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Journal articles on the topic 'Online consumer experiences'
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Lee, Chi-Hsun, and Jyh Jeng Wu. "Consumer online flow experience." Industrial Management & Data Systems 117, no. 10 (2017): 2452–67. http://dx.doi.org/10.1108/imds-11-2016-0500.
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Purpose The purpose of this paper is to investigate the consumer experience of flow in an online consumer shopping environment and use online consumer participants to examine how consumer pursuit of shopping value links in turn affects their satisfaction and unplanned purchase behavior. Design/methodology/approach The research model was tested using the data collected from 363 valid questionnaires. Structural equation modeling was employed to verify and validate the research model. Findings The results of this study show that perceived control of flow and concentration will positively affect consumer utilitarian value, while concentration and cognitive enjoyment will positively affect hedonic value. Further, the effect of utilitarian value on satisfaction is greater than that of hedonic value. Finally, hedonic value positively affects unplanned buying behavior. This research results may serve as a reference for online store operators. Research limitations/implications This study used cross-sectional data for its cause and effect analysis. Long-term conclusions based on this study are not possible. Future scholars may consider using a longitudinal approach. Practical implications The results of this study clearly demonstrate that e-commerce operators must construct environments that create flow experiences for shoppers by increasing their perceived control, concentration, and cognitive enjoyment. Doing so will create both utilitarian and hedonic values, making consumers feel satisfied with their shopping experience and leading them to make purchases not originally planned in their shopping list. Originality/value This study’s major contribution is its successful linkage of the dimensions of flow experience to purchase values. Moreover, it confirms that when online shoppers have an unselfconscious flow experience, they will experience both utilitarian and hedonic values, thus increasing their satisfaction.
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Manchaiah, Vinaya, Rebecca J. Bennett, Pierre Ratinaud, and De Wet Swanepoel. "Experiences With Hearing Health Care Services: What Can We Learn From Online Consumer Reviews?" American Journal of Audiology 30, no. 3 (2021): 745–54. http://dx.doi.org/10.1044/2021_aja-21-00041.
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Objective The aim of this study was to examine experiences of hearing health care services as described in online consumer reviews. Design This study used a cross-sectional design. Online consumer reviews about hearing health care services generated from Google.com to an open-ended question “Share details of your own experience at this place” and perceived overall experience (indicated on a 5-point rating scale: “very good” to “very poor”) were extracted from 40 different cities across the United States. The open text contributed a text corpus of 9,622 unique consumer reviews. These responses were analyzed with the cluster analysis approach using an open-source automated text analysis software program, IRaMuTeQ, to identify key themes. Association between clusters and consumer experience ratings as well as consumer metadata (percentage of older adults in the city, region) were examined using the chi-square analysis. Results The majority of consumers appeared satisfied with their hearing health care services, with nearly 95% of consumers reporting “very good” and “good” on the global experience scale. The analysis of text responses resulted in seven clusters within two domains. Domain 1 (Clinical Processes) included the three clusters: administration processes, perceived benefits, and device acquisition. Domain 2 (Staff and Service Interactions) included the four clusters: clinician communications, staff professionalism , customer service, and provider satisfaction . Content relating to administration processes was associated with overall rating regarding the hearing health care service experience. Consumer's reviews relating to administration processes mostly described negative experiences, and these participants were more inclined to provide poorer overall experience ratings. In addition, city characteristics (i.e., percentage of older adults, region) had bearing toward what elements of hearing health care services are highlighted more in the consumer reviews. Conclusions Consumers comment on a variety of elements when describing their experiences with hearing health care services. Experiences reported in most clusters were generally positive, although some concerns in the “clinical process” are associated with lower satisfaction. Employing patient-centered strategies and ensuring patients have good experiences in the areas of concern may help improve both patient experience and their satisfaction. Supplemental Material https://doi.org/10.23641/asha.16455924
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Wu, Shwu-Ing, and Hsin-Ti Tsai. "A Comparison of the Online Shopping Behavior Patterns of Consumer Groups with Different Online Shopping Experiences." International Journal of Marketing Studies 9, no. 3 (2017): 24. http://dx.doi.org/10.5539/ijms.v9n3p24.
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The appearance of Internet does not only bring changes to consumption patterns, but also to the business modes of companies, as a result of which Internet has become a perfect sales channel. When a consumer shops online, s/he might be influenced by a huge variety of factors. In this study, ABC model of attitude was adopted to investigate empirically the influences of website characteristics and external stimulus on consumers’ online shopping behavior. A relationship model was also established to compare the differences of consumer groups with different online shopping experiences.Using convenience sampling, a total of 818 valid questionnaires were collected for the purpose of this study. Based on their online shopping experiences, consumers were divided into high frequency and low frequency groups in order to compare their consumption patterns as a group. According to the results, the two groups with different online shopping experiences were significantly different in three relational paths. To be specific: (1) Compared to the low frequency group, consumers in the high frequency group is more significantly positively influenced by website characteristics along the affection path during their online shopping. (2) Compared to the high frequency group, consumers in the low frequency group are more significantly positively influenced by website characteristics along the attitude path during their online shopping. (3) Compared with the low frequency group, a more significant positive influence is found among consumers in the high frequency group between consumer affection and consumer behavior path. These differences in the consumer behavior patterns of groups with different online shopping experiences according to the research results, therefore, could be used as references for online shopping business owners in their formulation of strategies.
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Lim, Weng Marc. "Understanding the Influence of Online Flow Elements on Hedonic and Utilitarian Online Shopping Experiences: A Case of Online Group Buying." Journal of Information Systems 28, no. 2 (2014): 287–306. http://dx.doi.org/10.2308/isys-50773.
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ABSTRACT This study aims to understand the relationship between online flow elements and hedonic and utilitarian online shopping experiences and the influence of these experiences on consumer behavioral intentions. The study, which uses online group buying as a research context, is premised on the marketing perspective of online consumer behavior and the information systems perspective of human-computer interactions with online interfaces. Data were obtained through a mall-intercept systematic sampling distribution of questionnaires, and analyzed using structural equation modeling. The results indicate that online flow elements (arousal, challenge, time distortion, control, interactivity, and skill) are positively related to online shopping experiences (hedonic and utilitarian), which in turn are positively related to online group buying (or purchase) intention. All relationships were significant except that between telepresence and hedonic online shopping experience and that between importance and utilitarian online shopping experience. The implications of the findings and future research directions are discussed.
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H.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh, and Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet." Internet Research 24, no. 5 (2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.
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Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
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Coombes, Philip H., and Scott Jones. "Toward auto-netnography in consumer studies." International Journal of Market Research 62, no. 6 (2020): 658–65. http://dx.doi.org/10.1177/1470785320923502.
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The purpose of this article is to offer an argument for a wider acceptance and adoption of online auto-ethnography—or auto-netnography as an alternative social media research method to online ethnography—or netnography—when undertaking consumer research. As an online research method, netnographies have attracted increasing attention from researchers in various inter-disciplinary studies during recent years, but the method is still not considered mainstream. While the proliferation of online communities using various social media platforms is increasingly supporting consumers when making product/service choices, the adoption of netnographies appears to leave room for an extension toward the consideration by consumer researchers of how auto-netnography could highlight these researchers’ own personal experiences in online communities. Auto-netnography allows the researcher to capture their own online experiences as a consumer would through social observation, reflexive note-taking, and other forms of data. Contemporary technology can also provide a more innovative approach with artificial intelligence offering an alternative dimension. We contend there is a need for consumer researchers—both academic and practitioner—to further reflect on and discuss the deployment of auto-netnography to contribute to further exploration of online communities through the qualitative lens.
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Kim, En-Gir, and Se-Hak Chun. "Analyzing Online Car Reviews Using Text Mining." Sustainability 11, no. 6 (2019): 1611. http://dx.doi.org/10.3390/su11061611.
