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《Information processing & management》2023,60(2):103218
The rise of online retail platforms has facilitated customers to purchase from the same firm across multiple platform channels. It is challenging for firms to maintain online customer–firm relationships as customers are easily attracted by competitors on different platforms. While previous studies focus on offline-online multichannel shopping, how cross-platform multichannel shopping affects customer–firm relationships is largely neglected. Utilizing longitudinal customer data from an online seller with channels on two major Chinese retail platforms, we found that cross-platform multichannel shopping lengthens, deepens, and broadens online customer–firm relationships. Cross-platform multichannel shopping has a stronger positive effect on the length and depth of online customer–firm relationships as the duration before multichannel shopping increases. After cross-platform multichannel shopping, customers who revert to the original channel weaken their relationship with the firm compared to those who keep using both channels or migrate to another channel. Our empirical results contribute to the literature by examining novel multichannel shopping behavior and its dynamic process. The findings also provide insights into customer relationship management by targeting cross-platform multichannel shopping customers. 相似文献
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交易经验在平台式网购顾客满意度评价中的调节作用 总被引：1，自引：0，他引：1
构建并检验了交易经验在平台式网购环境下对网络零售质量、购物价值与顾客满意度关系的调节作用概念模型。实证结果显示:网络零售质量的不同维度对购物价值和满意度有不同的影响作用;网购者的功能价值感知对满意度的影响作用因交易经验不同而存在显著差异。在此基础上,提出了管理启示、研究局限及未来研究方向。 相似文献
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Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions 总被引：1，自引：0，他引：1
This study explores post-recovery satisfaction and post-purchase intentions with service recovery of online shopping customers from the perspectives on perceived justice and emotions based on twenty scenarios that combine five service failures and four recoveries. Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones. Additionally, procedural justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones, while interactional justice only increases post-recovery satisfaction of customers. Moreover, while positive emotions increase post-recovery satisfaction, and vice versa. Post-recovery satisfaction positively affects post-purchase intentions. Results of this study provide a valuable reference for operators and managers of online shopping websites. 相似文献
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Recently, online recommendations have become a main channel for enterprise promotion; however, little evidence has been directed toward understanding the fitness of products information in the online recommendations context. The current study examines the fitness of recommended products information and budget of customers selves’ situation tries to find the key factors that buy exceed the recommended products in the online channels. Drawing upon the customer satisfaction index (CSI) and the price information seeking behavior (PISB) model, this paper proposes a research model and validates it in the context of recommendations from the well-known e-commerce websites from 342 participants. With Amos 18.0 this study finds that, in the online environment, the constructs of CSI are evaluated in online recommendations, in addition, finds the fitness of products information can be vital factor impact perceived quality, value, satisfaction, and buy extra. Moreover, the budget constraints of customers positively impact price comparison, and price comparisons negatively impact satisfactions. This research sheds light on the buy extra behavior in online recommendations and provides insights into the marketing promotion strategies in electronic markets. 相似文献
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《International Journal of Information Management》2014,34(4):517-532
This study aims to address the gaps inherent in existing studies by exploring the salient e-servicescape attributes. Employing the Means-End Chain (MEC) approach, empirical evidence was obtained through in-depth interviews with online shoppers using laddering technique to determine the most frequently mentioned attributes from four servicescape dimensions: (1) ambient; (2) design; (3) signs, symbols and artifacts; and (4) interaction. Accordingly, we laddered three levels of online shoppers’ responses from concrete to less concrete abstractions, i.e. attributes, benefits, and end-desirable beliefs. As a result, seven salient e-servicescape attributes were identified. Each of the four dimensions suggests the attributes’ linkage to benefits and end-desirable beliefs. Specifically, the study finds quality photograph, as the salient attribute of the ambient dimension, may set the point of initial attraction and move shoppers from understanding the product to linking the web site contents. In the design dimension, navigation bar, categorization, and simple arrangement are the salient attributes. Company logo represents the most salient attribute under the signs, symbols and artifacts dimension because it not only facilitates recognition and recall of prominent web sites, it also acts as the determinant of perceived risks. In the interaction dimension, although pricing information is the salient attribute that evokes happiness and confidence among online shoppers, it may dilute their perception on web site's success. Instead, confirmation mail can possibly act as a determinant to web site's success. By offering a finer granularity of information, our findings provide insights to online sellers on the salient attributes to consider in order to effectively promote their shopping web sites to create positive emotional response and buying behavior among the online shoppers. 相似文献
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《International Journal of Information Management》2016,36(5):759-772
