Developing Customer Loyalty from E-tail Store Image Attributes
01 Nov 2003-
TL;DR: In this article, the authors investigate e-tail store attributes that develop customers' positive perceptions of e•tail store image, and determine whether or not they develop a sense of loyalty to an e‐tailer.
Abstract: – The purpose of this paper is to investigate e‐tail store attributes that develop customers' positive perceptions of e‐tail store image, and determines whether or not they develop a sense of loyalty to an e‐tailer., – Acknowledging the importance of customer retention, this paper is designed to examine e‐customer loyalty intentions toward the e‐tailer. To understand the concept of loyalty toward an e‐tailer, this study focuses on the importance of the final stage of the customer decision‐making process: post‐purchase evaluation. This paper develops a model that describes the extent to which e‐tail store image (derived from a set of e‐tail store attributes) indicates patronage intentions and finally predicts customer loyalty. We use the structural equation modeling to test the model and hypotheses., – Results in this paper indicate that e‐tail store image is derived from e‐merchandise, e‐service, and e‐shopping atmosphere attributes, all of which support the way consumers shop. A favorable e‐tail store image positively influences e‐patronage intentions, which thus leads to e‐loyalty., – The research in this paper provides a conceptual model that will help e‐retailers better articulate how and why consumers may be e‐loyal shoppers. Second, the research identifies attributes, unique to online shopping that serve as the basis for conceptualizing e‐tail image as a second order factor.
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TL;DR: In this paper, the authors studied the interrelationships among electronic word of mouth, destination image, tourist attitude, and travel intention in the tourism industry and examined the effect of sociodemographic characteristics on the research variables.
Abstract: The purpose of this paper is to study the interrelationships among electronic word of mouth (eWOM), destination image, tourist attitude, and travel intention in the tourism industry In addition, the paper examines the effect of sociodemographic characteristics on the research variables A 10 min pen and paper questionnaire was distributed to international tourists in Isfahan through a nonprobability, convenience-sampling approach Reliability and validity of the measurement scale were established through average variance extracted (AVE), Cronbach's alpha analyses, and intercorrelation analyses A structural equation model (SEM) test with maximum likelihood estimation was performed to test the relationship among the research variables using 264 participants In addition, the possible influence of sociodemographic characteristics on the research variables was analyzed using an ANOVA The empirical results from the structural model suggest that: (1) eWOM positively influences the destination image, tourist attitude and travel intention; (2) destination image and tourist attitude have a significant relationship with intention to travel; (3) destination image positively affects tourist attitude, and (4) the socio-demographic characteristics influence using eWOM, destination image, tourist attitude, and travel intention Implications and future research issues were discussed
418 citations
TL;DR: In this paper, the authors examined and compared the impact of two of the most important risk reducers for online apparel shopping, product brand image and online store image, on specific types of perceived risks and online purchase intentions for apparel.
275 citations
TL;DR: In this article, a meta-analysis of the empirical literature focusing on the conceptualization, measurement, antecedents, and consequences of e-loyalty is presented, which provides a cohesive view of online customer loyalty and helps identify potential unexplored research opportunities in this area.
223 citations
TL;DR: The results of this research implied that emotion played a significant role in the mobile consumption experience; hedonic factors had a positive effect on the consumption experience, while utilitarian Factors had a negative effect onThe consumption experience of consumers.
Abstract: Purpose – The purpose of this study is to interpret consumers' emotion in their consumption experience in the context of mobile commerce from an experiential view. The study seeks to address concerns about the experiential aspects of mobile commerce regardless of the consumption type. For the purpose, the authors aims to propose a stimulus‐organism‐response (S‐O‐R) based model that incorporates both utilitarian and hedonic factors of consumers.Design/methodology/approach – A survey study was conducted to collect data from 293 mobile phone users. The questionnaire was administered in study classrooms, a library, or via e‐mail. The measurement model and structural model were examined using LISREL 8.7.Findings – The results of this research implied that emotion played a significant role in the mobile consumption experience; hedonic factors had a positive effect on the consumption experience, while utilitarian factors had a negative effect on the consumption experience of consumers. The empirical findings als...
211 citations
TL;DR: In this paper, the authors identify website characteristics that affect customer evaluations and satisfaction with online stores at two interaction points, when the order is placed and after the order has been fulfilled.
