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573
Consumer Decision Making in Online Shopping Environmnets: The Effects of Interactive Decision Aids
- Marketing Science
, 2000
"... Please do not reproduce or quote without the authors ’ permission. Comments are welcome. ..."
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Cited by 212 (5 self)
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Please do not reproduce or quote without the authors ’ permission. Comments are welcome.
E-S-QUAL: A multiple-item scale for assessing electronic service quality
- Journal of Service Research
, 2005
"... Using the means-end framework as a theoretical founda-tion, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection re-vealed that two ..."
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Cited by 174 (2 self)
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Using the means-end framework as a theoretical founda-tion, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection re-vealed that two different scales were necessary for captur-ing electronic service quality. The basic E-S-QUAL scale developed in the research is a 22-item scale of four dimen-sions: efficiency, fulfillment, system availability, and pri-vacy. The second scale, E-RecS-QUAL, is salient only to customers who had nonroutine encounters with the sites and contains 11 items in three dimensions: responsive-ness, compensation, and contact. Both scales demonstrate good psychometric properties based on findings from a variety of reliability and validity tests and build on the re-search already conducted on the topic. Directions for fur-ther research on electronic service quality are offered. Managerial implications stemming from the empirical findings about E-S-QUAL are also discussed.
Understanding Digital Markets: Review And Assessment
, 1999
"... As the Internet develops into a robust channel for commerce, it will be important to understand the characteristics of electronic markets. Businesses, consumers, government regulators, and academic researchers face a variety of questions when analyzing these nascent markets. Will electronic markets ..."
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Cited by 149 (1 self)
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As the Internet develops into a robust channel for commerce, it will be important to understand the characteristics of electronic markets. Businesses, consumers, government regulators, and academic researchers face a variety of questions when analyzing these nascent markets. Will electronic markets have less friction than comparable conventional markets? What factors lead to dispersion in Internet prices? What are the major electronic commerce developments to watch in the coming years? This paper addresses these questions by reviewing current academic research, discussing the implications of this research, and proposing areas for future study. We review evidence that Internet markets are more efficient than conventional markets with respect to price levels, menu costs, and price elasticity. However, several studies find substantial and persistent dispersion in prices on the Internet. This price dispersion may be explained, in part, by heterogeneity in retailer-specific factors such as ...
E-tribalized Marketing?: The Strategic Implications of Virtual Communities of Consumption
- European Management Journal
, 1999
"... On the Internet, virtual communities structured around consumer interests have been growing rapidly. To be effective in this new environment, managers must consider the strategic implications of the existence of different types of both virtual community and community participation. Contrasted with d ..."
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Cited by 109 (2 self)
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On the Internet, virtual communities structured around consumer interests have been growing rapidly. To be effective in this new environment, managers must consider the strategic implications of the existence of different types of both virtual community and community participation. Contrasted with database-driven relationship marketing, marketers seeking success with consumers in virtual communities should consider that that they: (1) are more active and discerning; (2) are less accessible to one-one-one processes, and (3) provide a wealth of valuable cultural information. Strategies for effectively targeting more desirable types of virtual communities and types of community members include: interaction-based segmentation, fragmentation-based segmentation, co-opting communities, paying-for-attention, and building networks by giving products away.
Controlling the Information Flow: Effects on Consumers' Decision Making and Preferences
- JOURNAL OF CONSUMER RESEARCH
, 2000
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Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study
- Journal of Marketing
, 2005
"... The authors develop a conceptual model that links Web site and consumer characteristics, online trust, and behavioral intent. They estimate this model on data from 6831 consumers across 25 sites from eight Web site categories, using structural equation analysis with a priori and post hoc segmentati ..."
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Cited by 89 (6 self)
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The authors develop a conceptual model that links Web site and consumer characteristics, online trust, and behavioral intent. They estimate this model on data from 6831 consumers across 25 sites from eight Web site categories, using structural equation analysis with a priori and post hoc segmentation. The results show that the influences of the determinants of online trust are different across site categories and consumers. Privacy and order fulfillment are the most influential determinants of trust for sites in which both information risk and involvement are high, such as travel sites. Navigation is strongest for information-intensive sites, such as sports, portal, and community sites. Brand strength is critical for high-involvement categories, such as automobile and financial services sites. Online trust partially mediates the relationships between Web site and consumer characteristics and behavioral intent, and this mediation is strongest (weakest) for sites oriented toward infrequently (frequently) purchased, highinvolvement items, such as computers (financial services). Yakov Bart is a doctoral student,
Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL
- Q J Electron Commer
"... As Internet shopping gradually moves from a novelty to a routine way of shopping, the quality of the Internet sites will play an important role in differentiating sites. Internet shopping sites must be of high quality to attract consumers and influence their shopping decisions. The purpose of this s ..."
