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To what extent does need for touch affect online perceived quality?

Sonia San-Martín (Departamento de Administración y Economía de la Empresa, Universidad de Burgos, Burgos, Spain)
Óscar González-Benito (Departamento de Administración y Economía de la Empresa, Universidad de Salamanca, Salamanca, Spain)
Mercedes Martos-Partal (Departamento de Administración y Economía de la Empresa, Universidad de Salamanca, Salamanca, Spain)

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 17 August 2017

Issue publication date: 5 September 2017

2582

Abstract

Purpose

The purpose of this paper is to address the potential impact of need for touch (NFT) on perceived product quality and the possible roles of purchasers’ social (subjective norms), personal (buying impulsiveness) and epistemic (e-commerce orientation) factors, as well as the likely interaction effect of the shopping channel.

Design/methodology/approach

The empirical study is based on 540 observations, analysed in a partial least squares structural equation model.

Findings

The link between the NFT and perceived quality tends to be negative, especially for online purchases. E-commerce orientation reduces the need to touch products, but subjective norms and buying impulsiveness have no significant effects.

Research limitations/implications

The NFT scale might be improved by adding more items. Some of the structural model coefficients indicate a low effect size. Finally, the results are limited to Spanish purchasers of the focal product.

Practical implications

Firms should appeal to purchasers’ e-commerce orientation to reduce the negative implications of a need to touch products among consumers shopping online.

Originality/value

The need to touch a product may be an obstacle to online purchases, yet few studies deal with its impact in online, relative to offline, contexts to evaluate product quality. This study also integrates personal, social and epistemic factors.

Keywords

Acknowledgements

The authors appreciate support from the Ministerio de Educación y Ciencia (Spain), for a research project on distributor brands and innovation (Reference EC02014-53060-R). The authors also thank the editor and anonymous reviewers whose insightful comments helped shape this paper.

Citation

San-Martín, S., González-Benito, Ó. and Martos-Partal, M. (2017), "To what extent does need for touch affect online perceived quality?", International Journal of Retail & Distribution Management, Vol. 45 No. 9, pp. 950-968. https://doi.org/10.1108/IJRDM-04-2016-0054

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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