{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,20]],"date-time":"2026-04-20T22:21:58Z","timestamp":1776723718714,"version":"3.51.2"},"reference-count":94,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2023,5,18]],"date-time":"2023-05-18T00:00:00Z","timestamp":1684368000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2024,5,6]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This research aims to examine the factors that influence customers' product return intentions and proposes that YouTube product reviews can mitigate customers' desire to return a product.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The proposed theoretical research model and hypothesized relationship were investigated using a quantitative process. This study used 302 data from Indonesian young adult respondents to examine the structural model, which was analyzed using the SmartPLS 3.2 software package.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The results show that YouTube product reviews, product fit uncertainty and customer satisfaction are the key determinants of customers' product return intention. Furthermore, the results show that the credibility of YouTube product reviews has a major impact on customers' familiarity with a product, satisfaction and the likelihood of returning goods to sellers.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>In the e-commerce industry, increasing the use of YouTube product reviews will help businesses eliminate unnecessary product returns. Sellers are also encouraged to collaborate with YouTube producers to review specific products, which can benefit companies by raising brand awareness and gaining customer feedback. Furthermore, YouTube online product reviews can help consumers avoid having an unpleasant shopping experience that causes emotional reactions and lowers satisfaction.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>Most research has not considered antecedents in observing the product return phenomenon; this study observes a prerequisite of consumer product returns (i.e. information asymmetry and product familiarity) and investigates the relationships between YouTube product reviews, customer satisfaction and product return intention.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-11-2021-0838","type":"journal-article","created":{"date-parts":[[2023,5,17]],"date-time":"2023-05-17T07:23:06Z","timestamp":1684308186000},"page":"1560-1586","source":"Crossref","is-referenced-by-count":12,"title":["Credibility of Youtube product reviews and customers' product return intention: a product fit uncertainty perspective"],"prefix":"10.1108","volume":"37","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-8375-8727","authenticated-orcid":false,"given":"Aditya","family":"Nugroho","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1448-7433","authenticated-orcid":false,"given":"Wei-Tsong","family":"Wang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2023,5,18]]},"reference":[{"issue":"4","key":"key2024050504480271500_ref001","doi-asserted-by":"crossref","first-page":"490","DOI":"10.1016\/j.jretai.2020.07.001","article-title":"Customers' willingness to disclose personal information throughout the customer purchase journey in retailing: the role of perceived warmth","volume":"96","year":"2020","journal-title":"Journal of Retailing"},{"issue":"3","key":"key2024050504480271500_ref002","doi-asserted-by":"crossref","first-page":"297","DOI":"10.1509\/jmr.14.0380","article-title":"The effect of electronic word of mouth on sales: a meta-analytic review of platform, product, and metric factors","volume":"53","year":"2016","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2024050504480271500_ref003","doi-asserted-by":"crossref","first-page":"124","DOI":"10.1016\/j.jretconser.2011.11.001","article-title":"Website usability, consumer satisfaction and the intention to use a website: the moderating effect of perceived risk","volume":"19","year":"2012","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"5","key":"key2024050504480271500_ref004","doi-asserted-by":"crossref","first-page":"1419","DOI":"10.1108\/ITP-04-2020-0190","article-title":"The role of integrated offline\/online social activity and social identification in Facebook citizenship behaviour formation","volume":"34","year":"2021","journal-title":"Information Technology and People"},{"issue":"1","key":"key2024050504480271500_ref005","first-page":"79","article-title":"Does valence of product review matter? 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