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Consumer reviews on the web have rapidly become an important information source through which consumers can share their experiences and opinions about products and services. It is a form of text-based communication that provides new possibilities and opens vast perspectives in terms of marketing. Reading consumer reviews gives marketers an opportunity to eavesdrop on their own consumers. This paper examines consumer reviews of three different competitive automobile brands and analyzes the advantages and disadvantages of each vehicle using text mining and association rule methods. The data were collected from an online resource for automotive information, Edmunds.com, with a scraping tool “ParseHub” and then processed in R software for statistical computing and graphics. The paper provides detailed insights into the superior and problematic sides of each brand and into consumers’ perceptions of automobiles and highlights differences between satisfied and unsatisfied groups regarding the best and worst features of the brands.
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Steils, Nadia, Alain Decrop, and Dominique Crié. "An exploration into consumers’ e-learning strategies." Journal of Consumer Marketing 36, no. 2 (2019): 276–87. http://dx.doi.org/10.1108/jcm-05-2017-2215.
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Purpose As traditional paper manuals and step-by-step instructions have shown to discourage new product learning because of a lack of exploration, the purpose of this paper is to investigate consumer learning from an online and andragogical, that is, adult learning, perspective by identifying relevant consumer e-learning processes in new product learning. Design/methodology/approach This paper uses thematic and trace analyses on a multi-method data collection, that is, extant e-learning courses, in-depth interviews and non-participant observations. Findings Emerging findings give light on customized, interactive and iterative e-learning processes depending on consumers’ previous experiences, their learning orientation as adult learners and the characteristics of the online environment. Results provide evidence for the existence of three learning strategies and show how the online environment comes shifting traditional consumer learning paradigms. Originality/value This paper contributes to the literature on consumer behavior on two levels. First, the findings highlight the importance of taking an andragogical standpoint to provide a more nuanced and realistic view on consumers’ learning processes in new product learning. Second, the results show how the exploration and interactivity provided by the online environment present beneficial prerequisites for effective consumer learning. More than just being an alternative, online learning is complementary to offline modes of learning to improve consumers’ overall learning experience.
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Orús, Carlos, Raquel Gurrea, and Sergio Ibáñez-Sánchez. "The impact of consumers’ positive online recommendations on the omnichannel webrooming experience." Spanish Journal of Marketing - ESIC 23, no. 3 (2019): 397–414. http://dx.doi.org/10.1108/sjme-08-2019-0067.
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Purpose This purpose of this paper is to analyze how consumers’ online recommendations affect the omnichannel webrooming experience based on the internet, physical and mobile channels. Design/methodology/approach Two experimental studies are implemented. Study 1 analyzes the impact of an online review on the physical interaction with the product. Study 2 modifies the moment of receiving the online recommendation and its social tie. Findings Webrooming improves the shopping experience. Online recommendations from anonymous customers increase confidence in the product’s adequacy, although this effect depends on the moment of receiving the recommendation and the level of confidence before interacting physically with the product. Friend recommendations reinforce preferences regardless of previous online experiences. Research limitations/implications This research examines the effects of different types of online recommendations on offline shopping experiences, choice and confidence. Confidence is stressed as a key variable in omnichannel behavior. Practical implications The findings offer practical value for electronic word-of-mouth marketing, omnichannel marketing, as well as online and physical channel management. Originality/value This is one of the first studies that examine the impact of online consumer recommendations on shopping experiences combining online, mobile and physical channels. The results reveal the importance of recommendations’ source and moment of reception for determining consumers’ preferences, choice and confidence.
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Sanjay K. Jain and Manika Jain. "Exploring Impact of Consumer and Product Characteristics on E-Commerce Adoption: A Study of Consumers in India." Journal of Technology Management for Growing Economies 2, no. 2 (2011): 35–64. http://dx.doi.org/10.15415/jtmge.2011.22009.
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The paper aims at examining the impact of various consumer and product characteristics on adoption of e-commerce among consumers in India. The study is based on primary data collected through survey of consumers residing in and around Delhi. A structured non- disguised questionnaire has been employed for collecting the information from the respondents about their demographics, shopping orientations, security and privacy concerns, technological familiarity, past online shopping experiences and intentions to buy various types of products through internet in future. Past online shopping satisfaction, recreational shopping orientation, education and income emerge as significant factors affecting consumer past online purchases. In respect of future online shopping intentions, only three consumer-related factors viz., past online shopping satisfaction, past online shopping frequency and education, are found as significant predictors. Amongst product characteristics, product expensiveness is found to be negatively related to consumer future online purchase intentions. While consumers appear quite willing to buy services online that are high in their intangible value proposition, they appear somewhat ambivalent in their intentions to buy online the 'frequently purchased products'. Some of the consumer and product characteristics do influence consumer adoption of e-commerce. Study findings entail interesting implications for the marketers. They need to give adequate attention to consumer and product characteristics while designing their e-marketing strategies. As compared to goods, the surveyed respondents have expressed greater willingness to buy services online in future. Services thus appear to be more promising product category for sale through internet channel in future.
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Singh, Reema, and Magnus Söderlund. "Extending the experience construct: an examination of online grocery shopping." European Journal of Marketing 54, no. 10 (2020): 2419–46. http://dx.doi.org/10.1108/ejm-06-2019-0536.
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Purpose This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping. Design/methodology/approach A mixed-methods approach was used; linguistic inquiry and the word count (LIWC) method captured qualitative aspects of consumers’ grocery shopping experience, whereas partial least square-structure equation modeling tested hypotheses regarding antecedents to consumers’ overall online grocery shopping experience. Findings The PLS-based analysis confirmed the qualitative insights, establishing the significance of customer service, which accounted for 68% variance in the overall experience and 42% variance in customer satisfaction, along with other experience antecedents such as website, product and delivery. Research limitations/implications Future researchers could further analyze experience as a dynamic process focusing on consumer and retailer brand-focused constructs, specifically focusing on creating a holistic understanding of customer service that establishes coherence between retailers’ marketing values and their customer service. Practical implications Managers should acknowledge the importance of customer service in creating a satisfying customer experience, and they should respond to consumer concerns, resulting in enhanced brand-related experience. Originality/value Responding to the call for a better understanding of customer service, this study brings out the challenges online grocery shoppers are facing in terms of customer service and empirically establishes customer service as a key driver of customer experience, thereby extending the earlier work on customer service and online customer experience.
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Sheehan, Daniel, David M. Hardesty, Alexander H. Ziegler, and Haipeng (Allan) Chen. "Consumer reactions to price discounts across online shopping experiences." Journal of Retailing and Consumer Services 51 (November 2019): 129–38. http://dx.doi.org/10.1016/j.jretconser.2019.06.001.
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Huang, Tseng-Lung, Shane Mathews, and Cindy Yunhsin Chou. "Enhancing online rapport experience via augmented reality." Journal of Services Marketing 33, no. 7 (2019): 851–65. http://dx.doi.org/10.1108/jsm-12-2018-0366.
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Purpose The purpose of this study is to draws on self-determination and self-evaluation theories to examine the psychological factors impacted by augmented reality (AR) services, an augmented reality try-on system. This study highlights three characteristics of modality, synchronous sense or ownership and re-processability within an AR try-on experiences as well as the moderating effects of consumers’ body surveillance and fashion consciousness. Design/methodology/approach Using a scenario survey approach, this study designs characteristics of an AR try-on system to examine the research model and the hypotheses. A total of 207 responses are collected and analysed using the SmartPLS 3 statistical software. Findings The results show that modality, synchronous sense of ownership control and re-processability of AR try-on system positively affect consumer’s rapport experience. Both body surveillance and fashion consciousness significantly moderate the effects of AR try-on service system characteristics on consumer rapport experience. Research limitations/implications This study highlights the importance of understanding the implications of the evolution of cyborg consumerism where consumer technology interface systems such as AR, as a source of technologically mediated modality, become part of the consumer’s body, an extension of their body if you will. Practical implications Based on the study findings, marketing managers can understand how to better use AR to implement digital promotional strategies for various body-involvement products. Originality/value Using immersive technologies, this study shows that AR allows a consumer see an authentic self and tangible extension of their physical self in an online shopping setting, thus enhancing a consumer’s online shopping experience.
