Mensuração da qualidade de serviço no varejo eletrônico e seu impacto sobre as intenções comportamentais

Vieira, Valter Afonso

doi:10.1590/s0034-75902010000200006

Cited by 10 publications

(10 citation statements)

References 28 publications

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“…Satisfaction and trust are important antecedents of consumers' positive responses, particularly in virtual environments (Vieira, Slongo, 2008, Yoon, 2009, Vieira, 2010, Bilgihan, 2016, Al-dweeri et al, 2017. At the same time, the consumers' loyalty depends on the satisfaction and trust on the lived experience (Bilgihan, 2016, Zhao, Xu, & Wang, 2019, being relevant to observe the satisfaction and loyalty as related aspects that leads to favorable responses in the virtual environment.…”

Section: Theoretical Model and Hypotheses Developmentmentioning

confidence: 99%

Relationship and search for discounts, and their effects on loyalty and e-commerce, when mediated by satisfaction and trust

Bizarrias

Cucato

Strehlau

et al. 2019

J. Professional Business Review

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This study analyzes the e-commerce relationships, since it can be less humanized and characterized by the search for discounts. Marketing stablishes that the consumption relationships must be based in multiple gains and on a long-term vision. However, although virtual environment fosters economies of scale to the organizations and more attractive prices to consumers, the intensification of this process suggests that there will be only price comparisons in the long term, eroding profitability and improving spurious relationships between companies and consumers. Through structural equation modeling, this study identified that the relationships based on propension to discount lead to satisfaction and trust, more than relationship based relations, as on more human business approaches. We also identified the mediation of loyalty and trust in online consumption environment by replicating the findings in physical stores, to reinforce business to consumer relations.

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Section: Theoretical Model and Hypotheses Developmentmentioning

confidence: 99%

Relationship and search for discounts, and their effects on loyalty and e-commerce, when mediated by satisfaction and trust

Bizarrias

Cucato

Strehlau

et al. 2019

J. Professional Business Review

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“…Por conta das diferentes caracterizações de confiança, outras pesquisas passaram a abordar o conceito como um fator multivariado, que sofre influência de diversos aspectos, conforme ilustrado no levantamento realizado por McKnight, Choudhury e Kacmar (2002) Trabalhos recentes abordaram outros aspectos relacionados à confiança. Algumas pesquisas colocaram a qualidade como um fator que aumenta a confiança em empresas do varejo eletrônico (Gregg & Walczak, 2010;Vieira, 2010;Vieira & Slongo, 2008). Ballester e Espalhardo (2008) realizaram um experimento com 265 consumidores online e verificaram que a similaridade percebida e o grau de associação entre marcas contribuem para construção da confiança.…”

Section: Aspectos Da Confiança No Comércio Eletrônicounclassified

Sistemas de Reputação: Um Estudo sobre Confiança e Reputação no Comércio Eletrônico Brasileiro

Feitosa

Garcia

2016

Rev. adm. contemp.

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Artigo recebido em 25.07.2013. Última versão recebida em 30.03.2015. Aprovado em 06.04.2015. Sistemas de Reputação 85 RAC, Rio de Janeiro, v. 20, n. 1, art. 5, pp. 84-105, Jan./Fev. 2016 www.anpad.org.br/rac ResumoOs sistemas de reputação desempenham um papel relevante no comércio eletrônico atual, ao passo que o processo de elaboração e aferição de índices para lojas virtuais aparece como um dos determinantes na decisão de compra do consumidor. Assim, à luz da relação teórica entre os construtos confiança e reputação, este trabalho tem o objetivo de analisar a coerência dos indicadores apresentados por sistemas de reputação de dois grandes sites brasileiros de avaliação de empresas. Foram utilizados dados de 90 empresas do comércio eletrônico brasileiro que possuíam selos de reputação e confiança em seu portfólio. Para tanto, utilizou-se a técnica ANOVA para comparação das médias de reputação de empresas que possuem diferentes selos de confiança. Os resultados demonstram que não existe coerência entre os sistemas de reputação brasileiros e reforçam a existência de outras variáveis preditoras no modelo teórico para avaliação dos escores providos por essas empresas. As conclusões deste trabalho ressaltam a necessidade de realização de novos estudos para compreensão dos vieses e variáveis inerentes aos sistemas de reputação brasileiros, viabilizando o aprofundamento teórico da relação entre os construtos confiança e reputação.Palavras-chave: sistemas de reputação; comércio eletrônico; confiança; reputação; decisão de compra. AbstractReputation systems play an important role in the current electronic commerce scenario, as formulation and standardization of indices for web-stores contribute to determine customers' buying decisions. In light of the theoretical relationship between the constructs trust and reputation, this paper intends to analyze the coherence between evaluation indexes built by reputation systems from two big business review sites. We used data from 90 Brazilian e-commerce companies (that maintain .br domains) which have achieved both reputation seals and trust seals. An ANOVA test was used in order to compare the mean of the reputation index of companies that have different trust seals. Results showed no coherence between the reputation systems and also increased the likelihood of existence of other predictive variables in this theoretical model, when it comes to assessing indices provided for those companies. This paper's conclusions highlight the need for new studies which will allow the comprehension of particularities and variables related to reputation systems in Brazil and thus lead to a more accurate understanding of the theoretical relationship between trust and reputation.

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“…According to Hernandez (2000 apud Vieira, 2010), the open development of electronic commerce in the last years requires that retail organizations have a significant distinction to attract and keep consumers inside the chain, granted that the moving costs are lower on the internet when compared to conventional channels.…”

Section: Electronic Commerce In Brazil Advantages and Disadvantagesmentioning

confidence: 99%

“…The evolution of the internet allows for and fosters the appearance of new markets and, undoubtedly, is becoming one of the main channels of sales and distribution for organizations. To Hernandez (2002 apud Vieira, 2010), (Note 1) the ample development of electronic commerce in the last years requires that retail organizations have a strong distinction to attract and keep clients, because moving costs are lower on the internet when compared to conventional channels. The need for this development is justified by the increase in sales in electronic retail.…”

Section: Introductionmentioning

confidence: 99%

The Dyad Physical/Virtual Stores in the New Markets

Moura¹,

Francisco²,

Gonçalves³

2016

IJBA

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This article aims to present the new role of physical retail stores in view of the current increase in e-commerce in Brazil, the so called "virtual stores". This is a very important theme for the sector, which will define the future of traditional retailing. Exploratory research was conducted in books, periodicals and other printed material pertaining to the subject. It was concluded that the understanding of the current scenario of retail and knowledge of the rapid growth of e-commerce are relevant factors to define new guidelines for retailers with physical stores. Another important factor observed in the study was that traditional retailers need to understand that customers have changed, they are increasingly aware of their rights and are more prepared to claim them, which makes these new consumers confident to make purchases through the Internet. Thus, these factors will be important to define the new position of traditional retail because the only certainty is that physical stores will have to reinvent themselves if they want to stay in business.

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Mensuração da qualidade de serviço no varejo eletrônico e seu impacto sobre as intenções comportamentais

Cited by 10 publications

References 28 publications

Relationship and search for discounts, and their effects on loyalty and e-commerce, when mediated by satisfaction and trust

Relationship and search for discounts, and their effects on loyalty and e-commerce, when mediated by satisfaction and trust

Sistemas de Reputação: Um Estudo sobre Confiança e Reputação no Comércio Eletrônico Brasileiro

The Dyad Physical/Virtual Stores in the New Markets

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