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1 – 10 of over 2000
Article
Publication date: 11 January 2021

Shian-Yang Tzeng, Myriam Ertz, Myung-Soo Jo and Emine Sarigöllü

Singles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights…

3761

Abstract

Purpose

Singles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.

Design/methodology/approach

A two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.

Findings

The findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.

Originality/value

This paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.

Details

Marketing Intelligence & Planning, vol. 39 no. 4
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 4 September 2009

Hyunjoo Oh and Kyoung‐Nan Kwon

The purpose of this paper is to explore how consumers respond to price promotions in stores and on internet channels during a holiday season. Since holiday shopping has…

3765

Abstract

Purpose

The purpose of this paper is to explore how consumers respond to price promotions in stores and on internet channels during a holiday season. Since holiday shopping has long been considered promotion intensive and multichannel shopping is increasing, it is important to understand whether consumers respond differently to price promotions from these two different channels. The paper aims to examine whether the extent of price promotions that consumers perceive in online and offline channels and their sensitivity to such price promotions influences their holiday spending in each channel.

Design/methodology/approach

A public telephone survey was conducted to collect data during the month of December 2006. Using random sampling in Florida, a total of 501 responses were collected.

Findings

Overall, the findings support the effectiveness of price promotions during holiday periods. Such awareness of the extensive practice of price promotions at stores can encourage holiday spending offline; additionally, sensitivity to price promotions on the internet can be transferred into increased holiday spending online.

Practical implications

The results of this paper extend knowledge of how holiday price promotions affect consumer spending and provide important insights into how retailers should develop price promotion programs that are well tailored to consumer behaviors in different channels.

Originality/value

This paper addresses an untapped issue on how price promotions are perceived in multichannel holiday shopping contexts.

Details

International Journal of Retail & Distribution Management, vol. 37 no. 10
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 1 January 2010

Zhu Zhang and Doyeon Won

This investigation evaluated four sports fan characteristics (fan identification, trust in internet shopping, attitude towards online purchasing, and perceptions of…

Abstract

This investigation evaluated four sports fan characteristics (fan identification, trust in internet shopping, attitude towards online purchasing, and perceptions of convenience) and two sports website characteristics (perception of product comparison service, and website price advantage) to assess their ability to differentiate licensed sports merchandise purchasers (buyers), and those who just browsed sports websites (browsers). The results made it possible to differentiate buyers and browsers based on 'trust in internet shopping', 'attitude towards online purchasing', 'perceptions of convenience', and 'website price advantage'. Additionally, all six characteristics collectively explained sports merchandise consumers buying versus browsing.

Details

International Journal of Sports Marketing and Sponsorship, vol. 11 no. 2
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 1 July 2002

Eyong B. Kim and Sean B. Eom

Complementary to the increasing popularity of the Internet and WWW, electronic commerce (e‐commerce) has become a fast emerging industry and a significant global economic…

3225

Abstract

Complementary to the increasing popularity of the Internet and WWW, electronic commerce (e‐commerce) has become a fast emerging industry and a significant global economic force. The online retail stores need to attract more visitors and convert them into the customers who actually purchase the products or services. To achieve this goal, these stores need to endeavor to enhance customers’ satisfaction to maintain positive relationships with customers. Satisfied customers have a higher chance of purchasing merchandise from the same store and remaining loyal customers. This study investigates the features that possibly influence the perceived satisfaction of online retail shopping among university students using 27 questionnaire items. The study findings imply that the online retailers may need to put emphasis on specifying how they guarantee on‐time delivery and risk‐free, hassle‐free return clearly on their Web pages. They should follow what they promise as much as possible to improve shoppers’ satisfaction. Clearly specified policies or explanations will perhaps make customers more satisfied and trust site more.

Details

Industrial Management & Data Systems, vol. 102 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 22 February 2013

Punit Ahluwalia, Jerald Hughes and Vishal Midha

Electronic markets are known to be distinct from, and more efficient than, the conventional retail markets. The purpose of this paper is to examine the effect on pricing…

Abstract

Purpose

Electronic markets are known to be distinct from, and more efficient than, the conventional retail markets. The purpose of this paper is to examine the effect on pricing in relation to proximity to a culturally and socially significant peak shopping day and the moderating effects of consumers product rating, product popularity, and featured product website rankings.

Design/methodology/approach

The shopping season during the Thanksgiving holiday in 2010 was used to collect data for this study. This paper uses a case study approach by extracting real store‐level data from the web pages of a B2C e‐retailer. Store level data were downloaded for a total of 19 days, before and after “Black Friday.” The longitudinal data were analyzed using regression analytic procedure to conform the hypotheses.