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Choi, Hanna, and Shinae Ahn. "Classifications, Changes, and Challenges of Online Health Information Seekers during COVID-19." International Journal of Environmental Research and Public Health 18, no. 18 (2021): 9495. http://dx.doi.org/10.3390/ijerph18189495.
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Objectives: The purpose of this study was to explore consumers’ experiences before and during the COVID-19 outbreak to improve public health by providing effective consumer health information. Methods: Interviews were conducted with 20 health information consumers who were 18 or older until data saturation was reached. The selected participants were among users of the Korean National Health Insurance Service (NHIS). The data were collected before the COVID-19 outbreak (September 2014) and during the COVID-19 outbreak (October 2020) to describe experiences and changes before and during the pandemic. Data were analyzed according to the qualitative content analysis method. Results: As a result, 3 main domains and 10 subdomains were derived from classifications, changes, and challenges of online health information seekers. Conclusions: The findings of this study guide the understanding of health information seekers for the development of consumer-tailored health information systems.
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Oliveira, Cristina, Ana Brochado, Sérgio Moro, and Paulo Rita. "Consumer perception of tourist experience through online reviews." Worldwide Hospitality and Tourism Themes 11, no. 6 (2019): 696–717. http://dx.doi.org/10.1108/whatt-09-2019-0052.
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Purpose Overall, there is a lack of research using online reviews as a proxy of customer experience when addressing the study of tourism in island destinations. Design/methodology/approach The current investigation aims to fill this gap by focussing on an African small island developing states, i.e. Cape Verde. This paper reports of tourist reviews extracted from TripAdvisor from “two islands of the senses” as coined by this archipelago’s national tourism organization, specifically Santo Antão and Fogo islands. The data analysis was performed through Leximancer software to generate concepts out of words, followed by themes. Findings The present research focussed on experiences in island tourism to identify their main dimensions based on visitors’ narratives in online reviews. The obtained results are of potential value to the literature by contributing to a better understanding of tourist experience in the context of tourism in islands in an understudied country, Cape Verde. Originality/value Results are presented and object of discussion vis-à-vis scientific literature and conclusions put forward in this journal paper.
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Jeon, Yun-kyung, Daeh-wan Kim, Seung-jin Han, Yi-han Huang, and Jin-jae Kim. "How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences." Sustainability 13, no. 11 (2021): 6414. http://dx.doi.org/10.3390/su13116414.
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The purpose of the current study was to investigate the structural relationship between the servicescape, the emotional experience, space flow, satisfaction, and consumer loyalty in the context of sport fitness centers. Furthermore, the present study aimed to examine the moderating role of knowledge acquisition motivation in the effect of the servicescape on the emotional experience and space flow. For these research purposes, a survey study targeting 400 consumers of sport fitness centers was conducted via online and offline survey platforms in South Korea. After deleting 16 incomplete cases, 384 cases were included in the final data analysis. The results of latent moderated equations modeling (LMS) showed that the servicescape directly enhances the emotional experience and space flow. Also, it indirectly affects consumer loyalty via the emotional experience, space flow, and consumer satisfaction. Meanwhile, knowledge acquisition motivation was found to moderate the effect of the servicescape on space flow. The present study has several theoretical implications. First, the current study illuminates the process mechanism of the effect of the servicescape in sport fitness centers on consumer loyalty. Second, the present study empirically shows different patterns of consumer experiences and decision-making depending on consumption motivation. Based on the results, sport fitness center managers should not only pay more attention to the convenience of their servicescape but they should also design service environments maximizing consumers′ emotional experiences. Additionally, the results imply that assigning exercise beginners to an attractive physical environment is an effective strategy, because they are more likely to evaluate their experiences based on the perceived servicescape.
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Wang, Ye, and Erin Willis. "Supporting self-efficacy through interactive discussion in online communities of weight loss." Journal of Health Psychology 23, no. 10 (2016): 1309–20. http://dx.doi.org/10.1177/1359105316653264.
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By conducting a content analysis of online communities connected by the Weight Watchers’ online message boards, this study examined the relationship between conversational interactivity and consumer-generated content about consumer health information, self-efficacious content, and experiences with dieting and physical activities. The results showed that discussion about successful experiences with weight loss tended to be more interactive. Discussion about consumer health information tended to be non-interactive. The findings suggest that online communities generate social support through interactive discussion about successful experiences, and the interactive discussion, in return, sustains active participation in the community.
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Sotiriadis, Marios D. "Sharing tourism experiences in social media." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 179–225. http://dx.doi.org/10.1108/ijchm-05-2016-0300.
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Purpose The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior brought about by the use of social media (SM); and to suggest a set of strategies for tourism businesses to seize opportunities and deal with resulting challenges. Design/methodology/approach A volume of 146 peer-reviewed journal articles were retrieved from two major databases. Content analysis of this academic research has been performed, exploring the effects of online reviews on tourism consumers and providers. Findings The content analysis identified three main research themes that were investigated by scholars and classified into two major categories, namely, consumer perspective and provider perspective: the antecedents (factors motivating and influencing tourists); the influence of online reviews on consumer behaviour; and the impact of these reviews on tourism businesses (providers’ perspective). Research limitations/implications This study is based on a literature review and outcomes reported by previous studies; hence, the suggestions are indicative rather than conclusive. Some publication sources were not included. Practical implications This paper suggests a range of adequate strategies, along with operational actions, formulated for industry practitioners in the fields of management and marketing. Originality/value It provides an update of the state of published academic research into SM and an integrated set of management and marketing strategies for tourism providers in seizing the opportunities and dealing with the challenges raised in a digital context.
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Balogh, Zita, and Katalin Mészáros. "Consumer Perceived Risk by Online Purchasing: The Experiences in Hungary." Naše gospodarstvo/Our economy 66, no. 3 (2020): 14–21. http://dx.doi.org/10.2478/ngoe-2020-0014.
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AbstractThe aim of this paper is to identify and categorize the perceived risks that Hungarian consumers connect with online purchasing. The research is based on empirical data collected via a questionnaire and analysed with statistical software. The applied exploratory factor analysis identified five risk categories connected to online purchasing: perceived after-sale risk, perceived data security risk, perceived delivery risk, and perceived product risk. The fifth risk factor seems the most characteristic to Hungarian customers, who are wary of the possibility of online vendors selling fake products on the Internet. The results offer valuable information to companies engaged in online vending concerning the risk factors Hungarian consumers associate with online shopping. One limitation of this study is that it does not evaluate risk-reducing strategies.
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Bilgihan, Anil, Jay Kandampully, and Tingting (Christina) Zhang. "Towards a unified customer experience in online shopping environments." International Journal of Quality and Service Sciences 8, no. 1 (2016): 102–19. http://dx.doi.org/10.1108/ijqss-07-2015-0054.
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Purpose – New developments in e-commerce and m-commerce technologies along with the wide adoption of mobile devices and social media have enabled companies to enhance customers’ shopping experiences and their interaction with brands anytime, anywhere. The purpose of this paper is to develop a theoretical model for a unified online customer experience by drawing from related literature on consumer behavior in the online contexts. Design/methodology/approach – By synthesizing extant consumer behavior and e-commerce literature, this paper seeks further understanding of online customer experience and offers strategies for e-commerce marketers and Web site designers. Findings – The findings of this paper indicate that easiness to locate the Web site/app, ease of use, perceived usefulness, hedonic and utilitarian features, perceived enjoyment, personalization, social interactions and multi-device compatibility are the antecedents of the unified online customer experience. Brand engagement, positive word of mouth (WOM) and repeat purchase are the outcomes of compelling online customer experience. Practical implications – A significant amount of potential revenue is lost globally due to poor online customer experiences, resulting in e-commerce not reach its potential. E-commerce companies should “hook” customers by providing compelling online experiences. Originality/value – Given that customer’s experience has become one of the most important and competitive outcome variable for contemporary companies, the results will benefit e-commerce marketers and Web site designers.
