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This study is designed to discover the degree to which ethnic identity and socialization factors influence the culture-specific consumption behaviors of Asian American young adults, in general as well as in specific situational settings. Findings indicated that perceived parental cultural identification tended to strengthen the ethnic identity, which in turn influenced Asian American young adults' culture-specific consumption behaviors. However, although their perceived parental acculturation level had no effect on their ethnic identity, it directly weakened the subject group's culturespecific consumption behaviors. The ethnic-friendship orientation was found not only to influence ethnic identity but also to influence directly the group's culture-specific consumption behavior. Further analysis revealed that a situational factor (i.e., the presence or absence of ethnic friends) influenced culture-specific consumption behavior, regardless of the strength of ethnic identity. ᭧ 2004 Wiley Periodicals, Inc.

A mail survey was conducted to identify personal characteristics, shopping patterns, and attitudes of potential innovators and non‐adopters of an interactive electronic shopping innovation. Differences among all potential adopter groups were also examined. A national sample of 2,500 US cable television subscribers were surveyed. Results suggested that strongest predictors of potential innovator and non‐adopter group memberships were perceived characteristics of the interactive shopping innovation including relative advantage over other shopping formats and compatibility with lifestyles. Also important were consumers’ prior shopping experiences with other nonstore retailers. Among potential adopters (i.e., innovators, early adopters, and followers), similar characteristics were exhibited, differing only by intensity. Managerial implications are discussed.

Treating customers as passive recipients of service recovery does not account for their naturally elevated desire for control following a service failure. Focusing on value cocreation by customers in service recovery, this study conceptualizes three types of customer perceived control in service recovery: process control, decision control, and information control. Using both a field study and a controlled experiment to test the conceptual model, this study reveals various ways service firms can engage customers in service recovery to enhance their service experience. The results show that customers are motivated to exert influence on and regain control over service recovery because they care not only about the economic gains rendered by control but also about their social self-esteem in their relationship with a service firm. An investigation of the interaction effects among the three types of control reveals either complementary or substitution effects between different pairings of the three types of control on customers' justice evaluations of service recovery and repurchase intentions. The findings provide managers with new guidance on developing and implementing successful service recovery programs.

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PurposeVia an initial trust‐building model, the purpose of this paper is to examine consumers' initial trust in an unfamiliar online retailer, considering cognitive perceptions of the retailer and institutional beliefs about the online environment.Design/methodology/approachA random sample of 2,000 US households, resulting in 477 usable responses, was surveyed by assigning subjects to one of the two shopping scenarios portraying an online insurance retailer with a weak or strong reputation.FindingsStructural equation modelling revealed that second‐hand cognitive and first‐hand institutional information have comparable and contrasting effects on purchase intent through formation of initial trust.Research limitations/implicationsResults imply that consumers form initial trust using a combination of cognitive perceptions about the online retailer and consumers' institutional beliefs regarding the online environment. Ways in which researchers and online retailers can shape initial trust formation via these antecedents are suggested.Originality/valueThe influence of an institutional belief, situational normality of the online environment, on initial trust has not been previously investigated by simultaneously assessing relative influences of institutional beliefs and cognitive perceptions of the online retailer.

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