Evaluating the effectiveness of customers’ communication experiences with online retailers – A study of e-mortgages

Coughlan, Jane; Macredie, Robert D.; Patel, Nandish V.

doi:10.1016/j.intcom.2006.06.003

Cited by 8 publications

(3 citation statements)

References 36 publications

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“…This situation has increased consumer uncertainty as innovations keep being added to the digital banking offering (Manser Payne et al, 2018). These new types of services have the potential to destabilize some consumers who value receiving banking services via a human agent and feel less comfortable with technology-led banking encounters (Coughlan et al, 2007;Huseynov, 2020). Also, banking technological products (i.e.…”

Section: Managerial Implicationsmentioning

confidence: 99%

The relationship of brand attachment and mobile banking service quality with positive word-of-mouth

Rajaobelina

Tep

Arcand

et al. 2021

JPBM

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Purpose This study aims to examine the relationships between brand attachment, mobile service quality (MSQ), and positive word-of-mouth (WOM) for mobile banking applications (m-banking apps). Design/methodology/approach An online survey was conducted among 759 Canadian consumers who had used m-banking apps in the previous six months. To test the research hypotheses, a causal model using structural equation modeling was developed. Findings The results reveal that, in the m-banking context, brand attachment is associated with three MSQ dimensions – value-added features, security/privacy and interactivity – and positive WOM, with the usability dimension replacing interactivity in this case. Brand attachment is also associated with positive WOM. Practical implications To promote WOM, mobile banking managers should foster brand attachment and improve MSQ, mainly in terms of value-added features. Originality/value This is the first study to examine the relationships between brand attachment, mobile service quality and WOM in the context of m-banking apps. It also highlights the prominent role of value-added features available on m-banking apps to persuade customers.

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Section: Managerial Implicationsmentioning

confidence: 99%

The relationship of brand attachment and mobile banking service quality with positive word-of-mouth

Rajaobelina

Tep

Arcand

et al. 2021

JPBM

View full text Add to dashboard Cite

show abstract

“…This study, however, does not discuss the concept of customer experience; it highlights critical items influencing customers and their satisfaction. Coughlan et al (2007) also established widespread implications of customer experience for online retailers. Dharmesti and Nugroho (2013) proposed antecedents of online store customer satisfaction which were found relevant to our study.…”

Section: Theoretical Underpinningmentioning

confidence: 99%

How to measure post-purchase customer experience in online retailing? A scale development study

Kumar

Anjaly

2017

IJRDM

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Purpose The advent of e-retailing has created multiple options for customers. Hence, most important concern is to identify the experience which entices customers for repurchase from the one particular e-retailer. This paper tries to identify the customer experience with reference to activities happening post-purchase. The purpose of this paper is to develop and validate online post-purchase customer experience (OPPCE). Design/methodology/approach The methodology of this scale development study starts with skimming of relevant literature to identify the knowledge gap and prepare a theoretical background for the study. Then scientific method is applied for scale creation. First, items of the scale been identified through interviews of online shoppers and marketing experts. Then the major dimensions were identified through exploratory factor analysis applied on the data collected from active shoppers, who transacted online in last six months, with the help of a structured questionnaire survey. These data are analyzed through structural equation modeling to validate the scale. Findings The study yields that the scale for measuring OPPCE is multi-dimensional. It has six dimensions, i.e. delivery, product-in-hand, return and exchange, customer support, benefits and feel-good factors. The proper focus on the items of these dimensions can help e-retailers improve customer experience and increase repeat purchase. Originality/value Post-purchase activities have a significant impact on customer and their repeat purchase intensions. But it has not received its due attention particularly in the online context. Hence, this paper fills this knowledge gap and gives e-retailers a tool to enhance their customers’ experience.

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“…Internet as a network of inter-related computers is a media that facilitate exchanging mass communication. Although these theories are useful in identification of users' choosing procedure, they are not useful about internet (Coughlan, Macredie, & Patel, 2007).…”

Section: Functions Of Communication In Webmentioning

confidence: 99%

Applying knowledge extracted from communicating with customers in Mass Customization process: the role of Human-Computer Interaction

Atashi

Parvini

2011

Electronic Workshops in Computing

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Mass Customization is one of the production methods companies try to implement and answer customers' requirements in a more flexible way. To deliver the favourite products to customers, mass customizers need to have enough knowledge from customers to apply in design manufacturing processes. To achieve this objective, mass customizers have choices to extract knowledge from customers. Traditional methods of information gathering like questionnaires and even online questionnaires have a little knowledge about customers. This paper also investigates richness of communication channels and confirms that voice conversations, video conferences and face to face communications have more richness and therefor more knowledge. The Idea of this paper rises from the question that "how we can use Human-Computer Interactions to help Mass Customization processes". This paper suggests that mass customization could apply the hidden knowledge from communication with customers and interactions between customers and computers in virtual spaces in its processes and make more favourite choices for customers. We will see that knowledge flow could be started from customers and trough interacting with computers and communicating through e-commerce (internet) could be entered in Mass Customization processes like designing and manufacturing.

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Evaluating the effectiveness of customers’ communication experiences with online retailers – A study of e-mortgages

Cited by 8 publications

References 36 publications

The relationship of brand attachment and mobile banking service quality with positive word-of-mouth

The relationship of brand attachment and mobile banking service quality with positive word-of-mouth

How to measure post-purchase customer experience in online retailing? A scale development study

Applying knowledge extracted from communicating with customers in Mass Customization process: the role of Human-Computer Interaction

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