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Liao, Tze-Hsien, and Ching-Jui Keng. "Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences." Computers in Human Behavior 29, no. 4 (2013): 1849–61. http://dx.doi.org/10.1016/j.chb.2013.03.004.
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Liao, Tze-Hsien. "Online shopping post-payment dissonance: Dissonance reduction strategy using online consumer social experiences." International Journal of Information Management 37, no. 6 (2017): 520–38. http://dx.doi.org/10.1016/j.ijinfomgt.2017.03.006.
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Barnet, Katherine, and Sharmila Pixy Ferris. "Brand Loyalty and Online Brand Communities." International Journal of Online Marketing 6, no. 3 (2016): 50–61. http://dx.doi.org/10.4018/ijom.2016070104.
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This research explores the use of the online social media network Pinterest in brand-to-consumer engagement and brand loyalty. The basis of the study was formed upon previous research on brand loyalty, online brand communities, brand experiences, and emotional connections to brands. Brand loyalty is defined in this study as pins, likes, or comments on a post by one of three food brands: Cooking Light, Food Network, and Kraft Foods. Content analyses were conducted over a two-week period to observe the number and types of posts by the three brands and the interaction with their Pinterest followers. It was found that consumers who engage with brands on social networks sites, such as Pinterest, do have positive brand experiences, which has been previously linked to increased brand loyalty.
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Wang, Xueqin, Kum Fai Yuen, Yiik Diew Wong, and Chee-Chong Teo. "Consumer participation in last-mile logistics service: an investigation on cognitions and affects." International Journal of Physical Distribution & Logistics Management 49, no. 2 (2019): 217–38. http://dx.doi.org/10.1108/ijpdlm-12-2017-0372.
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Purpose Increasingly, the logistics industry offers innovative solutions that interact with end-consumers directly. The purpose of this paper is to examine the consumer participation behaviour in co-creating logistics service values, using self-collection via automated parcel station as an example. Built on the synthesised insights from logistics studies and behavioural theories on consumers’ attitude and affect, the effect of cognitions (what consumers think) and affects (what consumers feel) are investigated. Design/methodology/approach A total of 500 valid responses are collected from an online panel of respondents and the data are analysed using exploratory factor analysis and structural equation modelling. Findings Consumers’ affects towards participation are stronger motivations that not only intrinsically motivate consumers to participate but also exert an indirect influence via consumers’ cognitions. Practical implications To elicit consumers’ affections, it is critical to create enjoyable (enjoyment), assuring (assurance) and secure (security) service experiences. On the other hand, an overly straightforward service offering (in terms of cognitive functionality), void of the aforementioned experiences, may discourage consumers from participation. Originality/value This research unveils consumer participation in co-creating logistics service values, contributing to studies on the emerging phenomenon of consumer logistics. A rebalancing of the logistics research from a utility-creation perspective to an experience-creation perspective has been advocated.
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Alavi, Shirin, and Vandana Ahuja. "E-Commerce in a Web 2.0 World." International Journal of Online Marketing 3, no. 2 (2013): 38–55. http://dx.doi.org/10.4018/ijom.2013040103.
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This paper details the usage of online communities to influence consumer price sensitivity for expensive, medium, and low cost products by formulating a research instrument, which is accomplished through an extensive literature review of price effects prevalent in the online domain. The research study further examines the impact of reference price effect, difficult comparison effect, price quality effect, and switching cost effect on consumer price sensitivity and proceeds to segment consumers into groups which demonstrate similar characteristics. Organisations benefit by identifying the strategically significant consumers in each category and target them appropriately rather than investing in a blanket promotion program. The objective is to enable organisations to identify consumers demonstrating future profit or relationship potential and devise strategies to impact price sensitivity by responding to price search intentions, improving product perceptions, improving consumer experiences, informing consumers about new schemes, and improving product perceived value. Most valuable consumers are those who depict consistent behaviour across all three product typologies. Valuable consumers identified through a customer portfolio analysis can be leveraged by hosting appropriate content in an online business community and subsequently using customers engaged through business online communities as important sources of competitive advantage. Due to these benefits, online business communities may generate more profitable sales than transactional marketing methods.
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Vermeer, Yvette, Joeke van Santen, Georgina Charlesworth, and Paul Higgs. "People with dementia and carers online discussing surveillance." Journal of Enabling Technologies 14, no. 1 (2020): 55–70. http://dx.doi.org/10.1108/jet-07-2019-0032.
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Purpose This paper aims to interrogate online comments from consumers with dementia and family carers on surveillance technology products used by or for people with dementia. Design/methodology/approach A naturalistic, observational study of qualitative posts (N = 120) by people with dementia (n = 7) and family carers (n = 38) to discussion threads on surveillance technology (ST), hosted by an online dementia support forum in the Netherlands. Kozinet’s (2002) typology was used to describe respondent characteristics, and comments on features of ST products were analysed within a pre-existing framework. Findings Forum users were mainly “tourists” interested in ST, with some “insiders” interested in sharing experiences of ST use. They expressed a lack of trust in information from marketers and providers to the experience of being provided with poor information. Consumer-to-consumer comments on products triangulated with previous face-to-face qualitative studies. Carers prioritised “peace of mind” through location monitoring. In contrast, people with dementia prioritised user-friendliness (simple, with capability and compatible with daily routines). Practical implications Using online discussions of ST products provides a rapid approach to understanding current consumer needs and preferences in the ever-changing world of technology. Originality/value No previous study is known to have explored the views of carers and people with dementia in online discussions about ST.
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Chang, Shu-Hao, Wen-Hai Chih, Dah-Kwei Liou, and Yu-Ting Yang. "The mediation of cognitive attitude for online shopping." Information Technology & People 29, no. 3 (2016): 618–46. http://dx.doi.org/10.1108/itp-08-2014-0172.
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Purpose – The purpose of this paper is to explore the relationships among intrinsic motivation, extrinsic motivation, flow, cognitive attitudes, perceived satisfaction, and purchase intention of consumers’ online shopping from a cognitive attitudes perspective. This study collected data from consumers having bought goods on the e-shopping platform. Design/methodology/approach – This study adopted online questionnaire through my3q (www.my3q.com) for data collection. This research collected and analyzed 866 samples by using the structural equation modeling for validation of the proposed model. Findings – The results indicated that hedonic value, utilitarian value, security, and privacy significantly affected cognitive attitudes (i.e. cognitive trust and perceived risk). Cognitive attitudes significantly affected perceived satisfaction and purchase intention, respectively. Flow significantly and positively influenced cognitive trust and purchase intentions, respectively. Cognitive trust is the mediators between motivations/flow and perceived satisfaction/purchase intention. Research limitations/implications – Both of intrinsic motivation and extrinsic motivation can reflect the cognitive and conscious plan of an individual for a particular task. The cognitive trust and perceived risk are partial mediator and full mediator in the model, respectively. Hedonic value, utilitarian value, security, privacy, and flow all affect the individual’s perceived satisfaction and purchase intention through cognitive trust and perceived risk in the context of online shopping. Cognitive trust is a full mediator of the effects of privacy on purchase intention. It indicates that consumers must fully trust the website to ensure that the information provided by consumers in the transaction will not spread out for the protection of personal privacy. Practical implications – This study aimed to assist the marketing personnel of the EC industry to examine the key influential factors of consumers’ purchase satisfactions and purchase intentions. The results of this study indicated that cognitive trust is the foundation for gaining and retaining customers. The classification of consumer motivations facilitates the understanding of consumers’ demands and accurate interpretation of consumers’ needs. The main influential factor of cognitive trust is utilitarian value. Therefore, this study states that the primary intrinsic motivation of online shopping for most consumers is utilitarian value (e.g. saving time, the cost of searching for the appropriate products, and increasing purchasing efficiency). Social implications – Websites should strengthen the quality and quantity of product information. In addition, websites should provide a dynamic presentation of the product by presenting in various forms (multimedia and text description) about product-related information in order to increase consumers’ hedonic value. For the aspects of security and privacy, websites should provide consumers with reliable safety features, such as secure socket layer or digital signature, smooth communication channel (specific phone services and e-mail address), and consumer’s privacy statements. Finally, web design should meet with the consumer experience model in order to make the website easy to use and order the purchase from the website directly. Websites should also increase the fluency and positive experience of consumers and improve the interaction of a website. Meanwhile, websites need to feedback the consumer problem instantly and provide customized information in order to increase the chance of interaction between the consumers and the website. Originality/value – Relevant studies have explored online shopping from various perspectives, but few studies have examined consumers’ cognitive attitudes toward websites from the consumer motivation perspective. Thus, this study focussed on the influences of consumers’ intrinsic and extrinsic motivations (e.g. hedonic value, utilitarian value, security, and privacy) on their cognitive attitudes toward websites. In addition, with the rapid development of the internet in recent years, internet users’ online flow experiences have gained increased attention. The creation of attractive consumption conditions is vital for website managers to provide consumers with flow experiences. Therefore, this study included consumers’ flow in the proposed model.
