Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination

Carlson, Jamie; O’Cass, Aron; Ahrholdt, Dennis

doi:10.1016/j.jretconser.2015.07.008

Cited by 129 publications

(112 citation statements)

References 80 publications

Supporting

Mentioning

103

Contrasting

Unclassified

Order By: Relevance

“…In sum, when analyzing our second objective, as proposed in the previous literature on customer value (Arnould, 2007;Holbrook, 1999 et al, 2015, p. 12;Sirakaya-Turk et al, 2015, p. 1882, claiming for more work to be carried out on ETSV. However, in contrast with most previous works that have modeled the simultaneous effects of experiential values on either satisfaction or loyalty (e.g., Doucé et al, 2016;Carlson et al, 2015;Gallarza, Arteaga, et al, 2016;Mathwick et al, 2001Mathwick et al, , 2002, our work has posited two research objectives and has were found.…”

Section: Measuring Significant Differences In the Etsv Index Througmentioning

confidence: 57%

“…To bridge this gap, this work has followed recent research calls from tourism researchers (e.g., Choi et al, 2015, p. 12; Sirakaya‐Turk et al, , p. 1882), claiming for more work to be carried out on ETSV. However, in contrast with most previous works that have modeled the simultaneous effects of experiential values on either satisfaction or loyalty (e.g., Doucé et al, ; Carlson et al, ; Gallarza, Arteaga, et al, ; Mathwick et al, , ), our work has posited two research objectives and has (a) tested a structural model with a chain of concatenated effects of experiential values and (b) built a second‐order model as a multidimensional ETSV index. Both models were tested with PLS on a convenience sample of 374 tourists shopping in the city of Valencia (Spain), a prominent shopping and tourism destination in a country with a growing fashion industry, which has a highly internationalized profile (Zara, Mango, Pronovias, and Camper).…”

Section: Conclusion: Contribution Managerial Implications Limitatimentioning

confidence: 99%

“…In the retail industry, experiential aspects have been recognized as being powerful drivers of researchers' understanding of shopping behavior, demonstrating that experiential values affect loyalty to retailers in both online (e.g., Mathwick et al, , ; Lloyd, Chan, Yip, & Chan, ; Yoo, Lee, & Park, ; Carlson, O'Cass, & Ahrholdt, ) and off‐line environments (e.g., Arnold & Reynolds, ; Babin et al, ; Carpenter & Moore, ; Sullivan, Kang, et al, ). Managerially, the retailer's challenge is to create a combination of both utilitarian and hedonic benefits for shoppers to enhance in‐store satisfaction and generate positive word‐of‐mouth and patronage intentions so as to become stronger competitors in a contemporary multichannel environment (Carlson et al , ).…”

Section: Introductionmentioning

confidence: 99%

“…Despite the abundant work using path modeling approaches, ESV researchers have concentrated their efforts on investigating the holistic process of the effects of value dimensions on consumer responses, rather than on the possible chain of effects of the values experienced while shopping. As a result, methodologically speaking, models have centered on testing the simultaneous effects of ESV dimensions on satisfaction and/or loyalty (e.g., Doucé, Janssens, Leroi‐Werelds, & Streukens, ; Carlson et al, ; Gallarza, Arteaga, et al, ; Mathwick et al, , ) rather than on testing their concatenated (causal) effects. However, knowing which ESVs initially attract a shopper, and how these experiential values are related to each other in terms of their positive effects on customer loyalty may add important knowledge to the existing understanding of the shopping experience.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Gallarza

