A comparison of purchase decision calculus between potential and repeat customers of an online store

Kim, Hee-Woong; Gupta, Sumeet

doi:10.1016/j.dss.2009.04.014

Cited by 122 publications

(99 citation statements)

References 40 publications

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“…While there have been a variety of studies focusing on one or several store choice drivers when studying offline or online store choice (e.g., Bell, Ho, and Tang 1998;Briesch, Chintagunta, and Fox 2009;Dawes and Nenycz-Thiel 2014;Fox, Montgomery, and Lodish 2004;Gijsbrechts, Campo, and Nisol 2008;Gupta and Kim 2007;Kim and Gupta 2009;Tang, Bell, and Ho 2001;Verhagen and van Dolen 2009), we are -to the best of our knowledge -the first to systematically investigate (i) a large set of antecedents on online store choice, (ii) across multiple multi-channel retailers, (iii) within the grocery sector, thereby (iv) considering the moderating role of customer experience. Previous online store choice studies focusing on online store choice for one retailer were carried out in other sectors than the grocery sector.…”

Section: Introductionmentioning

confidence: 99%

The Impact of the Multi-channel Retail Mix on Online Store Choice: Does Online Experience Matter?

Melis

Campo

Breugelmans

et al. 2015

Journal of Retailing

255

200

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More and more grocery retailers are becoming multi-channel retailers, as they are opening an online alternative next to their traditional offline supermarkets. While the number of multi-channel grocery shoppers is also expanding at a fast growth rate, there are still large differences in online shopping frequency, and as a result, in the levels of experience with buying in the online grocery channel. This study wants to (i) identify the underlying drivers of online store choice and (ii) explore if and how these drivers change when multi-channel shoppers gain online grocery shopping experience. We investigate this question with an online store choice model using purchase data of an extensive UK household panel over a two-year period, covering all multi-channel retailers in the grocery market. Our results show that multi-channel shoppers, at the start of online grocery shopping, tend to select the online store belonging to the same chain as their preferred offline store, especially when the online store is strongly integrated with the offline store in terms of assortment. When online grocery shopping experience increases, multi-channel shoppers' focus shifts from a comparison within a chain across channels to a comparison across chains within the online channel, resulting in an increasing importance of online assortment attractiveness and online loyalty when choosing an online store.

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Section: Introductionmentioning

confidence: 99%

The Impact of the Multi-channel Retail Mix on Online Store Choice: Does Online Experience Matter?

Melis

Campo

Breugelmans

et al. 2015

Journal of Retailing

255

200

View full text Add to dashboard Cite

show abstract

“…Previous studies focused on qualitative management strategies regarding eWOM (Litvin, Goldsmith and Pan, 2007); the utilization of online platforms for a positive electronic word-of-mouth (Kim and Hardin, 2010), and the impact of electronic word-of-mouth on booking intentions (Kim, Mattila and Baloglu, 2011;Vermeulen and Seegers, 2009). Several scholars have suggested that for online consumers eWOM is a main resource of good information since it distributes recent, abundant, and objective good information (Cheung, et al, 2009;Dellarocas, 2003;Kim and Gupta, 2009;Zacharia, Moukas and Maes, 2000). As an example, a survey revealed that 84 per cent of Americans' decision to purchase a product or service was affected by online reviews (Promomagazine, 2009).…”

Section: The Effect Of Ewommentioning

confidence: 99%

The Antecedents of Revisit Intention in Medical Businesses

Arıcı

Güçer

2018

isarder

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This study investigates the relationship between electronic word-of-mouth (eWOM) and revisit intention of the medical tourists by focusing on the mediating role of brand trust. The Commitment Trust Theory was taken as the theoretical background of this study which posits relationship commitment and trust as key elements within a successful relationship. Having utilized data from 388 domestic medical tourists via a survey in Antalya, Turkey, it was concluded that eWOM has positive and significant influences on revisit intention. In addition, Structural Equation Modelling has shown that brand trust mediates the indirect effect of eWOM on revisit intention. This study concludes with discussion of empirical findings followed by practical implications, limitations and future directions.

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“…Research reveals that perceived value includes both utilitarian value and hedonic value. It is the main driver for customer to repeatedly purchase from the same store [18,19]. Utilitarian value is proposed as a construct formed by product offerings, product information, monetary savings, and convenience.…”

Section: Continuous Purchase Intention and Satisfactionmentioning

confidence: 99%

From Customer Satisfaction to Customer Experience: Online Customer Satisfaction Practice in International E-commerce

Liuqu

Xiao

2015

Lecture Notes in Computer Science

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Abstract. By focusing on online international shopping, this study investigates customer satisfaction measured by applying the mainstream research model and satisfaction metrics. Net promoter score, continuous purchase intention, product satisfaction, and the pros and cons of each of the metrics are discussed. The paper advocates understanding customer from a more comprehensive view than mere satisfaction. A new customer experience model is introduced.

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A comparison of purchase decision calculus between potential and repeat customers of an online store

Cited by 122 publications

References 40 publications

The Impact of the Multi-channel Retail Mix on Online Store Choice: Does Online Experience Matter?

The Impact of the Multi-channel Retail Mix on Online Store Choice: Does Online Experience Matter?

The Antecedents of Revisit Intention in Medical Businesses

From Customer Satisfaction to Customer Experience: Online Customer Satisfaction Practice in International E-commerce

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