Quality, value, satisfaction, trust, a

Table 1
Dimensions of Convenience
General Convenience Definition
(Brown 1989, 1990)
1. Time Products/services may be provided at a time that is most
convenient for the customer
2. Place Products/services may be provided in a place that is more
convenient for the customer
3. Acquisition Firms may make it easier for the customer, financially and
otherwise, to purchase their products/services
4. Use Products/services may be made more convenient for the
customer to use
5. Execution Perhaps the most obvious convenience is simply having some
one else provide the product/service for the consumer
Service Convenience (Berry,
Seiders, and Grewal 2002)
1. Access convenience Involves consumers’ perceived time and effort expenditures to
initiate service delivery
2. Decision convenience Involves consumers’ perceived time and effort expenditures to
make service purchase or use decisions
3. Transaction convenience Involves consumers’ perceived expenditures of time and effort
to effect a transaction
4. Benefit convenience Involves consumers’ perceived time and effort expenditures to
experience the service’s core benefits
5. Post-benefit convenience Involves consumers’ perceived time and effort expenditures
when reinitiating contact with a firm after the benefit stage of
the service
Retail Convenience (Seiders,
Berry, and Gresham 2000)
1. Access convenience The speed and ease with which consumers can reach a retailer
2. Search convenience The speed and ease with which consumers can identify and
select products they wish to buy
3. Transaction convenience The speed and ease with which consumers can effect or amend
transactions
4. Possession convenience The speed and ease with which consumers can obtain desired
products
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