An investigation of consumers’ webstore shopping: A view of click-and-mortar company

Doong, Her-Sen; Wang, Hui-Chih; Foxall, Gordon R.

doi:10.1016/j.ijinfomgt.2010.06.006

Cited by 45 publications

(24 citation statements)

References 47 publications

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“…The success of these technologies mainly depends on the choice of the channel used for purchasing, as well as on the increasing purchases through online systems (Liu and Forsythe, 2011). The current studies on online stores are largely based on the analysis of brand loyalty, trust, perceived risk (Luo et al, 2010;Doong et al, 2011;Shen and Chiou, 2010;Udo et al, 2010;Li and Yeh, 2010;Chiu et al, 2010;San Martín Gutié rrez et al, 2010;Pantano and Timmermans, 2011), and consumer's acceptance of virtual stores in terms of attitude and behavioral intention, as well as on their characteristics such as system interfaces and quality (Chen and Tan, 2004;Ganesh et al, 2010); whereas other studies pointed out the importance of employed interactive tools, which deliver high personalized products, and e-windows which represent innovative elements capable of catching consumer's attention and motivating people to visit the online store (Ganesh et al, 2010). In particular, the advantages of virtual stores can be described in terms of time saving, by reducing the operational costs and offering more products than a traditional one 24/7, due to the possibility for consumers to access to the store directly from their place, by supporting in this way also clients with disabilities in reaching the store (Lee, 2007).…”

Section: Introductionmentioning

confidence: 99%

Modeling innovative points of sales through virtual and immersive technologies

Pantano

Servidio

2012

Journal of Retailing and Consumer Services

165

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Section: Introductionmentioning

confidence: 99%

Modeling innovative points of sales through virtual and immersive technologies

Pantano

Servidio

2012

Journal of Retailing and Consumer Services

165

View full text Add to dashboard Cite

“…Recently, consumer shopping intention in the context of online stores has attracted increasing attention (Doong, Wang, & Foxall, 2010). The online customer experience becomes an important concept for e-marketers in the context of online shopping (Elliot & Fowell, 2000) and is needed to pay attention to explore the concept (Rose, Hair, & Clark, 2011).…”

Section: Introductionmentioning

confidence: 99%

Understanding customer experiences in online blog environments

Hsu

Tsou

2011

International Journal of Information Management

162

101

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“…For instance, Taylor and Hunter [198] investigated the antecedents of satisfaction, brand attitude, and loyalty within the B2B e-Customer Relationship Management (e-CRM) industry in a sample of 244 customers, and they found that trust does not lead to loyalty. Similarly, Herington and Weaven [83] and Jin et al [99] found no direct or significant link with loyalty. The reasons for this lack of association could be the different approaches used regarding trust, as many consider trust to be the credibility of services or reputation or even whether a customer trusts the corporation in general.…”

Section: After-purchase Factorsmentioning

confidence: 95%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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An investigation of consumers’ webstore shopping: A view of click-and-mortar company

Cited by 45 publications

References 47 publications

Modeling innovative points of sales through virtual and immersive technologies

Modeling innovative points of sales through virtual and immersive technologies

Understanding customer experiences in online blog environments

Critical review of the e-loyalty literature: a purchase-centred framework

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