Quality, value, satisfaction, trust, a

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In the decision-making process, time and effort are significant consumer costs and are often considered along with money and other resources (Jacoby, Szybillo, and Berning 1976; Bhatnagar, Misra, and Rao 2000). Consumers choose online shopping because it facilitates the steps in the decision process, saving consumers both time and effort in the search, alternative evaluation, and purchase stages. Bhatnagar, Misra, and Rao (2000) apply cost-benefit analysis to explain why consumers choose to shop online: [Internet stores] tend to reduce the time the consumer spends on shopping (travel time, time spent parking, time spent traveling from the parking lot to the store, time spent in the checkout lines) either directly or indirectly. … The only time component remaining is the time spent browsing the Web sites (which corresponds to the time spent browsing the aisles in the more traditional sources of retailing). Therefore, a great attraction of the Internet is the convenience that it affords (p. 98). In other words, the benefits of shopping online (easy access to retailers) outweigh the costs (not obtaining the product immediately). Depending on what type of convenience is most important to the consumer, the cost-benefit analysis could lead to a different shopping format decision. The different types of convenience that consumers may choose to seek are described below. The Multidimensional Nature of the Convenience Construct Table 1 presents the various definitions and dimensions of convenience proposed by researchers in this area. Brown (1989) is the first to define the construct of convenience, and he focuses on the need for a definition that reflects the term’s multidimensional nature. The definition of convenience proposed by Brown (1989, 1990) contains five different dimensions: time, place, acquisition, use, and execution. Note that all five of the dimensions reflect the idea of saving consumers’ time and effort expenditures. -------------------------------- Table 1 about here -------------------------------- 256
Berry, Seiders, and Grewal (2002) identify and define five dimensions of convenience applicable to the services arena: access, decision, transaction, benefit, and post-benefit. Seiders, Voss, Grewal, and Godfrey (2003) empirically investigate these dimensions of service convenience and their relationship to value perceptions and behavioral intentions. Their findings suggest that decision convenience has a positive effect on value perceptions; access convenience has no significant effect on either value perceptions or behavioral intentions; transaction convenience has a positive effect on behavioral intensions; and benefit convenience has a strong positive effect on both value perceptions and behavioral intentions. Seiders, Berry, and Gresham (2000) identify and define four dimensions of convenience that are specific to retailers. These four dimensions of retail convenience are essential for the purposes of this study. They are discussed in greater detail below. Access convenience. Access convenience is defined as “the speed and ease with which consumers can reach a retailer” (Seiders, Berry, and Gresham 2000, p. 81). This access may occur in person, over the phone, through a computer, or in other ways. Access convenience is an extremely important dimension of retail convenience, because if the consumer cannot reach the retailer, then all other dimensions of retail convenience are meaningless. In other words, if the consumer cannot reach the retailer, then they will never be given the opportunity on that particular shopping attempt to make a decision, to complete a transaction, or to possess the desired product from the retailer. Consumer decision-making is significantly influenced by both the speed and ease with which consumers can make contact with retail outlets. Traditional retailers may improve access convenience by operating from a location that is easy to get to, near to most consumers, and near to other frequently visited stores (Seiders, Berry, and Gresham 2000). Online retailers are particularly suited for access convenience, as it provides the opportunity for consumers to shop 257
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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
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and mentally intangible a product/s
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2.4.1. Knowledge and Intangibility
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category, we included both generic
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goods exhibit higher levels of phys
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5.1. Intangibility: Brand and Gener
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greater involvement with the purcha
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with generality, may also affect co
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Berry LL, Clark T. Four ways to mak
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Laroche M, Bergeron J, Goutaland C.
