Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction

2018 ◽  
Vol 30 (2) ◽  
pp. 400-416 ◽  
Author(s):  
Yingxia Cao ◽  
Haya Ajjan ◽  
Paul Hong
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Modeling ◽  
Future Research ◽  
Research Model ◽  
Content Type ◽  
Online Shoppers ◽  
Post Purchase

Purpose The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across China and Taiwan, to fill in a gap in the literature focused on post-purchase logistic activities related to shipping, return, and tracking, to provide managerial guidance in logistics for e-commerce, and to develop insights on logistic services for future research. Design/methodology/approach Using a validated survey instrument, 384 respondents in China and 145 respondents in Taiwan are collected. The research model is analyzed using component-based estimation approach to structural equation modeling. Findings The structural equation analysis of the study found that post-purchase shipping and tracking have an impact on customer satisfaction in both China and Taiwan. It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in China. Research limitations/implications This research extended the current literature about post-purchase logistic services in an online shopping environment with a literature-based research model and good empirical data support. However, one limitation of the study is that the data collected represents a cross-sectional sample; future research should examine longitudinal sample to study customers’ purchase intentions over time. Practical implications This study can help both scholars and practitioners understand the importance of tracking, return, shipping, and customer service in an online shopping environment and across countries. It provides insights on designing e-commerce relevant shipping services to satisfy and attract customers across countries. Originality/value The study investigated how post-purchase activities contributed to customer satisfaction in online shopping and explored the influence of customer satisfaction on future purchase intention in China and Taiwan. This is one of the first studies available in the literature to provide empirical support and managerial insights about post-purchase activities related to shipping, tracking, and returns for e-commerce with cross-regional comparison.

The effect of clustering on competitiveness improvement in Hebron

2017 ◽  
Vol 28 (5) ◽  
pp. 631-654 ◽  
Author(s):  
Ibrahim M. Awad ◽  
Alaa A. Amro
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Model Building ◽  
Measurement Model ◽  
Background Information ◽  
Equation Modeling ◽  
Future Research ◽  
Research Model ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to map the cluster in the leather and shoes sector for improving the competitiveness of the firms. Toward this end, the study is organized to examine the impact of clustering on competitiveness improvement. The influence of competitive elements and performance (Porter’s diamond) and balanced score card was utilized. Design/methodology/approach A random sample of 131 respondents was chosen during the period from May 2016 to July 2016. A structural equation modeling (SEM) analysis was applied to investigate the research model. This approach was chosen because of its ability to test casual relationships between constructs with multiple measurement items. Researchers proposed a two-stage model-building process for applying SEM. The measurement model was first examined for instrument validation, followed by an analysis of the structural model for testing associations hypothesized by the research model. Findings The main findings show that there is a unidirectional causal relationship between improvements of performance and achieve competitiveness and also reveal that the Palestinian shoes and leather cluster sector is vital and strong, and conclude that clustering can achieve competitiveness for small- and medium-sized enterprises. Research limitations/implications Future research can examine the relationship between clustering and innovation. The effect of clustering using other clustering models other than Porter’s model is advised to be used for future research. Practical implications The relationships among clustering and competitiveness may provide a practical clue to both, policymakers and researchers on how cluster enhances economic firms such as a skilled workforce, research, development capacity, and infrastructure. This is likely to create assets such as trust, synergy, collaboration and cooperation for improved competitiveness. Originality/value The findings of this study provide background information that can simultaneously be used to analyze relationships among factors of innovation, customer’s satisfaction, internal business and financial performance. This study also identified several essential factors in successful firms, and discussed the implications of these factors for developing organizational strategies to encourage and foster competitiveness.

Influence of ambidextrous governance mechanisms and risk management on repurchase intention in social commerce

2019 ◽  
Vol 29 (6) ◽  
pp. 1301-1323
Author(s):  
Jao Hong Cheng ◽  
Li Wei Lin ◽  
Liang Chien Lee
Keyword(s):  
Risk Management ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Research Model ◽  
Repurchase Intention ◽  
Social Commerce ◽  
Governance Mechanisms ◽  
Content Type

Purpose The purpose of this paper is to examine the factors influencing ambidextrous governance and risk management on repurchase intention in social commerce. Design/methodology/approach A novel research model comprises nine research hypotheses with six constructs, including three dimensions of social capital (structural, relational and cognitive), contracts, relational risk and repurchase intention. The hypotheses are tested on data collected from 395 usable responses in Taiwan, using structural equation modeling. Findings The findings of this study indicate that online merchants should reinforce their collaborative behavior and activities to improve ambidextrous governance mechanisms, and thus enhance repurchase intention. Research limitations/implications The resultant findings only reflect the setting of Taiwan’s social commerce marketplace. With the research model developed, future research on cross-country studies of various forms of social networking sites would be worth conducting to determine regional differences in the development of social commerce activities. Originality/value Ambidextrous governance mechanisms have been gaining attention in buyer–supplier relationships. Extending ambidexterity research to the social commerce domain, the authors focus on ambidextrous governance that can include social and contractual governance elements.