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AVCILAR, Mutlu Yuksel, and Tufan OZSOY. "Determining the Effects of Perceived Utilitarian and Hedonic Value on Online Shopping Intentions." International Journal of Marketing Studies 7, no. 6 (2015): 27. http://dx.doi.org/10.5539/ijms.v7n6p27.
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<p>In today’s digital world, the Internet is having vigorous and transformational effects on consumer’s behavior. Over the past ten years, consumers all over the world have increasingly used the Internet as an efficient medium in their shopping experience. Online retailers are trying to influence consumers shopping attitude and behavior by creating renewed shopping experiences in order to sustain their business under the catastrophic destructive competition among online and offline retailers. In the catastrophic destructive rivalry environment, it is vital for retailers to understand online consumers’ beliefs, attitudes, shopping intentions and behavior toward online shopping. Therefore, this study was designated to clarify consumers’ online shopping intentions within the online shopping environment. This study extends the technology acceptance model (TAM) and consumer perceived value theory.</p><p>In the data gathering process, we used convenience sampling and face-to-face interviews techniques. The 400 valid questionnaires were gathered from the Internet shoppers who voluntarily participated with in our research in Osmaniye, Turkey. In order to test the research model, we used Partial Least Squares (PLS-PM) analysis method. The analysis results provide strong support for the research model. Particularly, perceived usefulness, hedonic value, and online shopping satisfaction dimensions have statistically positive effect on online shopping intentions. The findings suggest that perceived usefulness and positive online shopping attitude plays a significant role in increasing both perceived utilitarian and hedonic online shopping value. In addition, online shopping satisfaction and hedonic value have a significant effect on consumer online shopping intentions. Finally, analysis results give some useful insights into the consumers’ online shopping intentions.</p>
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Mayer, Robert N. "Shopping from a List: International Studies of Consumer Online Experiences." Journal of Consumer Affairs 36, no. 1 (2002): 115–26. http://dx.doi.org/10.1111/j.1745-6606.2002.tb00423.x.
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Gilly, Mary C., and Mary Wolfinbarger. "A comparison of consumer experiences with online and offline shopping." Consumption Markets & Culture 4, no. 2 (2000): 187–205. http://dx.doi.org/10.1080/10253866.2000.9670355.
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Rodas-Areiza, Jairo Antonio, and Luz Alexandra Montoya-Restrepo. "Methodological proposal for the analysis and measurement of sensory marketing integrated to the consumer experience." DYNA 85, no. 207 (2018): 54–59. http://dx.doi.org/10.15446/dyna.v85n207.71937.
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Purpose - Through a literature review, evidence was found of the importance of sensory stimulation related to consumer experience processes, when analyzed together with variables of another nature.Design / Methodology - Traditional market research techniques and neuromarketing tools were used. Regarding traditional research, the observation technique was used, through which the purchase behavior of facial cream consumers at the sales point was explored; and a quantitative phase, through online surveys to 495 women, with the purpose of identifying elements of interest related to the purchasing decision. We worked with FaceReader, EEG and Eye Tracking, to analyze the experiences of consumers with the product and its promotion.Findings. The results present a model that incorporates the impact and attention, specific emotions and the rational argument of the consumer for the construction of a whole experience.
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Arora, Anshu Saxena, and Mahesh S. Raisinghani. "Redefining Web Users' Optimal Flow Experiences in Online Environments." International Journal of Web-Based Learning and Teaching Technologies 4, no. 3 (2009): 1–21. http://dx.doi.org/10.4018/jwbltt.2009090801.
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The article highlights a research study on consumer navigation behavior through the Web users’ optimal Flow experiences in the online environments. The research study establishes the empirical groundwork for measuring Web users’ Flow experiences in the Web environment. The article proposes a comprehensive definition of Flow on the basis of Comprehensive Process (Flow) Model of Network Navigation, considering that the Flow concept is a multidimensional concept in the “multi-activity” medium of the Web. Flow has been defined as a multi-dimensional and context-specific concept. Furthermore, the research article proposes that there are 10 Flow constructs (also called “the antecedents of Flow”) along with the three states of Flow, namely, Perfect Flow, Imperfect-Intensive Flow, and Imperfect Flow. Consumer Behavior on the Web is studied using the Flow concept for three categories of Flow users, namely, Perfect and Imperfect-Intensive Flow (PIIF) users, Imperfect Flow (IF) users, and Non-Flow (NF) users. These users achieve Flow depending on 10 Flow-constructs and three Flow states. Empirical results suggest a direct relationship between the Flow states and the Flow user categories and between expected Web user in the future (EXPUSE) and the Flow user categories. This research study provides a basis for future researchers to study consumer navigation behavior on the Web using the Flow concept for three categories of Flow users through 10 Flow constructs and three Flow states. The research has significant implications for theory and practice.
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Torres, Edwin N., Peter Lugosi, Marissa Orlowski, and Giulio Ronzoni. "Consumer-led experience customization: a socio-spatial approach." Journal of Service Management 29, no. 2 (2018): 206–29. http://dx.doi.org/10.1108/josm-06-2017-0135.
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Purpose Adopting a socio-spatial approach, this study develops a consumer-centric conception of service experience customization. In contrast to existing service customization research, which has focused on company-centric approaches, the purpose of this paper is to examine the practices through which consumers use, abuse, subvert, transform, or complement organizational resources to construct their consumption experiences. Design/methodology/approach The empirical context for this study is a Meetup group: a consumer network organized around members’ shared interests and activities in theme parks. The research utilized participant observation of members’ face-to-face activities during two years and over 80 events, interviews with key informants, and content analysis of online interactions. Findings The findings outline how consumers interact across physical and virtual spaces utilizing technologies and material objects. The data are used to propose a new consumer-centric conceptualization of experience customization, distinguishing between three modes: collaborative co-production, cooperative co-creation, and subversive co-creation. Originality/value It is argued that the three modes of customization provide a way to understand how consumers mobilize and (re)deploy organizational resources to create experiences that may complement existing service propositions, but may also transform them in ways that challenge the service provider’s original goals and expectations. Furthermore, this study identifies the factors that shape which modes of customization are possible and how they are enacted. Specifically, the discussion examines how experiential complexity, governability, the compatibility of consumer and organizational practices, and the collective mobilization of resources may determine the scope and form of customization.
