Multichannel service providers' strategy: Understanding customers' switching and free-riding behavior

Chou, Szu-Yu; Shen, George C.; Chiu, Hung-Chang; Chou, Yu-Tsun

doi:10.1016/j.jbusres.2015.12.034

Cited by 114 publications

(121 citation statements)

References 35 publications

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“…Konsumen toko online tidak dapat menerima respon langsung dan umpan balik, mereka akan memiliki pengalaman belanja yang berbeda dari yang ditemukan ketika berbelanja secara konvensional melalui toko yang memiliki tempat fisik. Sehingga umpan balik dan evaluasi dari pembeli menjadi hal penting untuk toko online unt uk menciptakan kepercayaan tentang keputusan pembelian kembali yang mereka lakukan (Chou et al, 2016;Ponte et al, 2015). Hal ini disebabkan karena kepercayaan merupakan sesuatu yang sangat abstrak, melalui eWOM kepercayaan konsumen dapat dibangun, dan naik menjadi tingginya perceived value.…”

Section: Pendahuluanunclassified

Untitled

Chairunnisa¹,

Priyono²

2018

JMBK

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Penelitian ini dilakukan untuk mengetahui hubungan antara perceived value, transaction cost dan repurchase intention dalam lingkungan belanja on-line. Perceived value seorang konsumen sangat mempengaruhi repurchase intention seorang konsumen. Pada penelitian ini tidak semua transaction cost memiliki pengaruh yang signifikan terhadap perceived value dan repurchase intention. Penelitian ini menggunakan sampel,waktu dan tempat yang berbeda dari penelitian sebelumnya. Sampel yang digunakan dalam penelitian ini berjumlah 212 responden. Penyebaran kuisioner dengan cara on-line melalui media social, dimana sampel merupakan orang yang melakukan transaksi on-line melalui website dalam kurun waktu satu tahun terakhir. Data yang diperoleh kemudian dianalisis menggunakan Structural Equation Modelling (SEM). Information searching cost dan moral hazard terbukti berpengaruh signifikan negatif terhadap perceived value. Information searching cost dan specific asset invesment masing masing berpengaruh signifikan negatif dan signifikan positif terhadap repurchase intention.

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Section: Pendahuluanunclassified

Untitled

Chairunnisa¹,

Priyono²

2018

JMBK

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“…Liang and Huang [8] stated that when choosing between products with similar attributes or prices, customers will choose those that have lower transaction costs or purchase from suppliers that provide the highest value [6,[18][19][20][21][22]. Empirical studies have discussed the differences in transaction costs between online and offline shopping contexts, as well as the relationship between online shopping information and transaction costs [10,23,24].…”

Section: Customer-perceived Transactionmentioning

confidence: 99%

Fresh Snack Food Channel Evaluation Model for Integrating Customers’ Perception of Transaction Costs in Taiwan

Chen

2017

Journal of Food Quality

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The primary purpose of this study was to explore how food dealers develop methods that facilitate transaction efficiency and how they select the optimal food channels. This study establishes a model according to the impact of transaction cost factors on consumers' decision-making regarding purchase of fresh snack foods. Using fresh snack foods in Taiwan as an example, this study employed a fuzzy analytic network process to solve decision-making problems with multiple criteria by comparing the interaction between each transaction cost factor to obtain the factor weightings as well as the weightings of the transaction costs at each decision stage. This study found that food safety assurance and providing sufficient nutrition information were the most essential topics; thus, the optimal choice for snack food producers is to develop retail outlets. This study construction process proposed is innovative and operational, and the results may provide a reference for snack food dealers or microfood enterprises to assist them in developing their food channels.

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“…It can be concluded, therefore, that e-commerce is a great opportunity for this economy [3,4]. There is also a combination of different retail channels during the purchase process, as some customers tend to change sales channels when shopping for no specific reason [5][6][7]. All this is caused, above all, by omnipresent globalization and the digital revolution [8].…”

Section: Introductionmentioning

confidence: 99%

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Ingaldi

Ulewicz

2019

Sustainability

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Personalization, mobility, deliveries on the same day, and perhaps artificial intelligence—all of these elements will shape e-commerce in the near future. It is necessary to consider what features and standards online shops will have to meet in order to achieve success and to adapt to the changing preferences and requirements of the customer and their awareness of the perception of the environment through the prism of, for example, sustainable development. This means there is a need to specify a set of attributes that will influence the decision to use the services of a given e-shop. Despite all efforts, many online shops fail because they do not meet the expectations of customers. At the same time, meeting customer expectations is a big challenge for newly emerging e-shops. There are many studies on sustainable development in e-commerce, but there is no specific methodology for e-shop design, especially in the aspect of sustainable development. The authors propose a methodology based on Kano’s model and customer satisfaction to explore customers’ stated needs and unstated desires and to divided them into different groups with different impacts on customer satisfaction. In this paper, a case study on the attributes of customer satisfaction for a newly opened e-shop with organic products, which is to operate in the countries of Central Europe and takes into account selected assumptions of sustainable development, was presented. The research took the form of an original (authorial), universal survey that can be used in other similar research. A total of 1069 correctly completed surveys were taken into account for the analysis. Respondents indicated 16 must-have features for the e-shop in order to make customers benefit from its services and 11 one-dimensional features that will determine the level of customer satisfaction. Among the must-have features, there were those related to sustainable development, which indicates the environmental awareness of potential customers. The obtained results were given to the management of the research e-shop and were included during the design of its operation. After one to two years of e-shop operation, the results will be verified.

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Multichannel service providers' strategy: Understanding customers' switching and free-riding behavior

Cited by 114 publications

References 35 publications

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Fresh Snack Food Channel Evaluation Model for Integrating Customers’ Perception of Transaction Costs in Taiwan

How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

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