Quality, value, satisfaction, trust, a

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idder should read the praises too because it could be a veiled complaint,” and “It would be weird if someone left positive feedback, but didn’t leave a comment.” Consumers also considered a member’s response to a negative feedback comment. Interestingly, consumers suggest that an opportunity exists to, in spirit, turn a negative into a positive or, as in service recovery (Maxham 2001, Smith and Bolton 1998), reduce the deleterious effect of a negative comment situation: “When someone leaves a response to a complaint, it shows that they care,” “When someone leaves a response, it shows they want to receive good feedback all of the time” and “It’s good to say that you’re upset in your response if you’ve got a few negatives and a high feedback score.” On the other hand, consumers suggested that not all types of responses are effective: “Responses that do not address complaints directly basically admit that the complaint is true” and “Spiteful or retaliatory responses to negative feedback are not good.” eBay also indicates in each feedback review whether a member was the buyer or the seller. Although a minority of the participants regularly looked at this information when reviewing feedback details, most believed that, for a seller, a Praise comment was worth more if it was earned through selling than through buying. However, one participant found that there was value in seeing that a seller was also good buyer, saying “It’s important that a seller receives positive comments when they are a buyer.” Basically, this consumer felt that a well-rounded eBay user who experienced both aspects of transactions would be more in tune with the needs of buyers and, as a result, would deliver better products and service. A few consumer wishes Consumer participants in this study would like eBay to enable additional search-features and completed-auction information to facilitate their assessment of sellers. Consumers were quick to peruse negative comments and therefore would like eBay to facilitate “Searches for 134
an easy way to see only negative comments,” or in general, to sort a member’s feedback by feedback comment type (i.e., positive, neutral or negative). They also expressed a desire to see more detailed feedback information, perhaps something along the lines of attribute ratings, e.g., “Want to see serious sentences as to why someone is satisfied when they leave a positive comment and why someone is dissatisfied when they leave a negative comment.” In addition, consumers would like “to see a link to the auction page of an item related to any negative feedback even if it’s past the time when those links are kept active,” basically, to better determine the fairness and honesty of a seller. For example, sellers may reply to negative feedback by stating “view the auction details” as a means for validating their integrity. However, when the link to the auction listing is no longer active -- eBay’s practice is to list a completed auction for about 30-60 days -- then one can no longer view the auction-listing details and more fully validate the trustworthiness of a seller. Perhaps some potential bidders give sellers some benefit of the doubt when they see “trust-supporting” statements that can not be confirmed at a current time through no fault of the seller. SUMMARY AND FUTURE RESEARCH An objective of this research was to extend our understanding of online auctions, which leading marketing academics and professionals have highlighted as the most important Internet application and a research priority. Our investigation focused, ultimately, on eBay’s Feedback Forum, which has been considered the key ingredient in the success of the most profitable and leading online retailer to date. Our approach included defining the concept of word-of-web and its various classes, which we used to provide structure to our investigation, and then implementing two studies. The 135
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Volume 2 Contents: A Global Examina
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A Global Examination Of Relationshi
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and to measure them simultaneously
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customers’ total consumption expe
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From product perceived quality towa
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cumulative, or a combination of the
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trust4 -.68 commit1 .59 commit2 .51
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we observed that the least correlat
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outside of the consumption experien
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REFERENCES Anderson Eugene W., Forn
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Holbrook Morris B. Consumer Value:
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APPENDIX 1. DESCRIPTION OF THE ITEM
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An Empirical Examination of Retail
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This paper is organized in the foll
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Human and cognitive effort has been
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Seiders, Berry, and Gresham (2000)
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The four dimensions of retail conve
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2000). In-store shoppers receive th
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process resulted in slightly differ
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examine the dimensionality of these
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Seiders, Berry, and Gresham’s (20
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used, and the respondents were all
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Enis BM, Roering KJ. Product classi
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Table 1 Dimensions of Convenience G
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Table 3 Retail Convenience Scale Re
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Table 5 Correlations, Means, and St
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Error! Figure 1 Retail Convenience
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and Novak, 1996; Hammond, McWilliam
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and Hirschman, 1982, p 132). These
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interpretations of, all factors par
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the hedonic aspects of the online s
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satisfaction (Oliver, 1980; Westbro
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H6). It involves performing a multi
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Differences between the “shopping
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(Hypothesis 5) and online shopping
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demonstrates the importance of meas
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Dabholkar, Pratibha A. Incorporatin
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Mano Haim Elliott Michael T. Smart
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Zeithaml V., Parasuraman A. Malhotr
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1. Introduction Like inseparability
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specific attributes. Dealing with p
Page 84 and 85: 2.2. Perceived Difficulty of Evalua
Page 86 and 87: and mentally intangible a product/s
Page 88 and 89: 2.4.1. Knowledge and Intangibility
Page 90 and 91: category, we included both generic
Page 92 and 93: goods exhibit higher levels of phys
Page 94 and 95: 5.1. Intangibility: Brand and Gener
Page 96 and 97: greater involvement with the purcha
Page 98 and 99: with generality, may also affect co
Page 100 and 101: Berry LL, Clark T. Four ways to mak
Page 102 and 103: Laroche M, Bergeron J, Goutaland C.