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Heinonen, Kristina. "Positive and negative valence influencing consumer engagement." Journal of Service Theory and Practice 28, no. 2 (2018): 147–69. http://dx.doi.org/10.1108/jstp-02-2016-0020.
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Purpose The current service landscape is increasingly dynamic, and consumers’ engagement in market-related behavior is constantly changing. Developments in technology further influence this continuous dynamism. Therefore, it is important to understand the factors that may cause different engagement valence, especially as only some consumers actively engage in online platforms. The purpose of this paper is to characterize factors that positively and negatively influence consumer engagement and suggest theoretical and managerial implications for the different factors that determine consumer engagement. Design/methodology/approach This paper conceptualizes factors that influence consumer engagement based on their characteristics (behavioral, emotional, and cognitive) and the type of influence (positive or negative). The study uses customer-dominant logic of service, which focuses on emancipated customers and idiosyncratic customer logic, rather than on provider-orchestrated customer experiences of brands, firms, or offerings. An abductive research approach is used to qualitatively explore consumer engagement in the context of online interest communities. Findings The study identifies the behavioral, emotional, and cognitive factors that positively and negatively determine consumer engagement in the context of online interest communities. Research limitations/implications Through the focus on customer logic, the study provides a detailed and nuanced view of factors that influence consumer engagement. Future research is needed to explore how this framework can be applied to other online communities and different service contexts. Practical implications The paper provides insights into the presence of an interest area in consumers’ lives. The study indicates how firms may be involved in consumers’ lives and how firms may create successful customer relationships based on consumer engagement. Originality/value This study enhances previous research in four ways: by characterizing factors that determine engagement, paying particular attention to its negatively valenced factors and examining the interplay of the factors that positively and negatively influence engagement, by describing consumers’ connection to the interest area instead of positioning the brand as the link between the consumers and the provider, and by discussing the theoretical and practical challenges associated with understanding and managing consumer engagement.
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Fine, Monica B., John Gironda, and Maria Petrescu. "Prosumer motivations for electronic word-of-mouth communication behaviors." Journal of Hospitality and Tourism Technology 8, no. 2 (2017): 280–95. http://dx.doi.org/10.1108/jhtt-09-2016-0048.
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Purpose “Prosumers” (combining “producer” and “consumers”) describes consumers’ ability to openly share their product/service experiences and thereby drive sales and digital marketing. Understanding what motivates active prosumers to engage in electronic word-of-mouth (eWOM) and share or review their hotel experiences online can help organizations empathize with consumers and use their messages to co-create value. Identifying prosumers’ motivators can enable companies to properly target them as resources for review or consumer feedback studies. This paper aims to investigate the influence of motivators (intrinsic and extrinsic), service quality and age on consumers’ eWOM communication behaviors. Design/methodology/approach A panel of 204 travelers was surveyed regarding their hotel travel experiences, propensity to write online reviews, preferred review-writing platform, motivations for writing reviews and impressions of service quality. To test the hypotheses, a multivariate regression analysis was performed with eWOM as the dependent variable. Differences in eWOM as a function of preferred review platform were also tested using ANOVA, with a multiple comparison analysis that underlines the differences between prosumers who prefer different types of review platforms and their eWOM behaviors. Findings Both intrinsic and extrinsic motivators, as well as service reliability, had a significant influence on eWOM behavior, while service tangibility had a negative relationship. Additionally, prosumers’ engagement in eWOM about their hospitality experience differed according to their preferred review platform. Research limitations/implications The findings of the analysis underline the importance of consumer motivations and of satisfaction with service quality in the context of digital review behavior. For marketing and hospitality research, this shows the benefits of including not only individual characteristics and demographics when analyzing review behavior but also elements such as perceptions of service quality. Given the differences in how the dimensions of service quality affect consumers’ engagement in online review behavior, this represents a very important topic for research and can be included in future studies that analyze the consumer review behavior model. Practical implications Regarding the implications for practitioners, this study highlights the important role played by consumer satisfaction with service in the hospitality industry and its effect on their involvement in online reviews. Managers should be focused constantly on offering great service to their guests, while, at the same time, offering them motivations to engage in posting positive reviews about their vacation. Moreover, as the results of this study imply that various dimensions of service quality have a different impact, managers should focus especially on the aspects that consumers consider important and constantly include in their reviews, such as the tangibles dimension. The results of this study also have the potential to provide to businesses more information to improve the social aspects of vacationing, which can not only improve perceptions about service quality but can also have a positive influence on consumers’ motivations. Originality/value This paper develops a better understanding of what motivates people to engage in the eWOM communication behavior of writing online hotel reviews, by showing the effect of consumer motivations and service quality variables on prosumers’ engagement in online review behavior.
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Marbach, Julia, Cristiana Lages, Daniel Nunan, and Yuksel Ekinci. "Consumer engagement in online brand communities: the moderating role of personal values." European Journal of Marketing 53, no. 9 (2019): 1671–700. http://dx.doi.org/10.1108/ejm-10-2017-0721.
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Purpose Despite growing recognition of the importance of consumer engagement with new technologies, a gap remains in terms of understanding the antecedents, consequences and moderators of online consumer engagement (OCE). This paper aims to address this gap by exploring the relationship between personality traits, OCE, perceived value and the moderating role of personal values. Design/methodology/approach A theoretical framework anchored in the extant OCE literature is tested through a study of 559 users of two distinct firm-hosted online brand communities (FHOBCs). Findings Findings suggest that three personality traits – extraversion, openness to experiences and altruism – are positively correlated with OCE. OCE is related to two types of perceived value, namely, social value and aesthetic value. The personal values of conservation and self-enhancement moderate the relationships between the three identified personality traits and OCE. Research limitations/implications Future research into OCE should consider the application of this study’s conceptual framework across different cultures to account for the fast-changing nature of online communities. Practical implications Understanding how personality traits drive OCE and what value consumers receive from engagement in online communities can help managers to better segment and evaluate consumers. Engagement and levels of activity within these online communities can be improved accordingly. Originality/value This study’s contribution to the OCE literature is threefold. First, the study provides new insights regarding personality traits as antecedents of consumer engagement with FHOBCs. Second, the study reveals the first insights into the role of personal values in the relationship between personality traits and OCE. Specifically, conservation and self-enhancement emerged as moderators of the relationship between three personality traits (extraversion, openness to experiences, altruism) and OCE. Third, the study yields support for perceived value types (social value and aesthetic value) that emerge as consequences of consumer engagement in FHOBCs.
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O'Cass, Aron, and Jamie Carlson. "Examining the effects of website‐induced flow in professional sporting team websites." Internet Research 20, no. 2 (2010): 115–34. http://dx.doi.org/10.1108/10662241011032209.
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PurposeThis paper seeks to contribute to the internet marketing literature by examining the impact of flow on consumers' satisfaction, aroused feelings, website loyalty and word‐of‐mouth behaviours.Design/methodology/approachA self‐administered online questionnaire was used for data collection through a market research firm which randomly selected individuals of its online panel. Participants were asked to recall a recent encounter with their preferred professional sport website and refer to that website regarding their answers. Data were gathered from 400 consumers from a variety of professional sporting teams. The variables under investigation in the study were measured using established scales from the marketing literature and adapted to the context of the study.FindingsThe results indicate that a compelling online experience related to sporting team websites as represented by flow experiences appears to be a driver of positive aroused feelings, higher satisfaction levels, as well as website loyalty and positive word‐of‐mouth of sport consumers.Research limitations/implicationsThe sample of the study is restricted to consumer evaluations from a specific website‐service context being the professional sport sector. The empirical relationships between flow, aroused feelings, consumer satisfaction, website loyalty and word of mouth reported in the study are tentative in the sense that they are based on cross‐sectional data.Practical implicationsThe study provides important implications for flow theory development and implications for internet marketing strategy, especially for professional sporting teams.Originality/valueThe paper adds to the literature by investigating the relationship between flow and consequent outcomes of encounters and experiences of sporting team websites. Little research has addressed flow, and its effect on aroused feelings, consumer satisfaction and website‐related loyalty intentions, especially in the domain of professional sport websites.