Impulse buying accounts for a large proportion of consumer shopping behavior in the bricks-and-mortar retail market. Online retailers also expect to profit from impulse buying. It is therefore interesting and beneficial to investigate the design elements of online stores and the sales promotion stimuli that e-retailers can use to either arouse consumers’ desire or decrease their self-control to evoke their purchase impulses. This study seeks to explicitly identify the factors associated with online store design and sales promotion stimuli that most affect online impulse buying behavior throughout the consumer decision-making process. Drawing on the two-factor theory, it successfully identifies the hygiene and motivation factors that trigger online impulse buying. The questionnaire responses of 239 valid respondents revealed that most of the hygiene factors are associated with the design of online stores, and all of the motivation factors are forms of sales promotion stimuli that effectively facilitate online impulse buying and present utilitarian or hedonic benefits to consumers. This study also identifies the most effective sales promotion stimuli and offers a comprehensive checklist for Web designers. Moreover, the distribution of motivation and hygiene factors for each stage of the EKB model is uneven, and some stages include only hygiene factors. The findings of this study demonstrate that the triggers of consumers’ online shopping behavior do not always apply to online impulse buying, and have important implications for impulse buying research and practice. 相似文献
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A recommendation agent (RA) at a Webstore is believed to replace the functions of communicating and facilitating purchases for which conventional salespersons are responsible in traditional stores. Seeing the RA as a virtual salesperson, this study proposed a model to demonstrate the online persuasion process between RAs and customers. Specifically, by integrating Toulmin's model of argumentation with the spokesperson strategy from marketing theory, this study developed a model illustrating that Webstore managers may be able to manipulate the argument form and spokesperson type used in RAs’ recommendations to strengthen customers’ online purchase intentions through influencing their perceived argument quality and source credibility. Based on data derived from 270 subjects who participated in a 3 × 3 laboratory experiment, findings supported five out of six hypotheses. This study has broadened the scope of RA studies by utilizing different theoretical foundations other than the trust-assuring issues that were widely discussed in the past. Findings were able to provide crucial practical implications for both scholars and Webstore managers. 相似文献
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Rapid changes in digital consumer behaviour, influenced by exponential adoption of smartphones, require timely and sophisticated responses from retailers to these consumer needs. With a growing amount of big data available, fashion retailers need to innovate and develop more sophisticated analytics for new consumer behaviours such as m-commerce. This research has considered how Google Analytics data can be applied to develop customer journey maps to understand digital consumer behaviour. A multi-method research design was used, incorporating an innovative mobile eye tracking technology and mobile fashion consumer data from Google Analytics. Digital customers’ shopping journeys on the fashion retailer’s website were mapped using data sourced from eye tracking and Google Analytics, gathered in parallel. The comparison of these shopping journeys allowed a critical evaluation of the precision and usefulness of the Google Analytics database. Google Analytics tracked only half of the digital users’ activities, whereas eye tracking data documented digital consumers’ interaction with all elements of the fashion retailer’s website. The conclusion reached is that eye tracking can be used to audit the Google Analytics database for potential gaps in data and also to inform and improve marketing decision-making. 相似文献
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Mahmood Hussain Shah Hamid Reza Peikari Norjaya M. Yasin 《International Journal of Information Management》2014
Despite the critical role of individuals’ perceived security in an online environment, previous research has not attempted to comprehensively study the influences and interrelations between the determinants of online individuals’ perceived security. This research employs five theories to examine the interrelations that might exist between the antecedents of individuals’ perceived security in online environment in Malaysia. It is the first attempt to empirically examine the interrelations of the confidentiality related factors identified in the literature which is a significant original contribution. A questionnaire was the primary research methodology and structural equation modeling was employed to test the hypotheses. The findings suggest that individuals’ perceptions about security are significantly influenced by their perceived technical protection while technical protection was found to be influenced by website design features. Moreover, it was found that individuals’ perceptions toward internally provided assurances are highly influenced by externally provided assurances. However, the results found no significant relations between internally and externally provided assurances about a website's security. The findings imply that e-retailers should launch well-designed websites and communicate the technical protection capabilities of their websites to address individuals’ security concerns. The results also suggest that e-traders should consider the factors influencing individuals’ security perceptions when designing/developing their websites. 相似文献
