Retaining Customers With Shopping Convenience

Moeller, Sabine; Faßnacht, Martin; Ettinger, Andreas

doi:10.1080/15332660903344644

Cited by 42 publications

(34 citation statements)

References 34 publications

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“…Berry et al [12] and Seiders et al [18] extensively reviewed the literature on consumer convenience in a service economy and defined "service convenience" as consumers' time and effort perceptions related to buying or using a service. In the retail context, Moeller et al [19] investigated four dimensions of shopping convenience, decision, access, search, transaction, and after-sales convenience, and their impact on customer retention and loyalty. Beauchamp and Ponder [9] offered four components of convenience: access, search, transaction, and possession convenience, when considering the customer's perception of convenience in the online and traditional shopping environments.…”

Section: Conveniencementioning

confidence: 99%

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Phạm¹,

Tran²,

et al. 2018

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Electronic commerce (e-commerce) is an increasingly popular trend in modern economy concomitant with the development of the Internet. E-commerce has developed considerably, making Vietnam one of the fastest growing markets in the world. However, its growth rate has not matched its potential, leading to the question how online retailers could improve their practices and thus contribute to the sustainable development of emerging markets such as Vietnam. Therefore, with the goal of providing online retailers with many methods to improve their online shopping service, this study examined the direct and indirect influence of the dimensions of online shopping convenience on repurchase intention through customer-perceived value. A survey of 230 Vietnamese customers was conducted to test the theoretical model. A structural equation model was used for data analysis. The results determined that the five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post-purchase convenience. All dimensions have a direct impact on perceived value and repurchase intention. The results also show the important role of perceived value when a factor both directly influences repurchase intention and mediates the relationship between convenience and repurchase intention.

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Section: Conveniencementioning

confidence: 99%

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Phạm¹,

Tran²,

et al. 2018

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“…We adopt the formative operationalization, in keeping with Moeller et al (2009), and further operationalize service convenience and thus our dimensions model ( Figure 1) as a MIMIC model-meaning that the construct is measured redundantly by measuring the first order dimensions are formative, whereas the second order factor is reflective (Diamantopoulos et al, 2008). Following the logic of second-order models, with dimensions being part of the construct, we do not formulate hypotheses for this model.…”

Section: Conceptualization Of Service Conveniencementioning

confidence: 99%

“…proposed that service convenience is a multidimensional construct (Berry et al, 2002;Seiders et al, 2005Seiders et al, , 2007Colwell et al, 2008;Jiang et al, 2013;Moeller et al, 2009). In our dimensions model (Figure 1), we adopt this view and investigate the significance of each dimension of service convenience towards an overall one-dimensional service convenience construct.…”

Section: Framework and Hypothesesmentioning

confidence: 99%

“…Service convenience dimensions have been operationalized as reflective (Seiders et al, 2005, Jiang et al, 2013 as well as formative (Moeller et al, 2009). We adopt the formative operationalization, in keeping with Moeller et al (2009), and further operationalize service convenience and thus our dimensions model ( Figure 1) as a MIMIC model-meaning that the construct is measured redundantly by measuring the first order dimensions are formative, whereas the second order factor is reflective (Diamantopoulos et al, 2008).…”

Section: Conceptualization Of Service Conveniencementioning

confidence: 99%

“…Subsequently, service convenience dimensions have been shown to influence such outcome variables as satisfaction, repurchase visits/spending, and referral (see Seiders et al, 2005;Seiders et al, 2007), repurchase intentions in an online shopping context (Jiang et al, 2013), share of wallet, share of visits, and exit intention (Moeller et al, 2009), and loyalty (Kaura et al, 2015). We too consider service convenience as a multidimensional construct, and contribute to the literature by testing how these individual convenience dimensions contribute to the overall perception of service convenience.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Linking service convenience to satisfaction: dimensions and key moderators

Benoit

Klose

Ettinger³

2017

JSM

Self Cite

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Structured abstract:Purpose: Demand for service convenience, defined as a consumer's perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Prior research notes the significance of service convenience, but the importance of different dimensions of service convenience as well as the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed.Design/methodology/approach: Two models are developed and tested: 1) a multidimensional model of service convenience with a formative measure of five service convenience dimensions: decision, access, search, transaction, and after-sales convenience; and 2) a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size, income) that affect the link between service convenience and satisfaction.Findings: This study reveals that search convenience, followed by transaction and decision convenience, exerts the greatest influence on the perception of overall service convenience. In addition, those who value service convenience most are high-income, time-pressed consumers in smaller households who experience low shopping enjoyment.

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The marketing firm: Retailer and consumer contingencies

Larsen¹,

Sigurðsson

Breivik³

et al. 2019

Manage Decis Econ

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Efficiency has emerged as an important consumer value and thus has increased the importance of the in‐store search as one facet of consumer transaction costs. This paper contributes to the development of a marketing theory of the firm by analyzing the consumers' in‐store efficiency ratios and the retailers' natural sources of resistance to offer efficiency to all of their customers. We propose new behavioral metrics for consumer transaction costs. Our data from the behavioral tracking of 497 complete shopping trips reveal more transaction costs for quick shopping trips than for regular shopping trips, which demonstrates friction between retail and consumer transaction costs for quick trips.

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Retaining Customers With Shopping Convenience

Cited by 42 publications

References 34 publications

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Linking service convenience to satisfaction: dimensions and key moderators

The marketing firm: Retailer and consumer contingencies

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