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Manchaiah, Vinaya, De Wet Swanepoel, and Rebecca J. Bennett. "Online Consumer Reviews on Hearing Health Care Services: A Textual Analysis Approach to Examine Psychologically Meaningful Language Dimensions." American Journal of Audiology 30, no. 3 (2021): 669–75. http://dx.doi.org/10.1044/2021_aja-20-00223.
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Purpose The study examined psychologically meaningful language dimensions (i.e., social and emotional dimensions, health dimensions, and personal concerns) within online consumer reviews on hearing health care services using an automated textual analysis approach. Method Nine thousand six hundred twenty-two consumer reviews of hearing health care services, including an open-ended question (i.e., free text response to the prompt “share details of your own experience at this place”) and an overall rating (on a 5-point scale ranging from “very good” to “very poor”) were extracted from Google.com from 40 different cities across the United States. In addition, some metadata about the cities (i.e., region, population size, median age, percentage of older adults) were also recorded. Text responses were analyzed using the automated Linguistic Inquiry and Word Count software for selected language dimensions. The language dimensions of online hearing health care reviews were descriptively compared with language dimensions observed in the natural language of typical bloggers. Language dimensions from free text responses were correlated with quantitative overall experience ratings. Results Automated linguistic analysis showed that consumer reviews on hearing health care services had higher social processes, positive emotions, hearing, health, money, and work, and lower negative emotions and time-awareness when compared to typical bloggers. Examining the association between overall experience rating and the language dimensions revealed two broad findings. First, higher engagement of consumers in terms of social processes, positive emotions, hearing, and work dimensions was related to higher experience ratings. Second, higher engagement of consumers in terms of negative emotions, time awareness, and money was related to lower experience ratings. Conclusions Online reviews contain information about various dimensions (i.e., social and emotional dimensions as well as personal concerns) that have bearing toward the way in that they rate their health care experiences. Automated linguistic analysis of consumer reviews appears helpful in identifying gaps in service delivery that may influence consumer experience.
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Jia, Lin, Casey Cegielski, and Qinsheng Zhang. "The Effect of Trust on Customers' Online Repurchase Intention in Consumer-to-Consumer Electronic Commerce." Journal of Organizational and End User Computing 26, no. 3 (2014): 65–86. http://dx.doi.org/10.4018/joeuc.2014070104.
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As e-commerce is steadily increasing every year, trust building has become an important research topic in e-commerce research especially in developing countries. In this study, trust in intermediary and trust in online sellers are separated. Antecedents of trust and trust transference between online sellers and the intermediary are also explored. Analysis of the data collected from a questionnaire survey shows that seller performance, buyers' past positive experiences, and psychological contract violation each have a significant effect on trust in online sellers. Meanwhile, information quality and service quality each have a significant effect on trust in intermediary and consumer satisfaction toward the intermediary. Trust is also transferred from the intermediary to online sellers. In turn, trust and satisfaction each have a positive impact on the repurchase intention. Theoretical and managerial implications are also discussed.
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Kaczorowska-Spychalska, Dominika. "Consumer perspective of omnichannel commerce." Management 21, no. 2 (2017): 95–108. http://dx.doi.org/10.1515/manment-2017-0007.
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SummaryThe evolution of hypermedia space and growing saturation of the market with mobile devices, an increasing role of Big Data, which allow for multidimensional analysis of data from offline and online markets, growing popularization of solutions of Market Intelligence supported by Cloud Computing technology as well as development of potential and opportunities of adapting the Artificial Intelligence (AI) and Internet of Things (IoT) in commerce cause that customers and their experience become a major point of activity of companies/brands. Shopping experience of a buyer is an effect of multiple and multidimensional contacts, often conducted simultaneously in many channels and in the real time. It forces an increasingly growing number of challenges that companies/brands are presented with if they want to optimize a space of customer journey and have to ensure continuity, coherence and complexity of experiences for their customers. Searching or creating these benefits that customers expect and their constant development becomes a prerequisite in this situation so that variety of positive experiences resulting in customer satisfaction and happiness could be guaranteed.The paper is an attempt to verify the essence of omnichannel commerce from the consumer’s perspective. The author discusses a problem of omnichannel model while taking into consideration some elements that can influence building and intensification of buyers’ experiences and behavior in various channels of commerce. The discussion is supported with the results of own studies in that area.
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Wang, Yang, Hong Wu, Xueqin Lei, Jingxuan Shen, and Zhanchun Feng. "The Influence of Doctors’ Online Reputation on the Sharing of Outpatient Experiences: Empirical Study." Journal of Medical Internet Research 22, no. 12 (2020): e16691. http://dx.doi.org/10.2196/16691.
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Background The internet enables consumers to evaluate products before purchase based on feedback submitted by like-minded individuals. Displaying reviews allows customers to assess comparable experiences and encourages trust, increased sales, and brand positivity. Customers use reviews to inform decision making, whereas organizations use reviews to predict future sales. Prior studies have focused on manufactured products, with little attention being paid to health care services. In particular, whether patients prefer to use websites to discuss doctors’ reputation has so far remained unanswered. Objective This study aims to investigate how patient propensity to post treatment experiences changes based on doctors’ online reputation (medical quality and service attitude) in delivering outpatient care services. Further, this study examines the moderating effects of hospitals’ (organizational) online reputation and disease severity. Methods Fractional logistic regression was conducted on data collected from 7183 active doctors in a Chinese online health community to obtain empirical results. Results Our findings show that patients prefer to share treatment experiences for doctors who have a higher medical quality and service attitude (βservice attitude=.233; P<.001 and βmedical quality=.052; P<.001) and who work in hospitals with a higher online reputation (β=.001; P<.001). Patients are more likely to share experiences of doctors who treat less severe diseases, as opposed to those treating severe diseases (β=−.004; P=.009). In addition, hospitals’ online reputation positively (negatively) moderates the relationship between medical quality (service attitude) and patient propensity to post treatment experiences, whereas the moderating effects of disease severity on doctors’ online reputation are negative. Conclusions Our research contributes to both theory and practice by extending the current understanding of the impact of individual reputation on consumer behavior. We investigate the moderating effects of organizational reputation and consumer characteristics in online health communities.
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Kobez, Morag. "The Illusion of Democracy in Online Consumer Restaurant Reviews." International Journal of E-Politics 7, no. 1 (2016): 54–65. http://dx.doi.org/10.4018/ijep.2016010104.
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Food has long served as a form of cultural capital, and historically it was an elite few food critics who held the power to ascribe status to dining experiences. The rise of social and digital media arguably allows anybody to adopt the role of critic. Lowered barriers associated with digital technologies, coupled with the contemporary ‘foodatainment' boom have opened the floodgates for amateurs to weigh into the critical culinary discourse. The tendency for contemporary high-status dining experiences to include casual, rustic and simple foods suggests that the age of food snobbery is in the past. However, this notion of ‘omnivorousness' can be viewed as an alternative means of establishing rules surrounding high-status foods. Johnston and Baumann's US research reveals two frames used in food writing to valorise foods in an omnivorous age: authenticity and exoticism. In this project, Johnston and Baumann's methodology is developed and applied to Australian professional and amateur reviews. Results show that Australian professional reviews frequently employ frames of distinction whereas amateur reviews do not; it concludes that the contribution by amateurs to the critical culinary discourse is limited.
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Kaufman-Scarborough, Carol, and Terry L. Childers. "Understanding Markets as Online Public Places: Insights from Consumers with Visual Impairments." Journal of Public Policy & Marketing 28, no. 1 (2009): 16–28. http://dx.doi.org/10.1509/jppm.28.1.16.