Enhancing supply chain resilience: an empirical investigation

2019 ◽  
Vol 1 (1) ◽  
pp. 47-62 ◽  
Author(s):  
Bardia Naghshineh ◽  
Maryam Lotfi
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Stock Exchange ◽  
Decision Makers ◽  
Equation Modeling ◽  
Survey Method ◽  
Future Research ◽  
Research Model ◽  
Content Type ◽  
Supply Chain Resilience

PurposeSupply chain resilience (SCR) has recently become an important issue for organizations all around the world. In order to decrease the risk of failures, managers and decision makers are constantly looking for practices to enhance SCR. The purpose of this paper is to propose a research model that mainly focuses on the effect of information sharing (IS) to enhance SCR.Design/methodology/approachSurvey method is used in this research. Data were collected from the supply chain, procurement, executive and IT managers of 82 of Tehran’s stock exchange production companies. Structural equation modeling with SmartPLS3 software is used to analyze the collected data.FindingsResearch results show that IS significantly enhances SCR.Research limitations/implicationsData were collected at one point in time, and therefore a longitudinal study can further investigate the results of this study. The research was carried out in production companies in Iran. Future research can examine the research model in other industry sectors, e.g. services, in other countries to validate the accuracy of the findings.Practical implicationsThe findings of this research should help managers, and decision makers create more resilient supply chains for their own and partners’ organizations.Originality/valueThe research model provides insightful results regarding the significance of IS in the SCR context.

Regret type matters

2019 ◽  
Vol 31 (5) ◽  
pp. 1466-1485 ◽  
Author(s):  
Shian-Yang Tzeng ◽  
Jerry Yuwen Shiu
Keyword(s):  
Risk Aversion ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Consumer Complaints ◽  
Customer Group ◽  
Strong Action ◽  
Post Purchase

Purpose The purpose of this paper is to investigate post-purchase regret and its relationships with complaint and risk aversion in a four-dimensional framework. Design/methodology/approach Using 548 effective samples, this study employed structural equation modeling to test proposed hypotheses. Findings Based on levels of perceived self-responsibility, post-purchase regret due to forgone alternatives, under consideration and over consideration was positively associated with customer complaining, whereas post-purchase regret due to significance change exhibited no such correlation. Moreover, a higher level of risk aversion increased the effect of utilitarian motivation on post-purchase regret due to over consideration but decreased this effect on post-purchase regret due to under consideration. Research limitations/implications First, regret can positively influence consumer complaints. Next, consumers are unlikely to complain to third parties unless they experience strong action regret. Finally, risk aversion can alleviate or reinforce the effect of utilitarian motivation on regret. Future research could examine the customer group who feel less or no regret of their purchases to contribute to regret theory. Practical implications To reduce regret among such consumers, marketers are advised to apply precision marketing techniques to reach their target consumers. Second, to forestall customer regret due to forgone alternatives, sellers should proactively provide target buyers with information regarding their products and those of competing brands. Third, another method of minimizing regret is to ensure that consumers’ risk-aversion activities are effective. Originality/value This study empirically demonstrated a multidimensional scale of regret to illuminate the multicausal role of regret in relation to consumers’ complaining and risk-aversion behaviors.

scholarly journals Factors influencing people’s continuous watching intention and consumption intention in live streaming

2019 ◽  
Vol 30 (1) ◽  
pp. 141-163 ◽  
Author(s):  
Fangfang Hou ◽  
Zhengzhi Guan ◽  
Boying Li ◽  
Alain Yee Loong Chong
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
Structured Interview ◽  
Equation Modeling ◽  
Future Research ◽  
Live Streaming ◽  
Research Model ◽  
Content Type ◽  
New Business ◽  
Consumption Intentions

