Hedonic and utilitarian motivations for online retail shopping behavior

Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

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Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge

The authors examine the effects of two forms of capital, i.e. human capital and social capital, on innovation at the country level. We use secondary data from the World Development Report on a country's overall human development to test for a relationship between human capital and innovation. We also use previous conceptualizations of social capital as comprising trust, associational activity, and norms of civic behaviour to test for relationships between these indicators of social capital and innovation using data from the World Values Survey. Unlike most previous studies that examined human and social capital within a given country, we develop and empirically test a theoretically grounded model that relates human and social capital to innovation at the societal level across 59 different countries, thus providing a more global view of the role of these two forms of capital in generating value. We find strong support for the positive relationship between human capital and innovation and partial support fo...

Human capital, social capital, and innovation: a multi-country study

https://isiarticles.com/bundles/Article/pre/pdf/51048.pdf

Spinning out new ventures: a typology of incubation strategies from European research institutions

http://files.preuteen.webnode.es/200000012-edcf3eecb3/Desarrollo%20de%20una%20escala%20para%20medir%20los%20beneficios%20percibidos%20y%20RIESGOS%20DE%20COMPRAS%20ONLINE.pdf

Development of a scale to measure the perceived benefits and risks of online shopping

Consumer Acceptance of the Internet as a Channel of Distribution

In this study, we propose a customer-oriented conceptual model of segmentation variables for mail-order repeat buying behavior. We investigate (1) from a theoretical perspective what customer-related variables should be included in response models for modeling repeat purchasing, and (2) empirically validate how these variables perform for predictive purposes. We use binary logit modeling. Our results confirm that all three traditionally-used R(ecency), F(requency) and M(onetary value) variables are very important in predicting who is going to purchase during the next mailing period, with frequency being the most important one. In total, they account for 50 % of the ‘room for improvement’ in terms of AUC performance. However, next to the RFM variables, our findings suggest that at least three other variables significantly increase the predictive performance of the models: (1) credit usage, (2) length of relationship, and (3) general mail-order buying behavior. Depending on the context of the specific company use of these additional variables may translate into millions Euro of additional profit. Furthermore, we conclude that buying additional data from external sources is not economically justified when predicting repeat purchasing behavior.

Predicting Mail-Order Repeat Buying: Which Variables Matter?

This study examines the differential impact of perceived risk upon two alternative channels of distribution, namely specialty store and mail-order buying, for different product categories. Given the critical role of perceived risk in limiting mail-order buying, different types of risk relievers and their potential for reducing perceived risk have also been analysed. This study confirms the general belief that mail-order buying is not only more risky than buying the same product in a specialty store but it also indicates that the level of perceived risk seems to be highly influenced by the value of the product. Although mail-order companies may reduce this competitive disadvantage by using the appropriate risk relievers the results clearly indicate that risk relievers differ considerably in effectiveness. 'Money-back guarantee' and 'offering products with positive ratings of consumer organizations' are among the better risk relievers.

Perceived risk and rise reduction strategies in mail-order versus retail store buying

Belgian public policy towards retailing has been viewed as being politically motivated and frustrating the ambitions of large retailers by being biased towards independent retailers. This paper analyses the impact of the Business Premises Act on the development of supermarkets and hypermarkets. It concludes that the Act has had an impact although this may have been an unintended one in that retailers have changed behaviour to surmount the Act.

Public policy and the establishment of large stores in Belgium

This paper investigates the effectiveness of using direct mail message as an element in the communication mix of a financial retail company. The focus in this study will be on interpurchase time, i.e. duration times between the last purchase of any type of financial service by a customer at that bank and the purchasing of a personal loan. Our findings indicate that (1) direct mail message have a very significant effect on shortening the interpurchase time, (2) the combined effect of several direct mail messages exhibits diminishing returns to scale, (3) incorporating time-varying variables in the model significantly improves model results, (4) Ownership of certain other services has a significant impact on the probability of purchase of the personal loan, and (5) conditional probability of purchase is found to increase with time elapsed since last purchase. The latter finding shows that the receny effect, known to be very important in most RRM models, may to dependent on the product category.

Joseph Leunis

Papers

Consumer Acceptance of the Internet as a Channel of Distribution

Predicting Mail-Order Repeat Buying: Which Variables Matter?

Perceived risk and rise reduction strategies in mail-order versus retail store buying

Public policy and the establishment of large stores in Belgium

Database marketing modelling for financial services using hazard rate models