Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces

Alba, Joseph W.; Lynch, John; Weitz, Barton A.; Janiszewski, Chris; Lutz, Richard A.; Sawyer, Alan G.; Wood, Stacy

doi:10.2307/1251788

Cited by 1,040 publications

(347 citation statements)

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“…The interactivity and global connectivity of the Internet offers several interesting opportunities and applications for interactive home shopping (Alba, Lynch, Weitz, Janiszewski, Lutz, Sawyer and Wood, 1997) and on-line marketing (Hoffman and Novak, 1996;Deighton, 1996;Bezjian-Avery, Calder and Iacobucci, 1998;Wind and Rangaswamy, 2001). The Internet is hypothesized to lead to increased efficiency, e.g.…”

Section: Introductionmentioning

confidence: 99%

“…The Internet is hypothesized to lead to increased efficiency, e.g. in consumer information search costs (Alba et al 1997;Lynch and Ariely, 2000), and increased effectiveness, through different applications which are designed to support online customers and assist in building customer loyalty. Focusing on the latter, several researchers consider the Internet to be a well-suited medium for building consumerbrand relationships (Armstrong and Hagel, 1996;Pepper and Rogers, 1997;Hagel, 1999;Scultz and Bailey, 2000).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Building brand relationships online: A comparison of two interactive applications

Thorbjørnsen

Supphellen

Nysveen

et al. 2002

Journal of Interactive Marketing

192

127

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No main effects of the applications were observed. However, significant effects of Internet applications were found when Internet experience was included as a moderating variable. Specifically, it was found that personalized web-sites developed stronger consumer-brand relationships for respondents with extensive Internet experience than for respondents with limited Internet experience. Conversely, it was found that customer communities developed stronger relationships among respondents with limited Internet experience than among respondents with extensive Internet experience. Implications for marketing management and future research in this area are discussed.2

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Building brand relationships online: A comparison of two interactive applications

Thorbjørnsen

Supphellen

Nysveen

et al. 2002

Journal of Interactive Marketing

192

127

View full text Add to dashboard Cite

show abstract

“…Devido às diferentes ferramentas de busca presentes na rede, os usuários encontram formas de se comunicar e disseminar ideias na sua rede de relações formando, assim, uma vasta fonte de dados. O resultado disso é uma enorme quantidade de informações personalizadas, que podem ser acessadas com um baixo esforço, permitindo o processo de decisão de compra ficar mais simplificado (Alba et al, 1997;Bakos, 1991;Widing & Talarzyk, 1993).…”

Section: Estratégias De Redução De Riscos Na Webunclassified

Riscos Percebidos Na Aquisição De Serviços Hoteleiros Online: Fatores Determinantes Das Estratégias De Redução E Suas Relações Com as Características Demográficas Do Consumidor

Souza

Melo

Barbosa

2012

RBTUR

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Riscos percebidos na aquisição de serviços hoteleiros online:Fatores determinantes das estratégias de redução e suas relações com as características demográficas do consumidor Resumo: O objetivo deste artigo foi identificar quais fatores determinam a adoção de estratégias de redução de risco percebido na aquisição de serviços hoteleiros online, verificando se há relação entre estes e as características demográficas dos consumidores. O método de análise fatorial foi utilizado após aplicação de questionário estruturado junto a consumidores que têm o hábito de viajar e reservar hotéis pela internet. Os resultados demonstraram que os fatores que caracterizam as estratégias utilizadas por consumidores como meio de redução de risco no ambiente virtual são: experiência de uso própria ou de pares, garantias e certezas de regulamentação e preço mais caro. Ou seja, pode-se considerar que estes fatores são relevantes e tendem a ser utilizados pelos consumidores como forma de reduzir os riscos ao adquirir um serviço hoteleiro pela web. Por outro lado, constatou-se que as características demográficas não apresentam relações com a percepção de risco destes consumidores. Com estes resultados a questão que fica é saber se as empresas deste ramo de atividade desenvolvem ações alinhadas com tais fatores de modo a permitir que os consumidores reduzam suas percepções de risco ao comprar estes serviços em seus websites. Palavras-chave: Risco percebido; Serviços hoteleiros; Ambiente virtual.

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“…It should be mentioned that the response does not necessarily have to be conducted through the mobile medium. To be interactive communication, the response of one actor is required to follow directly and logically from the action of another (Alba et al 1997). Just like in company-based communication, interactive communication can only occur with already registered customers or to customers that have otherwise beforehand, or at the time of communication, given their acceptance (opt-in).…”

Section: Customer Companymentioning

confidence: 99%

“…The assumption underlying channel cannibalization is that an emerging channel may cannibalize the sales of existing channels. For instance, during the infancy phase of the Internet, the fear of ruin through cannibalization by the Internet deterred many companies from adding the Internet into their multichannel environment (Alba et al 1997). By utilizing the communication through the mobile medium, companies may send offers to highly segmented customers while other customers are buying similar products through other channels at normal prices.…”

Section: The Applicability Of Mobile Crm To Other Contextsmentioning

confidence: 99%

Mobile Customer Relationship Management: a communication perspective

Sinisalo

Karjaluoto

2007

IJECRM

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This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM.The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews, observations and personal experiences gained within those companies form the main sources of data.The main theoretical contributions of the present study to existing academic literature are as follows. First, the study proposes the conceptualization of the focal phenomenon of the study, mCRM, and further elicits the salient characteristics of it. Second, following the conceptualization, the study focuses on communication as the core of the interaction between the company and the customer via the mobile medium. Accordingly, the study sheds light on the key elements of the communication process within mCRM and its various phases. Third, the study founds a theoretical framework for mCRM; identifying the customer relationship management, mobile commerce and communication literature streams that define mCRM theoretically. Fourth, the study elaborates on the specific role of the mobile medium as a channel within CRM and highlights the ways in which it differs from all other channels within the multichannel CRM environment.Although mCRM communication has an inherent potential to benefit both company and customer, it has been utilized quite cautiously to date. This is rather surprising given that, compared to other channels, the mobile medium has an exceptional ability to reach people. In addition, greater utilization of the mobile medium could save time and money. This is because many face-to-face encounters could easily be replaced by communication through the mobile medium. The study offers guidelines on aspects ranging from the initiation of mCRM to actual communication through mCRM. Hopefully, the findings of this study will encourage managers, regardless of industry, to consider whether their company could provide added-value of any kind through the use of the mobile medium to benefit their customer relationships.

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Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces

Cited by 1,040 publications

References 0 publications

Building brand relationships online: A comparison of two interactive applications

Building brand relationships online: A comparison of two interactive applications

Riscos Percebidos Na Aquisição De Serviços Hoteleiros Online: Fatores Determinantes Das Estratégias De Redução E Suas Relações Com as Características Demográficas Do Consumidor

Mobile Customer Relationship Management: a communication perspective

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