Purpose The purpose of this paper is to investigate what factors can affect people’s continuous watching and consumption intentions in live streaming. Design/methodology/approach This research conducted a mixed-methods study. The semi-structured interview was deployed to develop a research model and a live streaming typology. A survey was then used for quantitative assessment of the research model. Survey data were analyzed using partial least squares-structural equation modeling. Findings The results suggest that sex and humor appeals, social status display and interactivity play considerable roles in the viewer’s behavioral intentions in live streaming and their effects vary across different live streaming types. Research limitations/implications This research is conducted in the Chinese context. Future research can test the research model in other cultural contexts. This study can also be extended by incorporating the roles of viewer gender and price sensitivity in the future. Practical implications This study provides managerial insights into how live streaming platforms and streamers can improve their popularity and profitability. Originality/value The paper introduces a novel form of social media and a new business model. It illustrates what will affect people’s behavioral intentions in such a new context.

Female online shoppers

2015 ◽  
Vol 25 (4) ◽  
pp. 542-561 ◽  
Author(s):  
Shihyu Chou ◽  
Chi-Wen Chen ◽  
Jiun-You Lin
Keyword(s):  
Web Sites ◽  
Structural Equation ◽  
Web Design ◽  
Equation Modeling ◽  
Future Research ◽  
Privacy And Security ◽  
Online Store ◽  
Content Type ◽  
Online Shoppers ◽  
Clothing Store

Purpose – As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very pivotal. Yet, despite its importance, little research has been done on this issue. The purpose of this paper is to focus on female online clothing shoppers and aim to examine the mediators of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust. Design/methodology/approach – A total of 482 subjects who are female and have online clothing store shopping experience in Taiwan were obtained and structural equation modeling was performed to analyze the measurement and structural models. Findings – The results show that both perceived online privacy and security are positively associated with e-trust, whereas web design is not. Furthermore, perceived delivery time and web site design are positively associated with e-satisfaction. Both e-trust and e-satisfaction in turn positively influence e-loyalty for female online clothing shoppers. Research limitations/implications – On the basis of the literature review, there is a lack of theoretical knowledge of the relationships between e-loyalty, e-satisfaction, and e-trust among female online clothing shoppers. The research fulfills this important theoretical gap by extending prior studies on e-loyalty to further examine the factors that form e-satisfaction and e-trust, and how they, as mediators, influence the development of female customers’ e-loyalty in the context of online clothing stores. The result provides a model that contributes to understanding the formation of female customers’ e-loyalty. Practical implications – The results of this study are helpful to online store managers in increasing their customers’ loyalty. Specifically, online clothing store managers have to create quick item delivery methods and friendly online shopping web sites that provide all necessary information and are easy to navigate and use so as to increase customers’ e-satisfaction. They also need to establish reliable and trustworthy web sites by letting their customers easily perceive the web sites’ privacy and security features to enhance customers’ e-trust. As e-satisfaction and e-trust increase, e-loyalty is fostered. Originality/value – The contributions of this study are threefold. First, this study focusses on an important but previously neglected group in the context of online clothing stores: female online clothing shoppers. Second, the authors’ investigation extends the literature on e-loyalty by identifying important mediators (e-satisfaction and e-trust) and probing into their relationships to e-loyalty in the context of online clothing stores. Third, the findings contribute to academia and to future research by increasing understandings of the importance of the concerns and experiences of female online clothing shoppers and by suggesting that future research pay more attention to female online shoppers.

Orchestrating service brand touchpoints and the effects on relational outcomes

2018 ◽  
Vol 32 (6) ◽  
pp. 777-788 ◽  
Author(s):  
Abdullah J. Sultan
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Customer Experience ◽  
Equation Modeling ◽  
Future Research ◽  
Research Model ◽  
Content Type ◽  
Proposed Model ◽  
Telecom Industry ◽  
Relational Outcomes

Purpose This research aims to identify critical brand touchpoints that generate value for customers and brands and examine their effects on two relational outcomes: relationship quality and word of mouth (WOM). Design/methodology/approach Three studies combining qualitative and quantitative research provide evidence distinguishing four different stages of customer experience in the telecom industry and develop a research model of staged customer experience; structural equation modeling analyses are used to validate the proposed model and test for the examined effects. Findings Customer experience in the telecom industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure) and these stages have direct and indirect effects on WOM. Furthermore, the effects of customer experience stages on WOM are partially mediated by relationship quality. Research limitations/implications The research model introduced here will allow academics and practitioners to focus their efforts on important touchpoints that influence relationship quality and WOM. Future research should examine the proposed model of staged customer experience in different applications and industries. Practical implications A common myth among marketers is that firms should design a painless experience if they want a superior market position. While avoiding a drain on financial resources, the prime objective should be to provide a holistic customer experience that is valuable to customers and the brand alike. Marketers should disregard touchpoints and stages that do not provide noticeable value. Originality/value This research answers the call for a more appropriate model to elucidate the factors that link customer experience with relational outcomes.