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More than 20% of the U.S. population is composed of people with disabilities. When such people interact with certain marketplaces, such as commercial Web sites, some become “consumers with constraints,” and others become liberated, experiencing the freedom to search for information independently for the first time. While accessibility in physical stores is mandated by the Americans with Disabilities Act, commercial Web sites do not fall under its jurisdiction, because they are not considered “public places.” This research challenges this view and examines whether actual consumers interpret Web sites as public places. The authors examine this question in the context of experiences of consumers with visual impairments in online shopping. The authors apply the concepts of consumer normalcy and consumer vulnerability to the technology acceptance model as theoretical lenses through which to interpret this context. The findings form the basis for recommendations to policy makers to develop and enforce standards for Web site accessibility and to the marketplace to create a level playing field for people with visual impairments.
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Huang, Yue, and Lu Suo. "The Effects of Social Capital on Chinese Consumers’ Online Impulse Buying in Social Commerce Environment." International Business Research 14, no. 8 (2021): 1. http://dx.doi.org/10.5539/ibr.v14n8p1.
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The purpose of this study is to examine the impact of social capital including social interaction, shared language and trust on Chinese consumer online impulse buying in social commerce platforms. To verify the hypothesis, we surveyed the Chinese customers who have buying experiences of using social commerce by snowball sampling technique. After analyzing 548 valid data, we confirmed that three dimensions of social capital, social interaction, shared language and trust, positively affects both peer intrinsic motivation and peer extrinsic motivation. In addition, peer motivation exerts a positively impact on consumer impulse purchases on social commerce. The findings not only provide a new theoretical perspective for studying consumers&#39; impulse buying behavior in theory, but also have important implications for the online sellers in their follower&rsquo;s groups to improve online marketing.
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Nielsen, Mandy, Gwendolen Jull, and Paul W. Hodges. "Designing an online resource for people with low back pain: health-care provider perspectives." Australian Journal of Primary Health 22, no. 2 (2016): 159. http://dx.doi.org/10.1071/py14131.
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People with low back pain (LBP) seek education and information from the Internet. Existing LBP websites are often of poor quality, and disparities have been identified between patient and health-care provider evaluations of LBP websites. This study aimed to identify health-care provider perspectives on desirable content for a proposed LBP website and how this information should be presented. It complements an earlier study of LBP patient (consumer) perspectives. A qualitative descriptive study, encompassing focus groups and telephone interviews, was conducted with 42 health-care professionals practising in the LBP field. Four categories of information were identified: explaining LBP; treatment and management options; myth-busting information; and communication with health-care professionals. Presentation preferences included: use of visual media; interactivity; and useability and readability. Comparison with the consumer study identified differences with regard to: depth and breadth of diagnostic and treatment information; provision of lay person experiences and stories; and capacity for consumer-to-consumer interaction online. Views of both consumers and health-care providers are critical when developing an online LBP resource. Failure to address the needs of both stakeholder groups diminishes the potential of the resource to improve consumer outcomes.
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Yoon, Dong Won, and Seonglim Lee. ""Consumers’ Positive and Negative Perceptions toward Airbnb: Text Mining of Consumer Experiences Posted in Online Community"." Journal of Consumer Studies 30, no. 2 (2019): 173–92. http://dx.doi.org/10.35736/jcs.30.2.8.
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Molinillo, Sebastian, Beatriz Gómez-Ortiz, Javier Pérez-Aranda, and Antonio Navarro-García. "Building Customer Loyalty." Clothing and Textiles Research Journal 35, no. 3 (2017): 156–71. http://dx.doi.org/10.1177/0887302x17694270.
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Based on consumer behavior theories, the aim of this study is to provide a model supported by empirical evidence in order to improve knowledge of the antecedents of loyalty to online clothing retailers. The model has been verified through partial least squares analysis of the data obtained from a survey of a sample of 412 online clothing shoppers. The results show that, firstly, the affective and cognitive experiences have a positive effect on the degree of satisfaction, and the affective experiences also have a positive impact on trust. Secondly, it has been demonstrated that consumer satisfaction with online clothing retailers can be increased by both the hedonic and utilitarian values of shopping. Thirdly, an indirect relationship has been established between satisfaction and loyalty through trust and perceived value of service. These findings can improve our understanding of the determinants of online consumer loyalty. Discussion and implications are provided.
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Chiou, Jyh-Shen, Szu-Yu Chou, and George Chung-Chi Shen. "Consumer choice of multichannel shopping." Internet Research 27, no. 1 (2017): 2–20. http://dx.doi.org/10.1108/intr-08-2013-0173.
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Purpose Consumers display complex shopping behaviors in the multichannel environment, which includes traditional retail stores and the internet. The purpose of this paper is to examine the effects of the customer-sales associate relationship, customers’ receptiveness to online store shopping, and their interaction effects on the customer’s attitude toward multichannel shopping behavior when the firm decides to establish an online store as the online channel. The authors also examine how customers’ multichannel shopping behavior affects their future spending intentions. Design/methodology/approach Survey data were collected by soliciting 231 customers who purchased cosmetics in department stores within the past three months. Subjects were asked to give their overall evaluation of their offline and online shopping experiences in the last three months. Findings Results show that the customer-sales associate relationship significantly reduces customers’ attitude toward searching offline but purchasing online. Receptiveness to online store shopping has significant effects on customers’ attitude toward multichannel shopping behaviors regardless of whether they search or purchase via the online channel. The customer-sales associate relationship also moderates the relationship between customers’ receptiveness to online store shopping and multichannel shopping behaviors. Finally, unlike other types of online and offline multichannel shoppers who display higher future spending intentions when the physical store decides to open an online store, those who prefer physical stores for both information searching and product purchasing display lower spending intentions. Originality/value To the best of the authors’ knowledge, this paper is the first to use customer-sales associate relationships to investigate consumers’ attitude toward multichannel shopping behavior. The findings provide meaningful implications for service providers that use sales associates to increase consumers’ value via face-to-face service, but find it challenging to go online.
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Atkins, Kelly Green, and Sae-Young Jessica Hyun. "Smart Shoppers’ Purchasing Experiences: Functions of Product Type, Gender, and Generation." International Journal of Marketing Studies 8, no. 2 (2016): 1. http://dx.doi.org/10.5539/ijms.v8n2p1.
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<p class="StyleBodytextSS11pt">Today’s consumers want to feel smart while shopping by minimizing the costs associated with shopping trips (e.g., time, effort, or money) and maximizing the benefits (e.g., convenience, ease, or finding the right product). This study examined whether smart purchasing experiences (i.e., effort and time saving, money saving, and making the right purchase) differ by product type, gender, and generation, after adjusting to the same levels of search and planning that were made before purchasing. Using 1474 respondents drawn by an online consumer panel, a series of ANCOVAs along with MANCOVA revealed that members of different genders and generational cohorts, when purchasing different product types, demonstrate distinct smart shopping purchase experiences in terms of saving time/effort, saving money, and making the right purchase. Specific suggestions are made for marketers to target each consumer and product group.</p>
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Huang, Echo, and Fa-Chang Cheng. "Online Security Cues and E-Payment Continuance Intention." International Journal of E-Entrepreneurship and Innovation 3, no. 1 (2012): 42–58. http://dx.doi.org/10.4018/jeei.2012010104.
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Previous studies consider confidence in the Internet as a means of payment and existence of a legal framework that protect consumers in their activities on the Internet are the critical issues of B2C success. To respond, this study extends the IS Continuance Model with Cue Utilization Theory to examine the impact of offering e-payments to online users, specifically, the relationship between their perceived benefits, legal protection, risk avoidance, and satisfaction with prior experiences. The analytical results presented in this study indicate that perceived cues (benefits, legal protection and risk allocation) differentially affect consumer behavior. Notably, perceived cues and confirmation associated with satisfaction have influences on e-payment continuance intention. That is, if consumers’ perception of online security cues increases, their intentions to continue use of e-payment increase even if the systems or services are perceived low reliability. Finally the practical and theoretical implications of this study are discussed.