Effects of perceived risk, community usage motive and price sensitivity of overseas direct purchase consumers on customer satisfaction

Kim, Ki Yeon; Hwang, Sun Jin

doi:10.29049/rjcc.2018.26.6.951

Cited by 3 publications

(4 citation statements)

References 38 publications

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“…Third, this study extends our understanding of the effects of the service subject on customer decision-making. Compared with previous studies that focused on price sensitivity factors (Kim, 2018), this study reveals that appearance personification of service robots negatively influences decision time and degree of hesitation. It innovatively adopts a unique perspective to further illustrate the importance of appearance personification of service robots in actual product recommendation application scenarios, and it expands our understanding of the impact of appearance personification on customer decision-making variables.…”

Section: Conclusion and Discussioncontrasting

confidence: 75%

The effects of appearance personification of service robots on customer decision-making in the product recommendation context

Zhang

Tang²,

Li³

et al. 2022

IMDS

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PurposeThe COVID-19 pandemic has made contactless services such as those provided by robots increasingly pervasive. Some stores are gradually adopting service robots to sell products, which has not been explored in previous research. This study aims to explore how appearance personification of service robots affects customer decision-making in the product recommendation context.Design/methodology/approachBased on authentic in-store product recommendation service interactions, an experiment for three simulated scenarios was conducted and data was collected from 338 valid samples.FindingsThe results show appearance personification has a positive impact on customer purchase behavior while it has negative impacts on customer decision time and degree of hesitation.Originality/valueThis study not only enriches the literature on application scenarios of service robots but also supplements the literature on various customer decision-making variables in the field of service robots. It provides important practical guidance for designing robots to optimize their impact on customer decision-making.

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Section: Conclusion and Discussioncontrasting

confidence: 75%

The effects of appearance personification of service robots on customer decision-making in the product recommendation context

Zhang

Tang²,

Li³

et al. 2022

IMDS

View full text Add to dashboard Cite

show abstract

Section: Introductionmentioning

confidence: 99%

“…According to Statista.com (2022), the global overseas e-commerce market is estimated to be $2.2 trillion in 2026. With the growth of overseas purchases in the e-commerce context, researchers have examined the influential factors of customers' behavior (Dai and Lee, 2018;Kim, 2018;Son et al, 2017). For instance, Dai and Lee (2018) examined the impact of website-related characteristics such as security, convenience, and information on customers' satisfaction with an overseas purchase.…”

Section: Introductionmentioning

confidence: 99%

“…For instance, Dai and Lee (2018) examined the impact of website-related characteristics such as security, convenience, and information on customers' satisfaction with an overseas purchase. Due to the characteristics of online purchases, Kim (2018) suggested that psychosocial anticipated regret is associated with shopping hesitation. Customers' experience with online overseas purchases is different from that with traditional online shopping in terms of difficulties of a transaction, refund/exchange, unknown vendors, and differences of the shopping environment, including communication style.…”

Section: Introductionmentioning

confidence: 99%

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Charting the path between communication strategies and overseas purchasing service performance in the e-commerce context

Ahn

2022

APJML

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PurposeDespite the growth of the online overseas purchasing industry, there is a lack of studies addressing these companies' communication strategies. Thus, this study aims to examine the impact of customer experiences with communication via overseas purchasing websites.Design/methodology/approachUsing data from overseas purchase customers in the United States, this study examines communication as either firm or customer generated and assesses their effects on brand-related outcomes.FindingsThe results show that both firm- and customer-generated communication influence brand awareness, perceived quality, and loyalty. Also, the impact of brand awareness on perceived quality is supported. Differences in the relationship between communication and behavior across demographic characteristics (i.e. gender, age, income) are identified, and the impact of firm-generated content on customers is found to be greater than that of customer-generated communication.Research limitations/implicationsGiven the limitations of quantitative surveys to examine overseas retailing practices, the results of this study provide a starting point for future researchers to conduct more qualitative studies with customers from various cultures.Originality/valueDue to the importance of communication marketing in the retail setting, this study provides useful guidelines for online retail services to enhance customers' interaction and empowerment.

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A study on the conceptual structure of purchase risks in fashion consumption through online channels

An¹

2019

Res. J. Costumec.

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Effects of perceived risk, community usage motive and price sensitivity of overseas direct purchase consumers on customer satisfaction

Cited by 3 publications

References 38 publications

The effects of appearance personification of service robots on customer decision-making in the product recommendation context

The effects of appearance personification of service robots on customer decision-making in the product recommendation context

Charting the path between communication strategies and overseas purchasing service performance in the e-commerce context

A study on the conceptual structure of purchase risks in fashion consumption through online channels

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