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Rapid adoption of virtual-reality-assisted retail applications is inadvertently reshaping consumer buying patterns, making it crucial for businesses to enhance their shopping experience. This new scenario challenges marketers with unique hurdles in both the commercialization of products and in managing information cues derived via VR retailing. Therefore, this study examined consumers’ impulsive behavior and unplanned purchases in a virtual retail store, using self-reports and electroencephalography. Borrowing assorted perspectives from retailing, virtual reality, and neuromarketing literature, we extended the stimulus-organism-response framework to evaluate how unplanned behavior evolves through conscious and unconscious measures. We found that consumers’ impulsiveness was significantly associated with their unplanned expenditure and the number of unplanned purchases. Using mediation analysis, we observed that flow experience during shopping partially mediated the relationship between the sense of presence and the desire to stay longer in a virtual shopping store. Desire to stay in the virtual store positively influenced store satisfaction, basket-size deviation, and budget deviation. Additionally, cognitive workload obtained via electroencephalogram revealed significant differences during both planned and unplanned purchases. These findings provide fresh opportunities for retailers to leverage the disruptive potential of immersive and interactive virtual technology to transform consumer shopping experiences. 相似文献
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We empirically explore the associations between social media use at home and shopping preferences using survey data. We focus on popular retail firms including brick-and-mortar firms such as Walmart, Target, Nordstrom, and Best Buy, and online retailers, such as Amazon, Walmart, Target, and Best Buy. Social media use of popular platforms such as Facebook, Twitter, LinkedIn, Skype and a general category Other Social Media are analyzed. We find that use of LinkedIn, Skype and Other Social Media at home, in the model without control variables, is associated with shopping at Nordstrom, Walmart and Target. Shopping online at Amazon, Best Buy and Walmart, without control variables in the model specification, is associated with use of Facebook, Skype, Twitter and Other Social Media at home. We report additional insights using an alternative specification that includes social media use at work. Media Richness Theory (MRT) and Strength of Weak Ties from Social Network Analysis (SNA) and related theories help explain our results. Our results have important implications for social marketing campaigns and social media policies for consumer retail firms. 相似文献
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Qiqi Jiang Chuan-Hoo Tan Chee Wei Phang Juliana Sutanto Kwok-Kee Wei 《International Journal of Information Management》2013
Competition for consumers to visit company websites has intensified in recent years. An important indicator of website popularity (and consequent survival) is the extent to which the website can draw consumer visits vis-à-vis other websites. A majority of the current understanding on consumer visits is limited to a single website, and leaves little knowledge on the performance of one website compared with others. In tracking the Internet usage behavior of 200 individuals in Mainland China for 30 consecutive days, we applied Zipf's law to identify the divergence points separating popular websites from non-popular ones. Two measurements were used, namely, visit traffic (number) and visit engagement (time spent). We observed that 94.87% of the entire visit traffic is devoted to 15.08% of all visited websites, whereas 84.63% of engagements are on the top 6.16% visited websites. These findings suggest that few websites accounted for the bulk of online traffic and time. Further, we segmented the dataset based on two key proxy variables of user demographics, which are gender and occupation. The findings on visit traffic remained salient after considering user segments, but the findings on website engagement varied across different user segments. Our further analysis, which categorized the visited websites by their main service, revealed the type of Internet users attracted to popular websites. 相似文献
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市场竞争日趋白热化,企业已从基于产品的竞争转向基于争夺顾客资源的竞争。位于供应链终端直接为顾客提供服务的零售业更是如此。结合调查的具体情况,在分析顾客对超市是否满意因素的基础上．提出提高顾客超市购物满意度的八大对策。 相似文献
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This paper presents an application of online booking data, comprised of big data crawled from a hotel booking website to hotel revenue management. It is important to build a quantitative revenue management method for online hotel booking systems incorporating overbooking strategies, because of increasing numbers of bookings through online booking websites and last-minute cancellations, which cause serious damage to hotel management. We construct a quantitative overbooking model for online booking systems combined with customers’ choice behaviors estimated from the data. Firstly, we present the overbooking model for online booking systems. Secondly, we estimate the choice behaviors of the customers from the online booking data by a discrete choice model. Thirdly, combining the estimated discrete choice model with the theoretical overbooking model, we investigate the expected sales maximization problem where we numerically solve the optimal overbooking level and room charge. Finally, we provide numerical examples of the optimal overbooking strategies and room charges using online booking data of two major luxury hotels in Shinjuku ward, Tokyo. This method, which utilizes online booking data available by crawling from booking websites, helps hotels obtain an optimal room charge and overbooking level maximizing the expected sales. 相似文献
