An exploratory investigation into e-tail image attributes important to repeat, internet savvy customers

Wilde, Simon J; Kelly, Stephen; Scott, D. W.

doi:10.1016/s0969-6989(03)00012-2

Cited by 31 publications

(25 citation statements)

References 34 publications

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“…Specifically, as it is well known that store personnel influence consumer experiences (Bäckstrom & Johanson, ; L. Davis & Hodges, ; Van Dolen, Lemmink, De Ruyter, & De Jong, ), a compelling question for retailers is how consumer perceptions of offline store personnel performance may be used by consumers while shopping online. Even more so as online consumers value service‐related aspects as core demands; for them, e‐tail offerings are service offerings and they no longer differentiate between product and service components as they generally did in traditional environments (Wilde, Kelly, & Scott, ).…”

Section: Conceptual Background and Hypothesesmentioning

confidence: 99%

The influence of in‐store personnel on online store value: An analogical transfer perspective

Verhagen

Dolen

Merikivi

2018

Psychology and Marketing

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In today's multichannel retail environment, consumers' experiences in one channel influence their perceptions of another channel. Specifically, consumer evaluations of a firm's online store have been found to be influenced by consumer interactions with the firm's in-store personnel. This paper is among the first to address this assumption and test it empirically. Drawing upon the analogical transfer paradigm, we propose hypotheses and accordingly model in-store personnel's competence and friendliness as determinants of online store usefulness, online store enjoyment, and online store value. Using consumer data collected from two Dutch multichannel retailers, we test this model with partial least squares modeling. The results provide clear support for the model and confirm that consumers may use characteristics of in-store personnel as analogies when evaluating a firm's online store. Implications for research and retail managers are discussed. K E Y W O R D S analogical transfer paradigm, competence, cross-channel behavior, friendliness, in-store personnel, online store value Psychol. Mark. 2019;36:161-174.wileyonlinelibrary.com/journal/mar

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Section: Conceptual Background and Hypothesesmentioning

confidence: 99%

The influence of in‐store personnel on online store value: An analogical transfer perspective

Verhagen

Dolen

Merikivi

2018

Psychology and Marketing

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“…A survey instrument was designed to ask respondents if and how their online purchase intention might be indirectly affected by travel website quality and directly affected by their perception of playfulness and flow and experiential satisfaction with travel websites. Data were collected by conducting a web-based survey to maintain respondents' anonymity and overcome time and place constraints, thus helping our study to contact respondents more easily than with other survey methods such as personal and telephone interview and other self-administered survey techniques (Wang and Emurian 2005;Wilde et al 2004), between June 15 and July 15 of 2010 (about 1 month). Additionally, the message was also subsequently repeatedly posted on various online discussions boards to encourage more responses.…”

Section: Study Sample and Data Collectionmentioning

confidence: 99%

Attitudinal loyalty and trust in entrepreneurship: building new relationships

Prause

Mendez²,

Garcia-Agreda³

2011

Int Entrep Manag J

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The purposes of this study are to examine whether perceived playfulness and perceived flow would mediate the relationships among website quality, customer satisfaction, and purchase intention, as well as to assess the degree of reciprocity between perceived playfulness and perceived flow in an online travel agency context. This study suggested a research framework for testing the relationships among the constructs based on the stimulus-organism-response framework. In addition, this study developed a non-recursive model. After validating the measurement scales, empirical analyses were conducted using structural equation modelling. The findings confirm that website quality affects customers' perceived playfulness and perceived flow, and in turn, would influence their satisfaction and purchase intention. Notably, this study finds that the service quality is more important than information and system quality in influencing customer satisfaction and purchase intention. Furthermore, the study reveals that the relationship between perceived playfulness and perceived flow is reciprocal. Based on the findings, the implications are discussed in the paper and directions for future research are also highlighted.

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“…In a similar vein, the antecedents of customer loyalty, such as service quality, trust, value and satisfaction, have also been investigated [Harris and Goode, 2004;Rafiq and Fulford, 2005]. Other researchers have sought to perform detailed studies of the role that the consumers' experiences of single aspects of the retailers' online offerings, such as 'e-tail store image' [Wilde et al, 2004] or 'store layout' [Vrechopoulos et al, 2004], might have on their shopping behaviour.…”

Section: The Success Of E-commerce Strategiesmentioning

confidence: 99%

Exploring the drivers, scope and perceived success of e‐commerce strategies in the UK retail sector

Doherty

Ellis‐Chadwick

2009

European Journal of Marketing

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PurposeThe purpose of this study is to explore empirically the relationship between the scope of the e‐commerce strategies currently being deployed by the largest and most influential UK‐based retailers, the drivers for their adoption, and perhaps most importantly the degree to which they are perceived to be successful.Design/methodology/approachThe objectives of this research were addressed by using a quantitative research strategy, based on a postal questionnaire survey of the UK's largest retailers. The research strategy produced a wealth of primary data, which were thoroughly analysed using a variety of multivariate, statistical techniques.FindingsThe study's findings suggest that the scope of the retailers' e‐commerce strategies is strongly associated with the strength of management support behind the strategy and its perceived strategic fit. By contrast, the perceived success of their strategies is most strongly associated with the degree to which the retailer has deployed a portfolio of appropriate resources and capabilities, in support of its online operations.Research limitations/implicationsThe major limitation associated with the study is with respect to the rather disappointing response rate of 10 per cent. However, this level of response is similar to many previous surveys in this domain, and it is probably not surprising, given the commercially sensitive nature of the data. Moreover, the extensive phone‐based follow‐up of non‐respondents has provided an important reassurance that any resultant bias is likely to have only a modest effect on the results.Practical implicationsThe findings highlight that, despite their close relationship, the scope of an e‐commerce strategy and its success are rather different entities, and therefore the factors that affect the scope of adoption cannot be relied on to deliver success. In particular, retailer managers must recognise that, while their support and commitment may well be the impetus necessary to deliver a wide‐ranging strategy, its ultimate success may be dependent on their ability to deploy a suitable portfolio of resources and capabilities.Originality/valueThe study makes a major contribution in a number of ways. It provides one of the first attempts to measure the relationship between the drivers, scope and perceived success of e‐commerce strategies, and, in so doing, it delivers an objective comparison between those factors that affect the scope and the success of e‐commerce strategies. Moreover, important new measures of e‐commerce scope and success have been developed and deployed.

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An exploratory investigation into e-tail image attributes important to repeat, internet savvy customers

Cited by 31 publications

References 34 publications

The influence of in‐store personnel on online store value: An analogical transfer perspective

The influence of in‐store personnel on online store value: An analogical transfer perspective

Attitudinal loyalty and trust in entrepreneurship: building new relationships

Exploring the drivers, scope and perceived success of e‐commerce strategies in the UK retail sector

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