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Questionnair es Questionnaire 1 Que
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Table 3 Results of factor analysis
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Table 4 Summary of results 108
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Table 5 Stepwise multiple regressio
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Table 8 Stepwise multiple regressio
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114
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Intangibility Physical intangibilit
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net income of 94% and 119%, respect
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this, it is not surprising that eBa
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frequently referred to as feedback
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An auction participants’ feedback
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The objective of study one was to i
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excerpts that were selected and fus
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Consumers believed that sellers wit
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negative feedback could be me,” a
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idder should read the praises too b
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first study focused on one class of
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Rothkopf, Joydeep Srivastava, Rami
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Industrial Economics. 50:3. 337-349
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http://www.laxshopper.com/index.htm
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144
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Firstly, the consumer is supposed t
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For the psycho-sociology of environ
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To analyse appropriation strategies
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The second strategy is the most ela
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From the appropriation perspective
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To test these hypotheses we selecte
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Glace Glace Chart 4. Spatial config
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Chart 5b. Spatial configuration of
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No differences between the three di
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appropriation strategies adopted by
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A matrix of space management can th
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Holbrook M.B. (1999), Introduction
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Asymmetric Quality Tier Competition
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Wisniewski (1989) proposed a theory
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alternatives prior to the choice de
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decrease in tradeoff when L reduces
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As Bronnenberg and Wathieu (1996) u
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Those conceptually based utility fu
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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
Page 206 and 207: 3.2.2.2. Involvement The final comp
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Page 210 and 211: 6. Test of Hypotheses [Insert table
Page 212 and 213: Cacioppo, Schumann, 1983; Petty and
Page 214 and 215: Pelsmacker et al, 1998). ATTI is li
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Page 218 and 219: Cho, C.H.: How Advertising Works on
Page 220 and 221: Liu, C. and Arnett, K.P. Exploring
Page 222 and 223: Rose, G., Khoo, H. and Straub, D.W.
Page 224 and 225: Table 1: Results of Confirmatory Fa
Page 226 and 227: Table 2: Full Structural Model Fit
Page 228 and 229: EXPB� INV H7b NS 0.080 0.062 0.00
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Page 232 and 233: MAPPING RETAILING ENTREPRENEUR DECI
Page 234 and 235: Attempts to use a framework to find
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Page 238 and 239: included in this sentence would be
Page 240 and 241: Detailed causal maps are needed in
Page 242 and 243: Start-up. Details of the stream of
Page 244 and 245: more successful when they avoid big
Page 246 and 247: Axelrod, Robert (1976), "The Cognit
Page 248 and 249: 1. Brian Shore starts several + 2.
Page 250 and 251: + 1. B.S. ‘Maximizes use of fryin
Page 252 and 253: degree of importance consumers plac
Page 254 and 255: initial use of the word “convenie
Page 258 and 259: at home 24 hr/7 days a week (Hofack
Page 260 and 261: Figure 1 about here ---------------
Page 262 and 263: the organization and design of the
Page 264 and 265: ehavior courses participated as bot
Page 266 and 267: convenience is different for the tw
Page 268 and 269: should seek to establish a similar
Page 270 and 271: obtained a small sample size of onl
Page 272 and 273: Dunn DT, Thomas CA, Lubawski JL. Pi
Page 274 and 275: Table 1 Dimensions of Convenience G
Page 276 and 277: Table 3 Retail Convenience Scale Re
Page 278 and 279: Table 5 Correlations, Means, and St
Page 280 and 281: Error! Figure 1 Retail Convenience
Page 282 and 283: Customer-to-customer interaction is
Page 284 and 285: Second, we need to find out the opt
Page 286 and 287: esponse to the behavior of other cu
Page 288 and 289: ewards (Swinyard 1993). A customer
Page 290 and 291: Values may be defined as beliefs th
Page 292 and 293: find out the optimal combination of
Page 294 and 295: Taguchi recommends the use of signa
Page 296 and 297: epresent higher tolerance of incomp
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Page 300 and 301: Three significant interaction terms
Page 302 and 303: McGrath, Mary Ann, Otnes, Cele, (19
Page 304 and 305: Table…2 Tests of Between-Subjects
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Figure…2 (a) Combination of L4 Ta
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