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An Empirical Examination of Retail Convenience for In-Store and Online Shoppers...........251 Nicole Ponder, Mississippi State University Michelle Bednarz, Mississippi State University What influences customer reaction to incompatibility? An empirical investigation...............281 2
A Global Examination Of Relationship Marketing Concepts In A Retail Banking Context Philippe AURIER, University Montpellier 2 Gilles N'GOALA, EDHEC Business School Abstract. This paper tests the validity and the causal structure of the main concepts developed in the relationship marketing literature, including perceived quality (technical and functional), value, satisfaction, trust and commitment to the brand. Working with two samples each consisting of 2,150 customers of a large bank, we first study the unidimensionality of these concepts and underline their high correlations. We then study their causal structure and show that our data are compatible with a "relational chain" structure with significant direct effects of both quality components (technical and functional) on value, and effects of value on satisfaction, of satisfaction on trust, and finally, of trust on commitment. Indeed, all these links are positive, strong, and nearly equal in intensity (close to 0.5). Key Words. Relationship marketing, Quality, Value, Satisfaction, Trust, Commitment, Brand-Consumer Relationship, Service. 3
Page 1: Volume 2 Contents: A Global Examina
Page 5 and 6: and to measure them simultaneously
Page 7 and 8: customers’ total consumption expe
Page 9 and 10: From product perceived quality towa
Page 11 and 12: cumulative, or a combination of the
Page 13 and 14: trust4 -.68 commit1 .59 commit2 .51
Page 15 and 16: we observed that the least correlat
Page 17 and 18: outside of the consumption experien
Page 19 and 20: REFERENCES Anderson Eugene W., Forn
Page 21 and 22: Holbrook Morris B. Consumer Value:
Page 23 and 24: APPENDIX 1. DESCRIPTION OF THE ITEM
Page 25 and 26: An Empirical Examination of Retail
Page 27 and 28: This paper is organized in the foll
Page 29 and 30: Human and cognitive effort has been
Page 31 and 32: Seiders, Berry, and Gresham (2000)
Page 33 and 34: The four dimensions of retail conve
Page 35 and 36: 2000). In-store shoppers receive th
Page 37 and 38: process resulted in slightly differ
Page 39 and 40: examine the dimensionality of these
Page 41 and 42: Seiders, Berry, and Gresham’s (20
Page 43 and 44: used, and the respondents were all
Page 45 and 46: Enis BM, Roering KJ. Product classi
Page 47 and 48: Table 1 Dimensions of Convenience G
Page 49 and 50: Table 3 Retail Convenience Scale Re
Page 51 and 52: Table 5 Correlations, Means, and St
Page 53:
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
Page 220 and 221:
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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