Quality, value, satisfaction, trust, a

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and Novak, 1996; Hammond, McWilliam and Diaz, 1998), few studies consider its role in the online satisfaction process. Product search, information search and recreation are common motives for surfing on the Internet (Hoffman and Novak, 1996; Hammond, McWilliam and Diaz, 1998). Purchasing conversion rate is only five per cent on the Internet (Moe and Fader, 2001). However all visitors-information seekers or recreation seekers- are valuable to an online retailer: as a shopper makes more visits to a store, he/she feels less anxiety toward buying on the web site (Moe and Fader, 2001). In addition to shopping motives others dimensions of consumer situation such as time pressure also influence consumer shopping behaviour and its response to the shopping environment (Iyer, 1989; Titus and Everett, 1997). Understanding consumer situation while e-shopping is a key requirement to build online retail patronage: How does consumer situation shape consumer shopping experience and the satisfaction process itself? Based on a synthesis of previous research, two specific shopping orientations have been defined here: a “shopping as work” orientation (“the consumer considers the visit ahead more as a job that has to be done and is oriented toward an efficient experience that accomplishes the job”) and a “shopping as recreation” orientation (“the consumer considers the visit ahead as being potentially pleasant and expects to gain gratification from the process itself"). What role do online shopping orientations play in shaping the satisfaction process? Few researchers try to understand how males and females differ in their evaluation of a traditional or online shopping experience. However, because of socio-demographical changes- such as an increase in divorce rate in most western countries- or behavioural changes- men in their teens or mid-20s are, for example, shop more frequently and are beginning to shop in group like teenage girls (Bird, 2002), males are becoming an important part of the store clientele. At the end of 2002, in the United States, males represented 51% of all internet users (Harris Interactive cited by Journal du Net, 2003) and 40% of Internet shoppers (BizRate cited by Journal du Net, 2003). It is thus important to understand how they react to an online 56
shopping environment. How do males and females differ in their evaluation of an online shopping experience? In order to answer these questions, this article starts with a conceptual discussion of online shopping values, satisfaction, shopping orientation and gender. Literature in consumer behavior with a focus on shopping behavior is used to understand the relationships between these variables. The results of an online experiment which validates some of these relationships are then presented. Finally, implications for theory and practice are addressed. Online shopping values and consumer satisfaction with the electronic catalog visit Shoppers’ experiences in connection to an online or traditional store can be categorized into (1) experiences related to being in the store itself and (2) experiences related to consuming the products and services obtained from the retailer (Westbrook, 1981). Online store satisfaction results from shopping experience satisfaction, product delivery satisfaction, product satisfaction and when necessary complaining behavior satisfaction (Oliver, 1981). This article focuses on the first step of the process-the electronic catalog visit- and on consumer satisfaction with the electronic catalog visit. Satisfaction has been defined here as “an evaluation of the surprise inherent in a product acquisition and/or product experience” (Oliver, 1981). Consumption experiences have been described according to an information processing and an experiential perceptive (Holbrook and Hirschman, 1982; Hirschman and Holbrook, 1982). The information processing perspective describes the consumer as “a problem solver engaged in the goal directed activities of searching for information, retrieving memory cues, weighting evidence, and arriving at carefully considered judgmental evaluation” (Holbrook and Hirschman, 1982, p 135) while the experiential view describes the consumer as an hedonist engaged in “playful leisure activities, sensory pleasures, daydreams, esthetic enjoyment, and emotional responses” (Holbrook 57
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Volume 2 Contents: A Global Examina
Page 3 and 4:
A Global Examination Of Relationshi
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
Page 58 and 59: and Hirschman, 1982, p 132). These
Page 60 and 61: interpretations of, all factors par
Page 62 and 63: the hedonic aspects of the online s
Page 64 and 65: satisfaction (Oliver, 1980; Westbro
Page 66 and 67: H6). It involves performing a multi
Page 68 and 69: Differences between the “shopping
Page 70 and 71: (Hypothesis 5) and online shopping
Page 72 and 73: demonstrates the importance of meas
Page 74 and 75: Dabholkar, Pratibha A. Incorporatin
Page 76 and 77: Mano Haim Elliott Michael T. Smart
Page 78 and 79: Zeithaml V., Parasuraman A. Malhotr
Page 80 and 81: 1. Introduction Like inseparability
Page 82 and 83: specific attributes. Dealing with p
Page 84 and 85: 2.2. Perceived Difficulty of Evalua
Page 86 and 87: and mentally intangible a product/s
Page 88 and 89: 2.4.1. Knowledge and Intangibility
Page 90 and 91: category, we included both generic
Page 92 and 93: goods exhibit higher levels of phys
Page 94 and 95: 5.1. Intangibility: Brand and Gener
Page 96 and 97: greater involvement with the purcha
Page 98 and 99: with generality, may also affect co
Page 100 and 101: Berry LL, Clark T. Four ways to mak
Page 102 and 103: Laroche M, Bergeron J, Goutaland C.
Page 104 and 105: Questionnair es Questionnaire 1 Que
Page 106 and 107:
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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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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