Page 104 and 105: Questionnair es Questionnaire 1 Que
Page 106 and 107: Table 3 Results of factor analysis
Page 108 and 109: Table 4 Summary of results 108
Page 110 and 111: Table 5 Stepwise multiple regressio
Page 112 and 113: Table 8 Stepwise multiple regressio
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Page 116 and 117: Intangibility Physical intangibilit
Page 118 and 119: net income of 94% and 119%, respect
Page 120 and 121: this, it is not surprising that eBa
Page 122 and 123: frequently referred to as feedback
Page 124 and 125: An auction participants’ feedback
Page 126 and 127: The objective of study one was to i
Page 128 and 129: excerpts that were selected and fus
Page 130 and 131: Consumers believed that sellers wit
Page 132 and 133: negative feedback could be me,” a
Page 136 and 137: first study focused on one class of
Page 138 and 139: Rothkopf, Joydeep Srivastava, Rami
Page 140 and 141: Industrial Economics. 50:3. 337-349
Page 142 and 143: http://www.laxshopper.com/index.htm
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Page 146 and 147: Firstly, the consumer is supposed t
Page 148 and 149: For the psycho-sociology of environ
Page 150 and 151: To analyse appropriation strategies
Page 152 and 153: The second strategy is the most ela
Page 154 and 155: From the appropriation perspective
Page 156 and 157: To test these hypotheses we selecte
Page 158 and 159: Glace Glace Chart 4. Spatial config
Page 160 and 161: Chart 5b. Spatial configuration of
Page 162 and 163: No differences between the three di
Page 164 and 165: appropriation strategies adopted by
Page 166 and 167: A matrix of space management can th
Page 168 and 169: Holbrook M.B. (1999), Introduction
Page 170 and 171: Asymmetric Quality Tier Competition
Page 172 and 173: Wisniewski (1989) proposed a theory
Page 174 and 175: alternatives prior to the choice de
Page 176 and 177: decrease in tradeoff when L reduces
Page 178 and 179: As Bronnenberg and Wathieu (1996) u
Page 180 and 181: Those conceptually based utility fu
Page 182 and 183: ecent existing research (Sivakumar
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increased by 10% (conceptually the
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REFERENCES Allenby GM. A unified ap
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Table 1. Estimation Results _______
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Q U A L I T a H H’ x b PRICE 190
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MODELING THE IMPACT OF INTERNET ATM
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Eroglu et al (2001) proposed a typo
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playfulness (enjoy visiting Web sit
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H2: When consumers surf the Web, th
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significantly explain attitude towa
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Involvement toward an ad based on v
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usefulness and the resourcefulness
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3.2.2.2. Involvement The final comp
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environmental cues on purchase beha
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6. Test of Hypotheses [Insert table
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Cacioppo, Schumann, 1983; Petty and
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Pelsmacker et al, 1998). ATTI is li
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improvements are brought into navig
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Cho, C.H.: How Advertising Works on
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Liu, C. and Arnett, K.P. Exploring
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Rose, G., Khoo, H. and Straub, D.W.
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Table 1: Results of Confirmatory Fa
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Table 2: Full Structural Model Fit
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EXPB� INV H7b NS 0.080 0.062 0.00
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230
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MAPPING RETAILING ENTREPRENEUR DECI
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Attempts to use a framework to find
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attempts resulting in failure are n
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included in this sentence would be
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Detailed causal maps are needed in
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Start-up. Details of the stream of
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more successful when they avoid big
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Axelrod, Robert (1976), "The Cognit
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1. Brian Shore starts several + 2.
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+ 1. B.S. ‘Maximizes use of fryin
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degree of importance consumers plac
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initial use of the word “convenie
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In the decision-making process, tim
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at home 24 hr/7 days a week (Hofack
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Figure 1 about here ---------------
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the organization and design of the
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ehavior courses participated as bot
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convenience is different for the tw
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should seek to establish a similar
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obtained a small sample size of onl
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Dunn DT, Thomas CA, Lubawski JL. Pi
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Table 1 Dimensions of Convenience G
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Table 3 Retail Convenience Scale Re
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Table 5 Correlations, Means, and St
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Error! Figure 1 Retail Convenience
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Customer-to-customer interaction is
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Second, we need to find out the opt
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esponse to the behavior of other cu
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ewards (Swinyard 1993). A customer
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Values may be defined as beliefs th
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find out the optimal combination of
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Taguchi recommends the use of signa
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epresent higher tolerance of incomp
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estaurant where they can escape inc
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Three significant interaction terms
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McGrath, Mary Ann, Otnes, Cele, (19
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Table…2 Tests of Between-Subjects
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Figure…2 (a) Combination of L4 Ta
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