Quality, value, satisfaction, trust, a

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Figure 1 about here -------------------------------- As the dimensions of convenience have only begun to be examined empirically, the first hypothesis relates to the different structures of retail convenience for in-store and online shoppers. We concur with Seiders, Berry, and Gresham (2000) that there exists four distinct dimensions of retail convenience. For traditional in-store shoppers, we feel an additional dimension of convenience should be considered. Hoffman (2000) found that in-store shoppers consider it convenient to ask for and receive assistance from a salesperson in making a purchase, especially if the consumer lacks the necessary information to complete the purchase himself. Particularly for purchases that require extensive problem solving, if the consumer lacks the necessary information, he will seek that information from expert problem solvers like knowledgeable salespeople (Dunn, Thomas, and Lubawski 1981; Hoffman 2000). Thus, “assisted search,” defined as the speed and ease with which consumers identify and select products they wish to buy due to assistance from a salesperson, is an additional convenience dimension applicable to traditional retailers. It is not appropriate, however, to consider search features on a retailer’s website as assistance in the same manner in which it takes place at a physical store. It is the knowledge, training, and advice from a human salesperson that may provide convenience in a way that a virtual store cannot. Thus, the following is hypothesized: H1a: For traditional in-store shoppers, retail convenience is a multidimensional construct containing five distinct dimensions: access, search, assisted search, transaction, and possession. H1b: For online shoppers, retail convenience is a multidimensional construct containing four distinct dimensions: access, search, transaction, and possession. In addition to testing the multidimensional nature of retail convenience, we also hypothesize about the relationship of these dimensions to in-store and online shoppers. As previously stated, the dimension of access convenience is defined as “the speed and ease with 260
which consumers can reach a retailer” (Seiders, Berry, and Gresham 2000, p. 81). Consumers who frequently shop at online retail stores do so because they can shop from the comfort of their homes and at any time of the day or night. The ability to reach the retailer at a time most convenient to the consumer (access convenience) is certainly a benefit of online shopping. Compared to shopping at traditional locations, shopping online saves the consumer travel time to the location, time spent parking, and time spent traveling from the parking lot to the store (Bhatnagar, Misra, and Rao 2000). With traditional locations, however, customers are required to adjust their preferred shopping time to fit within the retailer’s hours of operation. The concept of cost-benefit analysis (Prest and Turvey 1965) may be used to explain why consumers who shop online benefit most from access convenience. Online shoppers believe that the benefit of time saved by being able to access retail outlets from the comfort of their home or office at anytime of the day or night far outweighs the costs of delayed merchandise possession and the risks associated with shopping online (Wolfinbarger and Gilly 2001; Morganosky and Cude 2000). In-store shoppers receive the benefit of immediate possession of their purchases at the sacrifice of convenient store access. Formally stated: H2: Online shoppers realize the benefit of access convenience more than traditional in-store shoppers do. Consumers who <strong>value</strong> search convenience do so because of reduced time spent looking for a particular product and finalizing their product decision. Online shoppers are more likely to realize the benefit of search convenience than in-store shoppers, simply because they are able to compare product and pricing information without having to leave home. Benefits falling within the dimension of search convenience include site design (Szymanski and Hise 2000), navigation (Childers, Carr, Peck, and Carson 2001), and selection and availability of product information (Wolfinbarger and Gilly 2001). Many consumers who choose to shop online do so because of 261
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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
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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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Page 212 and 213: Cacioppo, Schumann, 1983; Petty and
Page 214 and 215: Pelsmacker et al, 1998). ATTI is li
Page 216 and 217: improvements are brought into navig
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
Page 236 and 237: attempts resulting in failure are n
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 256 and 257: In the decision-making process, tim
Page 258 and 259: at home 24 hr/7 days a week (Hofack
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
Page 298 and 299: estaurant where they can escape inc
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
Page 306 and 307: Figure…2 (a) Combination of L4 Ta
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