Search results
1 – 10 of over 1000Saad Zighan, Tala Abuhussein, Ziad Alkalha and Firas Yousef Omar
The primary purpose of this study is to investigate the strategic transition undertaken by e-retailers as they progress from meeting order-qualifier requirements to establishing…
Abstract
Purpose
The primary purpose of this study is to investigate the strategic transition undertaken by e-retailers as they progress from meeting order-qualifier requirements to establishing order-winner elements within their operational frameworks. The overarching objective is to uncover how e-retailers can attain and sustain a competitive advantage in the marketplace.
Design/methodology/approach
This study adopted a focus group strategy, which involved collecting qualitative data. Evidence was collected from 41 customers and 16 business managers. The template analysis method was employed to code and organise themes identified during these discussions systematically.
Findings
The study identified 34 operational dimensions. 19 dimensions are related to e-retailing platforms and transaction processes, and 15 measurements are related to product or service characteristics. These dimensions were grouped into threshold resources, distinctive resources, threshold competencies and distinctive competencies. Distinctive resources and distinctive competencies are the most critical dimensions of e-retailing. These dimensions are subject to the “more is better” rule. Nevertheless, threshold resources are essential for e-retailing to be considered in the marketplace. It represents the “Must-be quality element.”
Originality/value
This study introduces the concept of a “cumulative model” in e-retailing. It offers strategic guidance for e-retailers seeking to navigate the complex landscape of competitive priorities. Companies can enhance their differentiation edge by identifying and emphasising distinctive resources and competencies. The study offers a nuanced understanding of the interplay between order-qualifier and order-winner elements in the pursuit of sustained competitiveness within the dynamic e-retail industry.
Details
Keywords
Min Zhang, Xujing Dai and Zhen He
E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery has been mainly focussed on the customers’ perspective. The purpose of…
Abstract
Purpose
E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery has been mainly focussed on the customers’ perspective. The purpose of this paper is to examine service recovery from the operations management perspective of the e-retailing industry in order to investigate the impact of an integrated service recovery system on e-retailers’ capability improvement and market performance.
Design/methodology/approach
Empirical data consists of a sample of 256 employees from a leading e-retailer in China. Structural Equation Model was used to verify the relationship between the integrated recovery system and employees’ job satisfaction and organizational citizenship behavior (OCB) as well as e-retailers’ capability improvement and market performance.
Findings
The empirical results reveal that e-retailers need to pay attention to establishing an integrated recovery system. The system can facilitate employee job satisfaction and OCB, ultimately the e-retailer’s market performance. However, the relationships between job satisfaction and OCB as well as market performance are found to be low in the context of e-retailing in China.
Originality/value
This research contributes to the effectiveness of an integrated service recovery system in the context of e-retailing and the important role played by employees during recovery process.
Details
Keywords
Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee and Azarnoush Ansari
This paper aims to develop a validated scale that can help in measuring the gamified e-service quality (GE-SQ) in the e-retailing industry.
Abstract
Purpose
This paper aims to develop a validated scale that can help in measuring the gamified e-service quality (GE-SQ) in the e-retailing industry.
Design/methodology/approach
The paper uses a mixed-method approach to develop and validate a scale for GE-SQ. First, reviewing the literature and interviewing with 14 experts were conducted to explore the initial items and themes. A sample of 215 participants was collected from online customers in Iran. Explanatory factor analysis (EFA) was conducted to this sample to validate the categorized themes. Next, confirmatory factor analysis (CFA) was used to confirm the validity of the established dimensions by a sample of 549 online customers.
Findings
The results extracted 26 items and categorized them to 6 dimensions. “Ease of use”, “reliability”, “emotional appeal”, “interactivity”, “security” and “visual appeal” have been identified as the dimensions of the GE-SQ scale in the e-retailing industry. The validity of the developed scale containing 6 dimensions and 26 items was confirmed.
Originality/value
This research identified GE-SQ as a valid and reliable scale with six dimensions for measuring e-service quality in e-retailing. This finding has made significant academic contributions to the service quality and the retailing literature.
Details
Keywords
Rohit Bhagat, Vinay Chauhan and Pallavi Bhagat
Technology has been witnessing a rapid growth. The advent of artificial intelligence has further enhanced the satisfaction level of consumers, which makes it even more vital in…
Abstract
Purpose
Technology has been witnessing a rapid growth. The advent of artificial intelligence has further enhanced the satisfaction level of consumers, which makes it even more vital in the current scenario. This paper aims to explore the factors affecting practical implacability of artificial intelligence and its impact on consumers’ online purchase intention.