Just being there matters

2019 ◽  
Vol 29 (1) ◽  
pp. 60-81
Author(s):  
Nan Wang ◽  
Yongqiang Sun ◽  
Xiao-Liang Shen ◽  
Dina Liu ◽  
Xi Zhang
Keyword(s):  
Symbolic Interactionism ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
User Engagement ◽  
Research Model ◽  
Content Type ◽  
Sense Of Presence ◽  
Value Perceptions

Purpose Although user behaviors in social network service (SNS) have been well studied in prior literature, most of these studies focus on those behaviors with relatively deep user engagement such as information disclosure, while the underlying mechanisms that explain users’ shallow engagement behaviors (e.g. Like behavior) have been rarely discussed. To fill this research gap, the purpose of this paper is to propose and empirically test a research model to identify the antecedents of Like behavior. Design/methodology/approach This study identifies the distinctions between post behavior and Like behavior and develops a research model of Like behavior by emphasizing the role of sense of presence from the perspective of symbolic interactionism. The model is tested through a survey with 479 users of WeChat (a popular SNS tool in China). Structural equation modeling, SmartPLS in particular, is used for data analysis. Findings Three value perceptions, namely cognitive value, hedonic value and social value, are found to be positively associated with Like intention, and sense of presence is found to affect Like intention both directly and indirectly via the three value perceptions. Research limitations/implications The research model is tested based on a specific SNS in China, so whether the conclusions can be applied to other research contexts should be further examined in future research. This study identifies the distinctions between post behavior and Like behavior and suggests to view the Like behavior from the perspective of symbolic interactionism. Practical implications The paper outlines ways to effectively promote SNS users’ Like behaviors by enhancing the functions related to three value perceptions, especially by enriching the ways that facilitate interpersonal interactions. Originality/value This paper is one of the first to distinguish Like behavior from post behavior in SNS, propose and empirically test a research model of Like behavior. In particular, this paper strengthens the important role of sense of presence from the perspective of symbolic interactionism which has rarely been investigated in prior studies.

Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort

2018 ◽  
Vol 30 (2) ◽  
pp. 438-459
Author(s):  
Matti J. Haverila ◽  
Kai Christian Haverila
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
A Priori ◽  
Equation Modeling ◽  
Marketing Practice ◽  
Content Type ◽  
Ski Resort ◽  
Different Types ◽  
Managerial Implications ◽  
Satisfaction Model

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors. Findings There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted. Originality/value The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

Event innovation induced corporate branding

2017 ◽  
Vol 29 (3) ◽  
pp. 862-882 ◽  
Author(s):  
Fiona X. Yang ◽  
Sherry Xiuchang Tan
Keyword(s):  
Corporate Branding ◽  
Structural Equation ◽  
Corporate Image ◽  
The Body ◽  
Equation Modeling ◽  
Future Research ◽  
Event Management ◽  
Content Type ◽  
Body Of Knowledge ◽  
Corporate Loyalty

Purpose This paper aims to empirically investigate how event innovation may induce desirable corporate branding. Design/methodology/approach A survey yielded 280 complete responses from tourists who had attended an event in Macau. Structural equation modeling was used to test the innovation-corporate loyalty framework through perceived event value and corporate image, with a multi-group comparison to examine differences between first-time and repeat customers. Findings The results indicate that innovation is not only the key to value enhancement of the event but also an efficacious instrument of branding the parent company and building corporate loyalty; only product-related innovation has a significant impact on event value; both functional and emotional values induce a more favorable corporate image; and event-induced corporate branding is more effective in securing repeat business than attracting new clientele. Practical implications The findings help hospitality operators and event planners to leverage innovative events for corporate branding and cater to different customer segments by providing distinct marketing strategies. Originality/value The study contributes to the body of knowledge regarding event management and corporate branding and sheds light on future research to explore the initiative and benefit of pushing forward event innovation.

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