Quality, value, satisfaction, trust, a

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first study focused on one class of WOW to which online auction feedback belong, rating- and-review, and identifying a set of characteristics on which RR WOW may vary. The second study focused on consumer processing of online auction RR WOW, specifically, eBay’s Feedback Forum. Study one revealed that RR WOW for online auctions differs from that of all other online sources on one characteristic, which heretofore has not been an issue in retailing, that of direction. Online auction sites such as eBay, Amazon-Auctions and Yahoo!-Auctions each provided bidirectional RR WOW, whereas all other sites provided unidirectional RR WOW. We believe that retailers, among others, need to learn more about bidirectional RR WOW. Study two identified several important areas for new exploration into online auction RR WOW. Previous research looked at the relationship between the (overall) feedback rating and various online auction behaviors/results (e.g., final bid amount). However, our research shows that, in addition to the feedback rating, consumers inspect and consider many other pieces of information in online auction RR WOW, such as the individual-auction level feedback reviews. This suggests significant opportunity for future research. In general, future research can explore further the impact of various elements of online auction RR WOW on a consumer’s perception of a retailer/seller and a consumer’s decision making behavior (e.g., whether to place a bid, setting a bid-amount limit, whether to provide feedback). For example, though online auction providers (e.g., eBay) assign the same value to each type of auction rating (e.g., +1 for Praise, 0 for Neutral, -1 for Complaint), do consumers assign the same value to each type of rating for all auctions? Are all positively-rated auctions (experiences) accorded the same weight? Are all negatively-rated auctions (experiences) viewed in the same way? Study two suggests that this may not be the case given that consumers consider the 136
order/time in which feedback was received and the detail of the qualitative feedback review comments of online-auction RR WOW. Also, future research could assess which service-performance attributes are most important to online-auction consumers/bidders, determine how seller’s should “respond” to negative comments and manage service recovery or brand building, or consider the impact of a consumer’s ability to sort comments by their type, positive, neutral or negative (such sorting is indeed feasible at http://www.vrane.com). At a broader level, detailed research into other types of word-of-web that are commonly used online by retailers, such as e-newsletters or email, could prove very profitable. In fact, at the present time, learning more about these two particular types of WOW could be extremely important given the prevalence and negative perceptions of Spam-email. REFERENCES Adler, Jerry. 2002. The eBay way of life. Newsweek. June 17. 50-60. Akerlof, George. 1970. The Market For ‘Lemons’: Quality Uncertainty and the Market Mechanism. Quarterly Journal of Economics. 85:3. 488-500. Ba, Sulin and Paul A. Pavlou. 2002. Evidence of The Effect of Trust Building Technology in Electronic Markets: Price Premiums and Buyer Behavior. MIS Quarterly. 26:3. 243-268. Bapna, Ravi, Paulo Goes and Alok Gupta. 2003. Analysis and Design of Business-to- Consumer Online Auctions. Management Science. 49:1. 85-101. Bickart, Barbara, and Robert M. Schindler. 2001. Internet Forums As Influential Sources Of Consumer Information. Journal of Interactive Marketing. 15:3. 31-40. Chakravarti, Dipankar, Eric Greenleaf, Atanu Sinha, Amar Cheema, James C. Cox, Daniel Friedman, Teck H. Ho, R. Mark Isaac, Andrew A. Mitchell, Amnon Rapoport, Michael H. 137
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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
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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 134 and 135: idder should read the praises too b
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
Page 184 and 185: 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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