Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences

2013 ◽  
Vol 29 (4) ◽  
pp. 1849-1861 ◽  
Author(s):  
Tze-Hsien Liao ◽  
Ching-Jui Keng
Keyword(s):  
Online Shopping ◽  
Recovery Strategy ◽  
Delivery Delay ◽  
Psychological Recovery ◽  
Consumer Experiences ◽  
Online Consumer

Consumer Attitude and Loyalty in Online Shopping Environments

2017 ◽  
Vol 7 (3) ◽  
pp. 57-72 ◽  
Author(s):  
Chandra Sekhar Patro
Keyword(s):  
Online Shopping ◽  
Ease Of Use ◽  
Future Research ◽  
Consumer Attitude ◽  
Consumer Loyalty ◽  
Shopping Environments ◽  
Online Consumer ◽  
Customer Attitude ◽  
Practical Implications

In the online shopping environment, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service offered by the e-marketers' to their customers. The application of technology-based service has grown rapidly in the recent years, but the current understanding of customer retention and attitude in such contexts remains limited. The present article empirically investigates the roles of e-store facets, consumer attitude and loyalty in online shopping environments. The results posit that the e-store facets such as ease of use, credibility, price benefit, security and service quality positively influence online consumer loyalty via online consumer purchase attitude, whereas functionality and innovativeness do not have much influence on consumer attitude and loyalty. The findings afford not only practical implications for e-marketers but also directions for future research on online customer attitude and loyalty.

An Online Consumer Purchase Decision Cycle

2005 ◽  
pp. 287-299 ◽  
Author(s):  
Penelope Markellou ◽  
Maria Rigou ◽  
Spiros Sirmakessis
Keyword(s):  
Customer Satisfaction ◽  
Online Shopping ◽  
Purchase Decision ◽  
Special Focus ◽  
Final Assessment ◽  
Decision Cycle ◽  
Shopping Experience ◽  
Product Delivery ◽  
Online Consumer ◽  
Ultimate Objective

This chapter presents the overall consumer purchase decision cycle and investigates the issues that affect Web users from e-shop selection to product delivery and final assessment of the shopping experience. This process has been divided into three successive stages: outside the e-shop, inside the e-shop, and after sales. Each stage is analyzed on the basis of customer states and transition conditions, while special focus is set on abandonment factors. The chapter aims to provide a thorough insight to e-shop features that ensure customer satisfaction and those that may result in further enhancement of online shopping. The ultimate objective is to provide guidelines for designing successful e-shops and clarify success and failure factors.

Online Shopping Experience

2004 ◽  
pp. 15-44 ◽  
Author(s):  
Yi M. Guo
Keyword(s):  
Influencing Factors ◽  
Web Sites ◽  
Online Shopping ◽  
Individual Characteristics ◽  
Consumer Experience ◽  
Preliminary Results ◽  
Factors Influencing ◽  
Shopping Experience ◽  
Research Questions ◽  
Online Consumer

In this chapter, a model of online shopping experience is proposed to unify previous works of online consumer experience. Online shopping experience (OSE) is the interaction between shoppers and commercial web sites. It consists of physical, cognitive, and affective activities, and in-progress responses. Factors influencing shopping experience include individual characteristics of shoppers, characteristics of stores and commercial web sites, characteristics of products and shopping task, and other contextual factors. The outcomes of shopping experience have been studied in many ways. Based on this model, series of research questions can be asked to examine relationships between components of shopping experience and influencing factors, and between shopping experience and shopping outcomes. Preliminary results of a study are reported to illustrate the usefulness of the concept of online shopping experience.

A Conceptual Framework to Understanding Online Consumer Buying Behavior

2013 ◽  
Vol 3 (1) ◽  
pp. 47-63 ◽  
Author(s):  
Bijal Zaveri Amin ◽  
Prahant Amin
Keyword(s):  
Conceptual Framework ◽  
Online Shopping ◽  
Buying Behavior ◽  
Online Shoppers ◽  
Managerial Implications ◽  
Online Consumer ◽  
And Control ◽  
Near Future ◽  
Online Buying ◽  
Consumer Buying Behavior

Online shopping is becoming a well-accepted way to purchase a variety of products and services. For online shoppers, an online interactive hypertext environment enables them to search and control information; alteration in the traditional mass media environment in which the sender of messages largely controls what will be seen and heard as well as shift of control in favor of the receiver for customization of information, and quick comparative analysis among competing products/services. The attempt has been made by the researcher to include conceptual framework of online consumer buying behavior by including various aspects of literature review viz, Attitude, orientation and motivation towards online shopping. An attempt would be made in this paper to put forward results and findings based on critical review of available literature in form of earlier research studies relating to trends, growth, developments and future potentials of e-commerce and evolving behavioral patterns of online shopping activities considering its diffusion and issues especially concerning to gender, security etc. with its implications on e-marketplaces, society and businesses in near future. Finally, this study discovered a significantly impact of Consumer online buying behavior and Important managerial implications and recommendations are also presented.

Research on the Influencing Factors of Cookware Buy Online Based on the Consumer Lifestyles

2014 ◽  
Vol 905 ◽  
pp. 773-776
Author(s):  
Chun Fu Lu ◽  
Yi Ping Jiang ◽  
Jian Feng Wu
Keyword(s):  
Influencing Factors ◽  
Online Shopping ◽  
Online Consumers ◽  
Online Consumer ◽  
Main Factors ◽  
Consumer Lifestyles ◽  
Design Factors

With the increasing development of online shopping, enterprises pay more attention to e-commerce. This study, from the perspective of online consumer lifestyle, we established online consumer lifestyle models, clustered online consumers into 4 groups called reasonable savers, traditional life group, brand- guided group and free casual group. From the results, we know that different factors have the different degrees of the influence on different consumer groups. The main factors that impact consumers most is reputation factors, followed by marketing factors, and design factors.