Gardó

García

2017

J of Consumer Behaviour

View full text Add to dashboard Cite

Previous literature on consumer behavior has tackled the experiential approach in retailing services in depth; however, most of the previous studies have concentrated on the simultaneous but not concatenated effects of value dimensions on satisfaction and/or loyalty. Furthermore, tourists' shopping behavior remains an underdeveloped area of study from the experiential perspective. This work explores experiential tourist shopping value, aiming to (a) explain tourists' loyalty to retailers by adding causality to experiential dimensions and (b) prove the subjectivity of these values. After a diachronic and synchronic review of the literature on experiential shopping value, a structural model with a chain of effects consisting of product quality, service quality, self‐esteem and shopping enjoyment on loyalty, and a multidimensional index as a second‐order model were built with partial least squares and tested on a purposive sample of 374 tourists in Valencia (Spain). Our findings revealed a sequential approach to tourists' shopping experiences where utilitarian values led to social and hedonic ones, all of which were antecedents of loyalty to retailers. Furthermore, the index showed differences by gender and nationality. Although our results are context specific, they add to the value creation process as they show a sequence of effects, and a fully subjective value provision, which changes according to demographics. The originality of this work is that it contributes to the suitability of the experiential paradigm in explaining tourists' shopping behavior by promoting interest in this specific, underdeveloped target area, and also by adding causality and proving the subjectivity of experiential value dimensions.

show abstract

Section: Measuring Significant Differences In the Etsv Index Througmentioning

confidence: 57%

Section: Conclusion: Contribution Managerial Implications Limitatimentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Gallarza

Gardó

García

2017

J of Consumer Behaviour

View full text Add to dashboard Cite

show abstract

“…Future studies may use our work as a starting point and employ, for example, a multidimensional understanding of value (e.g. Carlson et al, 2015;Sánchez-Fernández and Iniesta-Bonillo, 2007;Sheth, Newman and Gross, 1991). Another limitation results from the previous point.…”

Section: Limitations and Future Research Directionsmentioning

confidence: 99%

Toward a Differentiated Understanding of the Value‐Creation Chain

Kuehnl

Fürst

Homburg

et al. 2016

British J of Management

View full text Add to dashboard Cite

The conventional view of the value‐creation chain suggests offering high‐value propositions at the product level (in terms of benefits provided by elements of the product) to attain high‐value perceptions at the customer level, which should ultimately result in high‐value appropriation at the firm level (i.e. relationship, volume, pricing and financial success). This study challenges this view and provides a differentiated understanding of the value‐creation chain. With a multi‐industry sample of 339 companies and a sample of 626 customers to validate managerial assessments, the authors apply a configurational approach to identify whether and to what extent offering high‐value propositions at the product level is necessary or sufficient for achieving superior value perceptions at the customer level and high‐value appropriation at the firm level. Taking into account the company‐internal and company‐external environment of the value‐creation chain, the study identifies seven value‐creation chain constellations.

show abstract

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

Park

2022

J of Consumer Behaviour

View full text Add to dashboard Cite

In light of the increasing development of technological innovation and information and communication technologies, features of mobile apps functions are also increasingly developed to meet people's needs and wants. Amongst the variety, shared transportation apps (STA) have emerged to optimize people's daily transportation needs. This study modified the expectation‐confirmation theory and the post‐acceptance model of information system continuance to examine the effects of customers' perceived STA performance (service performance, content provision, and system performance) and benefits (function, money worthiness, pleasure, and social interaction) on customer satisfaction with the usage of STA, which is expected to have a positive effect on customer retention on STA in a new theoretical framework, called the performance‐benefit of the STA continuance model (PBCM). Moreover, brand awareness was expected to be an essential moderator on the effect of perceived performance and perceived benefits on customer satisfaction. 397 respondents were recruited online through a convenient sampling technique in the Vietnam market. Results show that service performance, money worthiness, pleasure, and social interaction are four important determinants of customer satisfaction with STA. Moreover, brand awareness significantly moderates the effects of service performance, system performance, money worthiness, and social interaction on customer satisfaction. Findings also contribute rational strategies for e‐commerce managers in general and STA managers in particular.

show abstract

Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination

Cited by 129 publications

References 80 publications

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Toward a Differentiated Understanding of the Value‐Creation Chain

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

Contact Info

Product

Resources

About