Quality, value, satisfaction, trust, a

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find out the optimal combination of controllable and uncontrollable factors would minimize the negative impact of uncontrollable factors on reaction to incompatible situations. For understanding main and interaction effects, a 6 2 2 − fractional factorial iv design with sixteen treatments, as shown in figure 1, was used to create service scenarios or profiles for understanding the impact of antecedents on reaction towards customer incompatibility. Since it was a resolution four design, no main effect was confounded with first order interactions. This means that not only main effect estimates were clean but we could also calculate some of the first order interactions rather cleanly. --------------------------------------------------------------------------------------------------- Place Figure 1 about here --------------------------------------------------------------------------------------------------- Three hundred and twenty respondents self administered 27 item Schwartz <strong>value</strong> system questionnaire for measuring conservative versus openness to change orientation. Based on the results of the survey, respondents were segregated into two groups of conservative and open to change. Following Weyant (1978), mood of each group was manipulated through false feedback. Half of the respondents in each group were given two different types of anagrams to be solved. Anagrams are the words, from whose alphabet another word can be created. One set of respondents in each group was handed anagrams which were supposed to easier to solve while the other group got a difficult set. Each anagram test contained 25 questions. Subjects were given 15 minutes to complete as many anagrams as possible. After the end of 15 minutes respondents read the false statistics about the tests. Respondents in the groups that received easy anagrams were told that they had done exceedingly bad and 292
their results were well below the average for these kinds of tests, thereby placing them in bad mood. Group that received difficult anagrams were told that they had done exceedingly well and their results were far above the average for these kinds of tests, thereby placing them in good mood. For treatment of control over activities, control over outcome, expectations, and involvement, each respondent received one of the sixteen combinations (in form of a video movie) and recorded his/her reaction to customer incompatibility on a scale of 1-6. Instead of using written scenarios, video films were developed to operationalize the design factors of involvement, perceived control and expectations. We believe that video films provided respondents were in restaurant reality and their responses were expected to more realistic than would have been with written scenarios. At the end, manipulation measurement checks were made for mood, perceived control and involvement. For experiment to find out the optimal combination of controllable and uncontrollable factors, half fractions of 2 3-1 were used as outer and inner arrays in a Taguchi style experiment (see figure 2). The inner array is composed of controllable factors and the outer array consists of uncontrollable factors. In this arrangement each combination of controllable factors was contrasted with all combination of uncontrollable factors providing us with detailed information on all possible impacts of uncontrollable factors. --------------------------------------------------------------------------------------------------- Place Figure 2 about here --------------------------------------------------------------------------------------------------- 293
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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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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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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 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 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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