable, this study constructs a chain mediation model that affects consumers’ online return intention. Based on the analysis of the mediating effects of impulsive buying behavior and cognitive dissonance, this study explored the moderating mechanism of consumers’ perceived environmental effectiveness on the chain mediation model. The results show that perceived information overload has a positive influence on online return intention through impulsive buying behavior, and perceived information overload has a positive influence on online return intention through cognitive dissonance. Perceived information overload also positively affects cognitive dissonance through impulsive buying behavior and thus has a significant positive chain mediating effect on consumers’ online return intention. More importantly, this research shows that consumers’ perceived environmental effectiveness can significantly moderate the chain mediation path by reducing the positive effect of the cognitive dissonance on online return intention. On this basis, this study put forward the corresponding managerial implications from the perspectives of consumers and e-commerce platforms.