Design/methodology/approach
This paper has used a technology-based model as the base to explore the different factors affecting consumers’ purchase intention towards e-retailing. This study has formulated a model that demonstrates the integration of artificial intelligence in retailing by the business organizations so as to understand the needs of customers and help them accept technology. This study has further explored faith, subjective norms and consciousness as constructs which enhance the implacability of artificial intelligence.
Findings
This study shows that artificial intelligence positively influences consumers’ buying behaviour. This study through a model also shows that integration of artificial intelligence enhances consumers’ purchase intention.
Research limitations/implications
The study has been focusing on a portion of target population. So there is scope to include the whole set of the population to get closer-to-accurate results.
Practical implications
The study offers useful inputs for academicians as well as marketers for predicting buying behaviour of consumers. Marketing managers can use artificial intelligence–embedded technology to enhance online purchase intention.
Social implications
The study shows that an increase in consciousness towards e-retailing has made consumers keenly analyse and purchase products on the basis of merit and usefulness of the products.
Originality/value
The contribution has been made with the best of knowledge in formulating an integrated artificial intelligence model for consumers’ purchase intention in e-retailing.
Details
Keywords
Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee and Azarnoush Ansari
This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.
Abstract
Purpose
This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.
Design/methodology/approach
A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.
Findings
The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.
Originality/value
The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.
Details
Keywords
Lauren M. Trabold, Gregory R. Heim and Joy M. Field
The online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants of success in online retailing…
Abstract
Purpose
The online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants of success in online retailing are similar or differ by industry sector. The purpose of this study is to examine industry sectors separately to distinguish drivers associated with overall satisfaction for the online consumers in those sectors.
Design/methodology/approach
The paper uses ridge regression to examine how e‐service quality dimensions are associated with overall customer satisfaction for several e‐retailing sectors.
Findings
While several e‐service quality dimensions exhibit a similar impact across all sectors, several other dimensions exhibited sector‐by‐sector differences. The drivers that frequently differ across sectors include price perceptions, ease of returns and refunds, and privacy experience.
Research limitations/implications
As an exploratory study, research opportunities and limitations derive from the public source of data, sample sizes within some of the sectors, and the ridge regression methodology.
Practical implications
Related prior research examined individual e‐retailing sectors, leading to scattered sets of findings that cannot be triangulated. The research allows for comparison by the manager, and presents empirical insights for managers in several e‐retail sectors.
Originality/value
This paper is one of only a few studies to examine a consistent set of e‐service quality measures on a sector‐by‐sector basis. The paper is also unique in that it uses publicly available data sources to examine these relationships, providing managers with insights on how they might analyze such public data sets for their own usage.
Details
Keywords
The purpose of this paper is to examine the effects of product coordination and a model's face on consumer responses in terms of affective states, perceived amount of information…
Abstract
Purpose
The purpose of this paper is to examine the effects of product coordination and a model's face on consumer responses in terms of affective states, perceived amount of information and purchase intention.
Design/methodology/approach
The design of the study was a 2 (product presentation: coordinated vs uncoordinated) × 2 (model's face: present vs absent) between‐subjects design. A convenience sample of 243 college students participated in a web experiment.
Findings
The results suggest that complementary apparel items should be coordinated together (e.g. pairing t‐shirt and pants together on a model) on the web sites to produce favorable consumers' shopping outcomes. However, contrary to prior research findings, consumers perceived more information when no model's face was present with the product than when an attractive model's face and body were shown together.
Research limitations/implications
This study used a convenience sample of college women. Thus, future research needs to include a more diverse group of e‐shoppers to enhance generalizability of the findings.
Practical implications
The findings of the study provide useful insights that apparel e‐retailers can utilize to develop more effective e‐retailing web sites. Based on the findings, product coordination without a model's face is recommended for e‐retailers.
Originality/value
Overall the paper's findings provide empirical support for the Stimulus‐Organism‐Response (S‐O‐R) model and the ensemble effect.
Details
Keywords
Luiz Antonio Joia and Paulo Sanz
To analyze empirically the transaction profitability derived from sporadic and frequent customers in the e‐retailing sector of minor home appliances in Brazil.
Abstract
Purpose
To analyze empirically the transaction profitability derived from sporadic and frequent customers in the e‐retailing sector of minor home appliances in Brazil.
