Providing Value to Customers in E-Commerce Environments

Minocha, Shaíley; Dawson, Liisa; Blandford, Ann; Millard, Nicola

doi:10.4018/9781591408246.ch006

Cited by 3 publications

(4 citation statements)

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“…Perceived sacrifices include purchase price and other possible costs such as time consumption (Yang, 2001). A positive perception of value may bring customers back to make another transaction (Minocha, Dawson, Blandford, & Millard, 2005). When customers believe they are being treated fairly in an exchange, they will be satisfied with the transaction if their outcome-to-input ratio is in some sense adequate (Oliver & DeSarbo, 1988).…”

Section: Perceived Value and Satisfactionmentioning

confidence: 99%

Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers

2011

CMR

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This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were supported, whereas two were not supported. Findings indicated that electronic recovery service quality had positive effect on customer loyalty. However, findings indicated that electronic recovery service quality had no effect on perceived value and customer satisfaction. Findings also indicated that perceived value and customer satisfaction were two significant variables that mediated the relationships between electronic service quality and customer loyalty. Moreover, this study found that electronic service quality had no direct effect on customer satisfaction, but had indirect positive effects on customer satisfaction for consumer electronics e-tailers. In terms of practical implications, consumer electronics e-tailers' managers could formulate a competitive strategy based on the modified Electronic Customer Relationship Re-Establishment model to retain current customers and to enhance customer relationship management (CRM). The limitations and recommendations for future research were also included in this study.

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Section: Perceived Value and Satisfactionmentioning

confidence: 99%

Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers

2011

CMR

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“…Many researchers agree that the evaluation of the quality of online stores is not limited to the transaction itself, but includes the entire range of provided electronic services (Montoya -Weiss et al 2000;Wolfinbarger -Gilly 2002;Zeithaml et al 2002;Minocha et al 2005, Bauer et al 2005). …”

Section: The Importance Of Information In Customer Satisfactionmentioning

confidence: 99%

Are opinion leaders more satisfied? Results of a SEM model about the relationship between opinion leadership and online customer satisfaction

Nagy

Kemény

Szűcs

et al. 2017

Soc Ec

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More and more research is dedicated to address the phenomenon of online word-of-mouth (WOM).Concerning electronic WOM, three major underlying motives can be differentiated: opinion seeking, opinion giving and opinion passing (Flynn et al. 1996, Sun et al. 2006. The main aim of the research is to analyse the relationship between these three dimensions and the level of customer satisfaction.The research is based on a representative sample of 1000 respondents living in Hungary. According to the hypothesized Structural Equation Model (SEM), we can conclude that online opinion seeking behaviour has a significant positive impact on levels of customer satisfaction, as well as on opinion giving and opinion passing. This implies that opinion leaders not just share, but also collect enormous amounts of information about products and services and raise their expectations according to feedback. By doing so, their prior expectations are in relation to the true customer value of online stores and products. This means that customer satisfaction -measured using the disconfirmation paradigm -will reach a higher level, so it is advisory for online retailers to encourage customers to give feedback, write reviews, because it will affect the customer satisfaction level in a positive manner.

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“…Számos egyéb kutató is egyetért azzal, hogy a minőség értékelése az online áruházak esetében nem csak a tranzakciókra korlátozódik, hanem az elektronikus szolgáltatások teljes skáláját magában foglalja (Montoya -Weiss et al, 2000;Wolfinbarger -Gilly, 2002;Zeithaml et al, 2002;Wolfinbarger -Gilly, 2003;Minocha et al 2005, Bauer et DOI: 10.14267/phd.2015030 al., 2005. Az elektronikus szolgáltatások minden olyan interaktív szolgáltatást tartalmaznak, amelyet az interneten közvetítenek a telekommunikáció, valamint az információs és a többcsatornás technológiák előnyeit használva (Sousa -Voss, 2006;Fassnacht -Koese, 2006).…”

Section: áBra: a Teljes Fogyasztói éLmény Kialakulása Online Környezeunclassified

“…a vásárlási előtti, alatti és utáni faktorok is befolyásolják (Minocha et al, 2005). Az elégedettség kialakulásával kapcsolatban a diszkonfirmációs paradigma központi helyet foglal el (Hoffmeister-Tóth et al, 2002), ahol az elégedettség/nem elégedettség az elvárások és a teljesítmény összehasonlítása alapján alakul ki.…”

Section: Az Elégedettség Mérése a Diszkonfirmációs Paradigmávalunclassified

A versenytársak csak egy kattintásra vannak. Az újravásárlási és továbbajánlási szándék alakulása különböző e-kereskedelmi kategóriákban

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Providing Value to Customers in E-Commerce Environments

Cited by 3 publications

References 0 publications

Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers

Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers

Are opinion leaders more satisfied? Results of a SEM model about the relationship between opinion leadership and online customer satisfaction

A versenytársak csak egy kattintásra vannak. Az újravásárlási és továbbajánlási szándék alakulása különböző e-kereskedelmi kategóriákban

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