Abstract: Purpose – The purpose of this paper is to identify website characteristics that affect customer evaluations and satisfaction with online stores at two interaction points – when the order is placed and after the order has been fulfilled.Design/methodology/approach – Using data collected by bizrate.com, data collected from customers of thousands of online stores, the analysis focuses on the changes in the relationships between website characteristics and customer ratings. Data for two‐time periods, 15 months apart, are used to determine the stability in the observed relationships.Findings – Order fulfillment variables, particularly on‐time delivery, dominate the effects on overall customer evaluations and satisfaction. The statistical significance of other online store attributes, however, changes as differences are observed between 2003 and 2004.Research limitations/implications – The online environment is dynamic and the paper captures some of the changes in the relationships between website attributes an...
140 citations
References
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TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...
9,593 citations
Book•
01 Mar 1997
TL;DR: This ebook offers full option of this ebook in doc, DjVu, PDF, ePub, txt forms, and on the site you can reading the instructions and other artistic eBooks online, either download them as well.
Abstract: If looking for the book by Karl G. Joreskog Lisrel 8: User's Reference Guide in pdf format, then you've come to the faithful website. We furnish full option of this ebook in doc, DjVu, PDF, ePub, txt forms. You may read Lisrel 8: User's Reference Guide online by Karl G. Joreskog or download. In addition, on our site you can reading the instructions and other artistic eBooks online, either download them as well. We will to draw regard that our site not store the eBook itself, but we give ref to site where you can downloading either reading online. So if need to download pdf by Karl G. Joreskog Lisrel 8: User's Reference Guide, then you have come on to the loyal website. We own Lisrel 8: User's Reference Guide ePub, DjVu, doc, PDF, txt forms. We will be glad if you will be back over.
5,976 citations
Book•
01 Jan 1974
TL;DR: In this paper, the authors proposed that environmental stimuli are linked to behavioral responses by the primary emotional responses of arousal, pleasure, and dominance, and used information rate to compare the effects of different environments, each with stimulation in many sense modalities.
Abstract: Environmental psychology, though a fast-growing field, is one of the most difficult to fit into the confines of scientific inquiry. Measuring such subjective data as reactions to color, heat, light, and sound would seem to be an almost impossible task; indeed, until now there has been no theory around which the research in this field could be organized. This volume represents a preliminary effort to identify the relevant variables involved and fit them into a systematic framework. Furthermore, it presents extensive sets of measures for investigating the theory and implementing it in a variety of everyday environments.Basically, the framework outlined here proposes that environmental stimuli are linked to behavioral responses by the primary emotional responses of arousal, pleasure, and dominance. By considering the impact of the environment on these basic emotional responses, the effects of diverse stimulus components within or across sense modalities can be readily compared. An additional concept, information rate, is used to compare the effects of different environments, each with stimulation in many sense modalities. In the final chapters the authors present a series of hypotheses which relate the emotional response variables to a diversity of behaviors such as physical approach, performance, affiliation, and verbally or nonverbally expressed preference.
5,419 citations
Book•
15 Jan 1995
TL;DR: In this paper, Leonard-Barton illustrates the dimensions of the core capabilities along which all organizations must innovate: skills and knowledge base, physical systems, managerial systems, and values and norms of behavior.
Abstract: From the Publisher:
Why are some companies better at innovation than others? Drawing on the candid reflections of managers at leading technology-based companies such as Hewlett-Packard, Chaparral Steel, Microsoft, and Motorola, Wellsprings of Knowledge shows that the successful innovators are companies that build and manage knowledge effectively. The book reveals lessons for creating, nurturing, and growing the experience and accumulated knowledge of the organization into renewable assets and competitive advantage. Leonard-Barton illustrates the dimensions of the core capabilities along which all organizations must innovate: skills and knowledge base, physical systems, managerial systems, and values and norms of behavior. However, these capabilities can function as "core rigidities" if not constantly assessed. Managers must design capabilities as evolving, organic reservoirs. Wellsprings of Knowledge will help managers understand the long-term, systemic, and people-based nature of technological advantage and inspire them to think constantly about the potential knowledge-building import of every technology-related decision they make.
2,829 citations