Consumer Behavior in Web-Based Commerce: An Empirical Study

The development of initial trust in an online company by new customers

“…Therefore, web sites need to have efficient navigation schemes and organized layouts. They also need to provide customers with all the information and tools they need to make the right purchasing decisions [44]. Web sites also need to appear secure to customers.…”

The role of product involvement in e-service evaluations

“…While consumers' involvement with the particular online shopping experience has been studied within the context of online retailing services (Eroglu et al, 2003;McCollKennedy and Fetter, 2001;Koufaris et al, 2001), involvement with the actual product underlying the use of online retailing services and resultant effects on evaluations has not yet been comprehensively studied in online retailing contexts. Within the offline service context, product involvement is posited to moderate the effects of product stimuli on consumers' service expectations; the basis for service quality judgements (Oliver and Bearden, 1983;Wirtz, 2003;Shao et al, 2004).…”

“…The challenge of involving buyers in the online shopping process, when they would typically be experiencing high involvement in offline shopping contexts, contributes to this lack of success (Kumar and Benbasat, 2002). Both the shoppers' involvement with the online medium and their involvement with the product purchased may influence their evaluations of the online retailing service (Eroglu et al, 2003;McCollKennedy and Fetter, 2001;Koufaris et al, 2001). For instance, involvement with the product moderates the effects of stimuli on service expectations that form basis for service quality judgements in offline situations (Oliver and Bearden, 1983;Wirtz, 2003;Shao et al, 2004).…”

The Effect of Customer Service and Content Management on Online Retail Sales Performance: The Mediating Role of Customer Satisfaction

“…Literature in the Human Computer Interaction (HCI) and Information Systems (IS) disciplines has examined various aspects of CM and CSM systems (e.g., Treiblmaier and Pinterits, 2010;Wang et al, 2010;Cappel and Huang, 2007). In addition, many features of retail websites that have been the focus of past research (e.g., Cenfetelli, et al, 2008;Chu et al, 2007;Koufaris et al, 2001;Rice, 1997;Swaminathan et al, 1999) can also be classified into these two online service categories.…”

“…However, unlike in-store shopping where customers can directly experience the products and interact with customer service personnel, online retailers depend almost exclusively on their website interfaces in order to present product information as well as to manage customer relationships. As a result, modern retail websites are often built around ITenabled services such as information content (Ranganathan and Ganapathy, 2002), search mechanisms (Koufaris et al, 2001), service quality of online stores (Chu et al, 2007), and website interactivity (Collier and Bienstock, 2006).…”