Abstract:The continuous interaction between retailers and their consumers has fascinated researchers for more than 50 years and has spurred the development of many measurement instruments. While a number of shopper typologies have been proposed, these studies have tended to employ dissimilar measures, samples and retail formats. As a result, the comparability and generalizability of findings are problematic. Using a multi-method, multi-format approach, this study replicates and extends past research findings to provide… Show more
“…Likewise, it has been observed that this class of motivations may favour repeat visits to the establishment (Ganesh et al, 2007;Kim et al, 2007;Koufaris et al, 2001), the development of favourable attitudes towards online purchasing, as well as a greater purchase intent (see : Childers et al, 2001;Li et al, 2001). Furthermore, it should be considered that online consumers are inclined to use the internet in search of enjoyment by means of games, online chats, and other forms of entertainment (Swinyard and Smith, 2003).…”
Abstract:The potential of the web and of e-commerce systems to provide hedonic, non-functional value to online consumption experiences is known, as is the importance that consumers give to hedonic benefits. However, in the absence of a thorough approach and complete proposal, the hedonic aspects of online consumption (including its particular facet of shopping) remain only partially investigated. This study aims to analyse and exhaustively delimit the dimensional structure related to the hedonic motivations for online consumption. An in-depth literature review was carried out, permitting the proposal of an aprioristic base structure. Next, qualitative (focus groups and personal interviews) and quantitative methods (survey, exploratory and detailed confirmatory factor analyses) were sequentially applied in order to purify and ultimately validate a full structure (i.e., enduring involvement, visual appeal, 122 F.J. Martínez-López sensation seeking, escape, intrinsic enjoyment, hang out, socialise, self-expression and role shopping) and their respective measurement scales. These are original contributions to the extant knowledge relating to web-based consumer behaviour.
“…Likewise, it has been observed that this class of motivations may favour repeat visits to the establishment (Ganesh et al, 2007;Kim et al, 2007;Koufaris et al, 2001), the development of favourable attitudes towards online purchasing, as well as a greater purchase intent (see : Childers et al, 2001;Li et al, 2001). Furthermore, it should be considered that online consumers are inclined to use the internet in search of enjoyment by means of games, online chats, and other forms of entertainment (Swinyard and Smith, 2003).…”
Abstract:The potential of the web and of e-commerce systems to provide hedonic, non-functional value to online consumption experiences is known, as is the importance that consumers give to hedonic benefits. However, in the absence of a thorough approach and complete proposal, the hedonic aspects of online consumption (including its particular facet of shopping) remain only partially investigated. This study aims to analyse and exhaustively delimit the dimensional structure related to the hedonic motivations for online consumption. An in-depth literature review was carried out, permitting the proposal of an aprioristic base structure. Next, qualitative (focus groups and personal interviews) and quantitative methods (survey, exploratory and detailed confirmatory factor analyses) were sequentially applied in order to purify and ultimately validate a full structure (i.e., enduring involvement, visual appeal, 122 F.J. Martínez-López sensation seeking, escape, intrinsic enjoyment, hang out, socialise, self-expression and role shopping) and their respective measurement scales. These are original contributions to the extant knowledge relating to web-based consumer behaviour.
“…Resulta crucial que los responsables de acometer la gestión comercial tengan muy en cuenta esta satisfacción, ya que al constituir una respuesta afectiva a la valoración de atributos del establecimiento comercial -cuya síntesis genera la imagen del establecimiento comercial (Theodoridis y Chatzipanagiotou, 2009)-, los consumidores la utilizan para distinguir unos establecimientos de otros (e.g., Ganesh, Reynolds y Luckett, 2007;Gómez et al, 2004). Además, la satisfacción es un antecedente de las dimensiones críticas del marketing como lo son el compromiso (e.g., Johnson et al, 2001), la lealtad (e.g., Sivadas y Baker-Prewitt, 2000) o la retención de clientes (e.g., Rust y Zahorik, 1993).…”
Section: Marco Conceptualunclassified
“…Al respecto, Gómez et al (2004), Berné (2006) y Ganesh et al (2007), entre otros, identifican diversos atributos del establecimiento comercial que, utilizados adecuadamente por los comerciantes en sus estrategias de diferenciación, son susceptibles de influir positivamente en la satisfacción de los consumidores. Entre estos atributos, cabe mencionar la atención al cliente, aspecto que resulta de gran relevancia especialmente para aquellos grupos de consumidores que disfrutan llevando a cabo procesos de socialización durante el acto de compra (e.g., Tauber, 1972).…”
Section: Marco Conceptualunclassified
“…En estas variables, se solicitaba al cliente que asignara una puntuación en relación con la percepción que había obtenido respecto de diferentes atributos del establecimiento comercial en una escala de cinco puntos. Los enunciados de estas preguntas recogían los atributos más destacables identificados previamente en la literatura relevante (e.g., Frasquet y Mollá, 2000;Ganesh et al, 2007;Gómez et al, 2004). Por otro lado, el cuestionario incluía una pregunta orientada a medir el nivel de satisfacción que los clientes habían obtenido tras finalizar su experiencia de compra.…”
From the initial consideration of the store attributes that the marketing literature has identified as key in order that grocery retailers manage to design their differentiation strategies, this work identifies the main factors underlying the above mentioned attributes. The goal is to analyze which of these factors exert a bigger influence on the highest level of customer satisfaction. With this intention, we have examined a sample of 422 consumers who had carried out their purchase in different types of store formats in Spain, considering the influence of feature advertising on the clientele behavior. Interesting conclusions related to the aspects that most impact on the maximum level of customer satisfaction depending on the influence of feature advertising stem from this work.
“…Even if customer patronage behavior is surely not a new topic in service marketing literature (Tagashira and Minami, 2016) it is still considered a central strategy for being successful in service industries (Darian, Wiman, and Tucci, 2005;Ganesh, Reynolds and Luckett, 2007;Zolfagharian and Paswan, 2009). Moreover, it represents a major concern for managers because it enables them to identify and target those consumers most likely to purchase (Pan andZinkhan, 2006, Patney, 2010).…”
This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.
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