Findings

The longitudinal data supported the hypothesized relationship between days to the culturally significant shopping event and e‐retailer selling price. The data also confirmed that featured product ranking is a significant moderator of the above relationship.

Research limitations/implications

In e‐retailer websites, webpage ranking determines the order of display of products. Literature suggests that buyers choices are influenced by the volume and order of display of information. Therefore, this study includes webpage rankings of featured products, number of consumer reviews, and consumer ratings as independent variables. Another limitation of this study is that it uses data of one large e‐retailer. Future studies may address these limitations.

Originality/value

This paper examines the pricing behavior of e‐commerce companies during “culturally and socially significant” events. and answers research questions related to the electronic markets: Do e‐commerce companies participate in cultural and social events? How do these companies manipulate pricing during a special shopping season? How are search tools employed to showcase specific products to the buyers? Is there a relationship between proximity to “Black Friday” and product price, product popularity, and product ratings?

Article
Publication date: 29 April 2021

Fatao Wang, Di Wu, Hongxin Yu, Huaxia Shen and Yuanjun Zhao

Based on the typical service supply chain (SSC) structure, the authors construct the model of e-tailing SSC to explore the coordination relationship in the supply chain…

Abstract

Purpose

Based on the typical service supply chain (SSC) structure, the authors construct the model of e-tailing SSC to explore the coordination relationship in the supply chain, and big data analysis provides realistic possibilities for the creation of coordination mechanisms.

Design/methodology/approach

At the present stage, the e-commerce companies have not yet established a mature SSC system and have not achieved good synergy with other members of the supply chain, the shortage of goods and the greater pressure of express logistics companies coexist. In the case of uncertain online shopping market demand, the authors employ newsboy model, applied in the operations research, to analyze the synergistic mechanism of SSC model.

Findings

By analyzing the e-tailing SSC coordination mechanism and adjusting relevant parameters, the authors find that the synergy mechanism can be implemented and optimized. Through numerical example analysis, the authors confirmed the feasibility of the above analysis.

Originality/value

Big data analysis provides a kind of reality for the establishment of online SSC coordination mechanism. The establishment of an online supply chain coordination mechanism can effectively promote the efficient allocation of supplies and better meet consumers' needs.

Details

Journal of Enterprise Information Management, vol. 35 no. 4/5
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 10 August 2012

Kathy Ning Shen and Mohamed Khalifa

Integrating the two‐system (reflective vs. impulsive) model and the “stimulus‐organism‐response” framework, the purpose of this paper is to construct and empirically test…

10254

Abstract

Purpose

Integrating the two‐system (reflective vs. impulsive) model and the “stimulus‐organism‐response” framework, the purpose of this paper is to construct and empirically test a model that examines online impulse buying as a phenomenon triggered by system design factors.

Design/methodology/approach

A laboratory experimental design with a 2×2 full factorial design involving 151 undergraduate students was used to validate the effects of system design stimuli on online impulse buying. Interactivity and vividness, two design factors, were manipulated and a fictitious VCD movie store was created, with four storefronts representing each combination of treatments.

Findings

A compelling and sociable virtual experience as conceptualized with telepresence and social presence has a significant effect on buying impulses over and above traditional marketing/product stimuli. Such virtual experience can be created through the usage of interactive and vivid website features. Furthermore, cognition positively moderates the relationship between buying impulse and the actual purchasing behavior.

Practical implications

The findings provide valuable guidance in website design that can stimulate online impulse buying. The results also indicate the importance of providing cognitive intervention at the purchasing stage.

Originality/value

A significant extension of the “stimulus‐organism‐response” framework is to introduce presence as the system stimulus that captures the overall virtual experience and to specify the associated design features; i.e. interactivity and vividness. By incorporating the two‐system model, this study offers a theoretical underpinning of the role of cognitive processing in impulse buying.

Details

Internet Research, vol. 22 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 10 June 2021

Claudia Stoian Bobalca, Oana Ţugulea, Mihaela Ifrim and Liviu-George Maha

As satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from…

1361

Abstract

Purpose

As satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from the internet. In this research, the authors followed two main objectives: (1) to identify factors influencing online satisfaction and (2) to determine the importance of the main determinants that explain online satisfaction in the retailing clothing sector.