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Cited by 80 (0 self)
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As Internet shopping gradually moves from a novelty to a routine way of shopping, the quality of the Internet sites will play an important role in differentiating sites. Internet shopping sites must be of high quality to attract consumers and influence their shopping decisions. The purpose of this study is to develop and validate a psychometrically rigorous instrument to measure the perceived quality of an Internet shopping site (i.e., SITEQUAL). Candidate items were generated based mainly on consumers’ own descriptions. Multiple methods and samples produced a 9-item scale of SITEQUAL, which consists of four dimensions. This scale can be used to evaluate the quality of Internet shopping sites and examine how site quality affects visitors ’ online behavior, such as search patterns, site patronization, and buying decisions.
Web retailing adoption: Exploring the nature of internet users web retailing behavior
- Journal of Retailing and Consumer Services
, 2003
"... The interaction of consumers and marketers within the Web environment, particularly for retailing/purchasing is a growing area of importance. This paper focuses on examining Internet users adoption of the Web for retail usage. It uses the Technology Acceptance Model Davis (Int. J. Man-Mach. Studies ..."
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Cited by 79 (0 self)
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The interaction of consumers and marketers within the Web environment, particularly for retailing/purchasing is a growing area of importance. This paper focuses on examining Internet users adoption of the Web for retail usage. It uses the Technology Acceptance Model Davis (Int. J. Man-Mach. Studies 38 (1993) 475) as a theoretical foundation to explore adoption of this technology for retail usage. The study also adds what are argued to be key consumer characteristics such as Opinion Leadership, Impulsiveness, Web Shopping Compatibility, Internet Self-Efficacy, Perceived Web Security, Satisfaction with web sites, and Shopping Orientation to understand the adoption of Web retailing by Internet users’. A Web based survey was developed and administered, yielding 392 responses. The findings indicate that TAM is a valid theoretical framework to understand users adoption of the Web for retail purposes. Also Internet users ’ perceived usefulness and perceived ease of use were effected differentially by
Modeling Online Browsing and Path Analysis Using Clickstream Data
- Marketing Science
, 2004
"... authors wish to thank Comscore Media Metrix for their generous contribution of data without which this research would not have been possible. Additionally, we would like to thank Brett Gordon for his help with perl scripting, and Randy Bucklin, Ron Goettler, and Ajay Kalra for their comments. ..."
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Cited by 77 (1 self)
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authors wish to thank Comscore Media Metrix for their generous contribution of data without which this research would not have been possible. Additionally, we would like to thank Brett Gordon for his help with perl scripting, and Randy Bucklin, Ron Goettler, and Ajay Kalra for their comments.
Customer satisfaction and loyalty in online and offline environments
- International Journal of Research in Marketing
, 2003
"... We address the following questions that are becoming increasingly important to managers in service industries: Are the levels of customer satisfaction and loyalty for the same service different when customers choose the service online versus offline? If yes, what factors might explain these differen ..."
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Cited by 70 (2 self)
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We address the following questions that are becoming increasingly important to managers in service industries: Are the levels of customer satisfaction and loyalty for the same service different when customers choose the service online versus offline? If yes, what factors might explain these differences? How is the relationship between customer satisfaction and loyalty in the online environment different from that in the offline environment? We propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalty. We test the hypotheses through a simultaneous equation model using two data sets of online and offline customers of the lodging industry. The results are somewhat counterintuitive in that they show that whereas the levels of customer satisfaction for a service chosen online is the same as when it is chosen offline, loyalty to the service provider is higher when the service is chosen online than offline. In addition, the relationship between overall satisfaction and loyalty is stronger online than offline and there is a positive reciprocal relationship between loyalty and satisfaction online. These results