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Review helpfulness is attracting increasing attention of practitioners and academics. It helps in reducing risks and uncertainty faced by users in online shopping. This study examines uninvestigated variables by looking at not only the review characteristics but also important indicators of reviewers. Several significant review content and two reviewer variables are proposed and an effective review helpfulness prediction model is built using stochastic gradient boosting learning method. This study derived a mechanism to extract novel review content variables from review text. Six popular machine learning models and three real-life Amazon review data sets are used for analysis. Our results are robust to several product categories and along three Amazon review data sets. The results show that review content variables deliver the best performance as compared to the reviewer and state-of-the-art baseline as a standalone model. This study finds that reviewer helpfulness per day and syllables in review text strongly relates to review helpfulness. Moreover, the number of space, aux verb, drives words in review text and productivity score of a reviewer are also effective predictors of review helpfulness. The findings will help customers to write better reviews, help retailers to manage their websites intelligently and aid customers in their product purchasing decisions. 相似文献
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Since much online shopping is attributed to online impulse buying, it is important to define this particular shopping process. This process has three important issues, perceived risk for virtual stores as well as e-store design and psychological state for online shopping. This is because consumers are both system users and impulse buyers when shopping on e-stores. E-store design is based on the interaction of customers with e-stores and the expectation-confirmation model supports examination of this issue with a wide familiarity in IT use. Psychological state is emotional responses to the stimulus of products in e-stores and flow theory, with task skill and task challenge as precursors, is suitable for exploring this issue. Grounding on the three issues, this study proposes a new research model with these considerations to thoroughly examine the determinants of online impulse buying. Flow state and customer satisfaction also interact with each other. Empirical research shows an important link for the three defined issues of online impulse buying. 相似文献
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The design of a quality website, as part of e-business strategy, has become a key element for success in the online market. This article analyzes the main factors that must be taken into account when designing a commercial website, concentrating on the Aceros de Hispania company and its business model. We have studied the features which determine website quality: accessibility, speed, navigability, content, and we have calculated the Web Assessment Index (WAI) proposed by Miranda and Bañegil [Miranda, F. J., & Bañegil, T. M. (2004). Quantitative evaluation of commercial websites: An empirical study of Spanish firms. International Journal of Information Management, 24(4), 313–328]. The results obtained provide several lessons which should be borne in mind when designing a commercial e-strategy. Firstly, it can be observed that Internet popularity and search engine positioning facilitate entry to practically inaccessible markets. Secondly, the navigability makes users feel comfortable and secure when browsing it, which increases the probability of a transaction being completed. Finally, the information provided on the website must be accurate, informative, updated and relevant to customers’ requirements. Like Aceros de Hispania, any company, thanks to the Internet, will be able to overcome the barriers which would impede its successful worldwide development in the offline market. 相似文献
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To provide a more realistic experience, e-retailers have implemented virtual try-on systems. It is, therefore, important to examine the variable that influences customers’ intention to use try-on technologies when online shopping for apparel. The main aim of the current study is to identify and examine the design and individual characteristics that influence centennials to adopt virtual try-on systems. Factors extracted from the UTAUT2 model and technology readiness were proposed in the current study model, which was empirically validated based on data collected from 315 participants. The main results of structural equation modeling largely supported the significant role of “optimism” and “innovativeness” in performance expectancy and price value. Behavioral intention was also predicted by all the factors of UTAUT2 apart from effort expectancy. These results provide a guideline for online retailers on how to communicate with their centennial customers to influence them to adopt try-on technology. 相似文献
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Online social networking has received increasing attention as a new phenomenon among online users. As Internet users utilize online social networking websites as a useful communication tool to maintain their social networks, this study explorers online social networking websites users’ knowledge sharing in particular. This study investigated the factors which influence knowledge contribution behaviors of social networking website users by sharing through user created contents with one another. By employing a socio-technical approach, this study discussed the roles of social system factors such as ethical culture, social tie, and a sense of belonging in online social network. Additionally, this study examined technical systems factors such as structural assurance of service providers and structural assurance of the Internet. The survey method was utilized in order to empirically test the research model. The research findings and contributions are discussed as well. 相似文献