Engaging consumers in multichannel online retail environment

2019 ◽  
Vol 14 (1) ◽  
pp. 49-76 ◽  
Author(s):  
Shekhar Singh ◽  
Sandeep Srivastava
Keyword(s):  
Mobile Devices ◽  
Consumer Behaviour ◽  
Online Shopping ◽  
Perceived Usefulness ◽  
Content Type ◽  
Product Categories ◽  
Online Retailers ◽  
Online Consumer ◽  
The Impact ◽  
Online Consumer Behaviour

Purpose With India becoming world’s second largest user of smartphones (Ming, 2017) and with more users adopting mobile devices for online shopping, Indian online retailers now have to manage mobile channel in addition to existing traditional channel (of computers). Hence, the purpose of this study is to investigate the mapping of product characteristics with individual channel capabilities and its effect on online consumer behaviour, so that e-tailers can create enhanced online shopping experience for consumers. Design/methodology/approach A comprehensive research model is developed on the basis of the knowledge gained from multichannel retailing and e-commerce literature. Then, the model is empirically tested, with primary data collected from 344 customers, using structural equation modelling. The data are collected from customers across two product categories: electronics and fashion. Findings The results reveal that perceived usefulness, perceived risk and perceived self-efficacy are important drivers of online consumer behaviour for continued usage. The multi-group analysis confirms the moderation influence of platform type for some relationships across electronics and fashion. Practical implications The findings underline the importance of multichannel complementarity across electronics and fashion. The preference of mobile devices for fashion and traditional devices such as computers for electronics provides valuable insights for online retailers towards management of multichannel e-commerce ecosystem. Originality/value In Indian context, this is the first empirical research on online multichannel retail setting, studying the impact of diverse channel formats on different product categories. The study’s findings give empirical basis to online retailers to look out for right product–channel fit strategy for engaging consumers in the long run.

scholarly journals The Effect of Online Consumer Comments Among Millennial

2019 ◽  
Vol 8 (12) ◽  
pp. 3975-3980
Keyword(s):  
Information Seeking ◽  
Millennial Generation ◽  
Online Shopping ◽  
Market Potential ◽  
Small Scale ◽  
Young Generation ◽  
Services Research ◽  
Business World ◽  
Internet Users ◽  
Online Consumer

Indonesia as one of the countries in the world with internet users reaching 82 million people or around 30% of Indonesia's population, is currently entering the era of e-commerce. Conventional shopping culture is shifting to online shopping. Although Indonesian internet users have not all done online shopping (only 29% of people or 26.3 million of the total who have an internet connection, a Mars 2016 survey source), the e-commerce market potential is still very large. This was followed up by the increasing proliferation of e-commerce companies in the business world, both in large and small scale businesses. Millennial groups are increasingly recognized for their influence in the evolution of social media. Millennials are undeniably the biggest part of society who are familiar with digital devices such as cellphones and computers. Social researchers often classify generations born between the 1980s and 2000s as millennials. So it can be said that the millennial generation is the young generation today who are currently in the range of 15-34 years. In America millennials, 97% have computers, 94 have cell phones, and websites as news sources (Marketing Breakthrough Incorp., 2008). In Indonesia, studies and studies on millennial generation have not been done much, even though the total population of Indonesians aged between 15-34 years is currently very large, namely 34.45%. Millennia generation was researched because based on the Mars survey also mentioned that the largest online consumer in Indonesia aged 22-29 years. Therefore, millennials are undeniably the most important market of many products and services. Research evidence shows that millennial groups in finding information related to purchases refer to their friends and this information seeking behavior is facilitated by digital connections. Therefore the aim of this research is to gain a deeper understanding of millennial communication behavior towards purchases and their relationship to online consumer comments

Need for touch and online consumer decision making: the moderating role of emotional states

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lili Zheng ◽  
Faouzi Bensebaa
Keyword(s):  
Decision Making ◽  
Online Shopping ◽  
Emotional States ◽  
Consumer Decision Making ◽  
Consumer Decision ◽  
Content Type ◽  
Intention To Purchase ◽  
Online Consumer ◽  
Product Judgment

PurposeWith the growth of online shopping, during which consumers are not able to touch products, there is much for researchers and marketers to learn about the underlying role of the need for touch (NFT) in driving online shopping decisions. Consumers' emotional state prior to purchase is considered a situational variable that affects their attitude and behaviour. This study explores the effects of consumers' NFT and pre-purchase emotional states on their online decision-making behaviour, examining perceived quality, confidence in product judgment and intention to purchase.Design/methodology/approachA field experiment was conducted using a scenario presenting buying a sweater as a real purchase opportunity available to participants. A convenience sample of two hundred ninety-eight university students at a university in the southeast of France was used in this study. A 2 (NFT: high/low determined by a median split) × 2 (emotional states: high/low level) analysis of variance (ANOVA) was used to further examine the interaction of NFT and emotional states in consumer decision making.FindingsThe results indicate that autotelic NFT and positive emotional states experienced before shopping have an impact on consumers' decisions in relation to perceived quality, confidence in product judgment and intention to purchase. Furthermore, this study demonstrates that instrumental vs autotelic NFT affects consumer decision making, with mixed support found for negative emotional states acting as possible moderators.Originality/valueThis study advances the NFT field and leads to insights regarding online consumer purchase decision making by exploring instrumental vs autotelic NFT and pre-purchase emotional states as antecedents of consumer decisions.

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