Design/methodology/approach
A company's database was analyzed quantitatively to assess the transaction profitability derived from sporadic and frequent customers purchasing via the firm's digital channel, namely its web site. Besides, qualitative evidence was also collected from interviews with the main professionals involved in marketing and e‐commerce in the firm and through analysis of the company's web site and e‐mail communications with customers.
Findings
The commercial transaction profitability associated with sporadic customers can be higher than that derived from frequent purchasers.
Research limitations/implications
The study concentrated on a single company within a specific industry (minor home appliance e‐retailing) based in a specific country, namely Brazil.
Practical implications
The benefits of web consumer retention would only seem to be advantageous for digital companies that are client‐centric, which can interact with these consumers. Furthermore, the mere fact of using transactional practices, low differentiation between products and the emphasis on promotion of price on the web would seem to increase sensitivity to price on the part of the consumers, particularly those who make purchases more frequently.
Originality/value
To enable practitioners and academics to grasp fully the real value of frequent and sporadic clients, in order to allow digital companies to develop coherent strategies for them.
Details
Keywords
Fatemeh Ehsani and Monireh Hosseini
Taking the perfect perspective of customers' satisfaction, this paper aims to investigate the elements affecting customer satisfaction in business-to-consumer (B2C) online…
Abstract
Purpose
Taking the perfect perspective of customers' satisfaction, this paper aims to investigate the elements affecting customer satisfaction in business-to-consumer (B2C) online retailing stores, which are divided into five non-monetary dimensions: trust, order fulfillment, website construction, excitement and interaction.
Design/methodology/approach
Due to distinguishing the suitability of the data, the authors used exploratory factor analysis (EFA). Next, the authors utilized confirmatory factor analysis (CFA) to check their validity. Then, the authors applied Cronbach's alpha to check the reliability of the elements. After that, the authors combined these five elements with structural equation modeling (SEM) to make a model. The authors also performed Friedman tests to prioritize the elements.
Findings
The results indicate that each element is undeniably significant and has an extraordinary impact on customers' satisfaction evaluation. Therefore, system providers and electronic retailers need to consider them on their websites to achieve marketing goals in the competitive online environments.
Originality/value
Electronic commerce has resulted in an essential change in B2C marketing, especially in the electronic retailing industry. Online suppliers need to satisfy their customers to receive competitive advantages and increase their income. The purpose of this study is to research the elements affecting customers' satisfaction in B2C online retailing stores.
Details
Keywords
Pingjun Jiang and Bert Rosenbloom
Compared with the emphasis that service quality research has received in online marketing, much less work has been done on the role of price perception, service attribute‐level…
Abstract
Purpose
Compared with the emphasis that service quality research has received in online marketing, much less work has been done on the role of price perception, service attribute‐level performance and satisfaction that unfolds over time, and their effects on customer retention. This paper seeks to fill this gap in the literature.
Design/methodology/approach
This paper builds propositions about the role of price and customer satisfaction at different stages on customers' intention to return. Research hypotheses are developed based on theory from the combined literatures of services, product pricing, and behavioral decision theory. Data from the e‐retailing industry related to two specific periods of shopping experience (at checkout and after delivery) are used in the empirical tests. Structural equation modeling is employed to test the hypothesized relationships.
Findings
The findings of this study indicate that after‐delivery satisfaction has a much stronger influence on both overall customer satisfaction and intention to return than at‐checkout satisfaction, and that price perception, when measured on a comparative basis, has a direct and positive effect on customer overall satisfaction and intention to return.
Research limitations/implications
The data are only available from surveying customers who have made purchases. Future study can investigate how satisfaction with shopping convenience has impacted customer acquisition. Measures of actual return behavior, as opposed to behavioral intentions, will also enhance the validity of the study.
Practical implications
This paper concludes that excellence pre‐sales service is not necessarily an advantage that allows e‐tailers to develop customer retention. In fact, e‐tailers might command higher customer retention through providing good performance in after‐delivery service and continuously generating favorable price perceptions among customers because both have a strong and positive influence on return intention.
Originality/value
This research conceptualizes and explores different aspects of satisfaction that unfold over time, regarding customers' whole shopping experience with a particular e‐retailer. It is a pioneer work that empirically investigates the relative contribution of at‐checkout and after‐delivery satisfaction in generating intention to return to an e‐tailer.
Details