Design/methodology/approach

The research combines qualitative and quantitative research methods. The authors used the focus group technique and a survey based on a questionnaire. For the first exploratory phase of the research, we conducted four focus groups with 21 women, 18–39 years old, who have at least two years experiences as online buyers and who made at least two acquisitions for clothing products in the past six months, from the same website. The purpose of this qualitative method was to understand the young women's perception about online satisfaction and to collect items to be included in the questionnaire. For the second quantitative phase of this study, the sample consisted of 241 participants. To analyse the data, two different types of inferential analysis were used: factor analysis (for identifying the factors that compose online customer satisfaction) and analysis of regression (to determine the most important factors that determine and predict online buyers' satisfaction).

Findings

The main results indicate that the significant factors determining a satisfactory experience in an e-retailing market are: good deal (savings), product expectations, customer service and website reputation.

Originality/value

The study is more relevant in the current pandemic context, when the consumer’s behaviour has changed and online shopping has substantially increased. The research can be used by companies that sell clothing on the internet and are interested in increasing their financial results and also their customers' satisfaction.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 12
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 29 November 2022

Mohammed Salem, Samir Baidoun, Nabila Abu Sharekh, Nabil Sammour, Ghada Alnajar, Fady Alasttal, Ihab Alghusain and Hassan Saqer

In both developed and developing countries, the COVID-19 pandemic has created a new generation of first-time online shoppers. More significantly, academics and…

Abstract

Purpose

In both developed and developing countries, the COVID-19 pandemic has created a new generation of first-time online shoppers. More significantly, academics and practitioners believe that the shift to online shopping will continue in the years to come. Therefore, the purpose of this study was to examine the role of digital marketing tools as a moderator variable between the independent variables (i.e. consumption patterns, lifestyle, level of income, and payment methods) and dependent variable (i.e. the consumer's attitude towards online shopping) during the COVID-19 pandemic time in Arab countries.

Design/methodology/approach

A structured and self-administered online survey has targeted online shopping users in six different Arab countries based on a snowball and convenience sample. In total, 577 useable questionnaires were analyzed.

Findings

The findings show a significant positive relationship between the independent variables (i.e. consumption patterns, lifestyle, level of income, and payment methods) and the dependent variable (i.e. consumer attitude towards online shopping). Furthermore, the results reveal that the positive relationship between the independent and dependent variables is strengthened by the existence of the moderator variable, the digital marketing tools.

Research limitations/implications

This study was based on cross-sectional data collection, rather than a longitudinal study and collected data from six Arab countries. It is suggested that future research should expand the survey in more similar countries to broaden the database for further generalizations and use a longitudinal approach to better assess changes in attitudes over time. In addition, this study focused on the issue from a consumer's viewpoint, so it is recommended that future research could be conducted, but from the viewpoint of marketing managers.

Practical implications

This study represents a further deeper insight into consumer behaviour; it advocates giving more emphasis on organizations' awareness of their customers' consumption pattern, lifestyle, level of income, and payment method. The findings of this study can help managers and marketers to design a promotional mix to improve consumer's behaviour towards online shopping. The results suggest paying more attention to the high relevant effect of the consumption pattern, lifestyle, level of income, and payment method on the consumer attitude towards online shopping.

Originality/value

This paper is one of the few attempts that investigated consumer attitudes toward online shopping in the Arab world. Importantly, it identified the drivers of online shoppers' attitudes in the Arab world. This may be used to develop and implement e-marketing strategies. Furthermore, this paper examines the role of digital marketing as a moderator variable to provide empirical evidence to the body of knowledge of these drivers during the COVID-19 pandemic time in the Arab countries.

Details

Journal of Enterprise Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 28 April 2022

Abhinav Srivastava and Park Thaichon

This study conducts a systematic literature review to synthesize the extant literature primarily on “online shopping consumer behavior” and to gain insight into “What…

Abstract

Purpose

This study conducts a systematic literature review to synthesize the extant literature primarily on “online shopping consumer behavior” and to gain insight into “What drives consumers toward online shopping”.

Design/methodology/approach

The authors followed guidelines for systematic literature reviews with stringent inclusion and exclusion criteria. The review is based on 79 research papers published from 2000 to 2020 in 21 reputed peer-reviewed international journals. The papers were analyzed and synthesized based on their defining characteristics, methodologies, major constructs and themes addressed.

Findings

The literature synthesis indicated that consumers have to make a trade-off between 11 perceived benefits and six perceived sacrifices to improve their net perceived value before making the final decision to adopt online shopping. It is important to decode these factors as they could improve both the functional and recreational value of the shopping experience for online consumers, resulting in an improvement in conversion rates from a prospect to the final purchase at e-stores. This could improve turnover as well as profits for the e-tailers.

Originality/value

This study pioneers to consolidate these factors through the lens of the value adoption model. This study also suggests insightful directions for further research perspectives in the online context from both consumers' and retailers' perspectives.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

1 – 10 of over 2000