For Indian online shoppers, have saying and doing parted ways?

Abstract

Grounded in the theory of planned behavior (TPB) and based on both perceptual as well as behavioral data, the study explores e-service quality (e-SQ) dimensions' influence on merchandise value perception (MVP) and how these value perceptions, in turn, impact shopper loyalty intention, finally leading to word-of-mouth (WOM) and store patronization behavior. The model was tested for measurement and structural validity, mediation by MVP, and moderation by gender. Findings suggest that: (1) e-SQ dimensions of efficiency and fulfillment have direct effect on MVP; (2) MVP is a key mediating variable facilitating "indirect-only" mediation between e-SQ dimensions and online shoppers' loyalty intentions; (3) mediation by MVP is not moderated by gender; (4) strong association between shoppers' loyalty intention and intention to spread positive WOM; and (5) "saying" and "doing" are incompatible because online shoppers' loyalty intentions or WOM do not translate into store patronization behavior. K E Y W O R D Se-retailer, e-service quality (e-SQ), net promoter store (NPS), online shopping, shopper loyalty, theory of planned behavior (TPB)

Managing online product assortment and order fulfillment for superior e-tailing service experience

“…The scale items analogous to shopping assistance were adapted from a scale developed by Bart et al (2005) and Postma and Brokke (2002). For measuring shopping efficiency, scale items were adapted from Mathwick et al (2001, 2002) and Mishra (2018). A total of 13 order fulfillment items were included in the final questionnaire out of 18 items based on measures developed by Bart et al (2005), Mishra (2018) and Nguyen et al (2016).…”

“…For measuring shopping efficiency, scale items were adapted from Mathwick et al (2001, 2002) and Mishra (2018). A total of 13 order fulfillment items were included in the final questionnaire out of 18 items based on measures developed by Bart et al (2005), Mishra (2018) and Nguyen et al (2016). For modeling purposes, order fulfillment was exhibited as a hierarchical construct in the research (Mishra, 2018; Wetzels et al , 2009), entailing availability, timeliness, condition, bill accuracy and ease of the returns act as five reflective first-order constructs.…”

“…A total of 13 order fulfillment items were included in the final questionnaire out of 18 items based on measures developed by Bart et al (2005), Mishra (2018) and Nguyen et al (2016). For modeling purposes, order fulfillment was exhibited as a hierarchical construct in the research (Mishra, 2018; Wetzels et al , 2009), entailing availability, timeliness, condition, bill accuracy and ease of the returns act as five reflective first-order constructs. The formative indicators of the second-order construct were these first-order constructs (Mowen and Voss, 2008).…”

“…The insights from Mishra’s (2018) study suggest that fulfillment and efficiency are essential deliverables for e-tailers’ service quality. The order fulfillment constructs is quite under-researched phenomena in e-tailing as it focuses on rethinking traditional supplier relationships and information-driven fulfillment logistics (Ricker and Kalakota, 1999; Gallino and Moreno, 2014).…”

The impact of mall personality and shopping value on shoppers' well-being: moderating role of compulsive shopping

“…Even as retail happens to be one of the fast growing and dynamic sectors (Atulkar and Kesari, 2017), there is considerable uncertainty regarding future of retailing (Grewal et al, 2017), primarily due to shifting shopper preferences (Mishra, 2018). Malls have been the preferred platform for shopping in last few decades (Elmashhara and Soares, 2019) and mall culture has assumed a prominent position in consumers' lifestyle (Khare et al, 2019;Santoso et al, 2018).…”