网络购物诚信问题及其对策研究

随着网络购物的飞速发展,网络购物中的诚信问题也越发明显,主要表现在网络商家的不诚信,客户隐私遭到侵害,物流配送机制不健全。其原因是信息的不对称性,缺乏诚信意识,社会约束机制不健全。在网络购物活动中,应加强诚信建设,建立健全法律制度,加强物流企业的管理,建立科学的服务标准和服务质量体系,使网络购物诚信健康发展。     

INFORMATION DISCLOSURE IN MAIL ORDER CATALOGUES

Catalogue mail order shopping has become a common mode of shopping for many consumers. Despite Federal Trade Commission rules as well as federal statutes designed to protect consumers in mail order transactions, consumers continue to experience problems with shopping by mail. Some problems may stem from limited availability or clarity of information in mail order catalogues. Resolution of problems is also more difficult when complete information is not available. In a survey of 139 catalogues distributed in the United States the authors found that, with the exception of refund policies, the majority contained no (or vague) information on the companies' policies. Additionally, when information was provided it was usually located on the order form rather than in the catalogue itself. Recommendations for improved information disclosure in mail order catalogues are discussed in the final section of this paper.     

Young adults' online shopping addiction: The role of self-regulation and smartphone use

Online shopping addiction can be defined as an Internet-based behavioural addiction which may lead to economic problems. Even though shopping is increasingly common through mobile devices, the effects of smartphone use on online shopping addiction are underexamined. Following a survey of 1000 18 to 29-year-olds in Finland, we examined young adults' online shopping addiction and economic problems from the perspective of self-regulation and problems in regulating smartphone use. The results indicated that low self-regulation in an online environment facilitates online shopping addiction, which further leads to dissatisfaction toward personal money management through indebtedness. Moreover, we illustrated how distractive stimuli of digital environments can act as primers for addiction by showing how problems in regulating smartphone use facilitates online shopping addiction for young adults with generally low self-regulation. We conclude our article by offering guidance on how the teaching of self-regulatory strategies as well as financial and information communications technology skills may decrease the tendency for online shopping addiction.     

网上购物格式条款的问题与探讨

网络环境的数字化、无纸化、技术性和高效率等特征,使网上购物和传统现实购物不尽相同,所以格式条款理论在网上购物应用过程中必然面临。在网上购物的虚拟环境下,如何订立有效的购物格式条款等许多新问题的挑战。为此有必要系统剖析这些问题,并在采用比较法的论证过程中,逐步提出建立信息披露制度、撤销权制度、异常条款制度和电子错误的责任承担等解决问题的对策。     

Food shopping and town centre vitality: exploring the link

Retail decentralization is associated with town centre decline and a concern for revitalization. Using the case of Llanelli, South Wales, the effects of a new food superstore on shopping behaviours and opinions are explored. Surveys in 1997, 1999 and 2001 reveal a dramatic change in patterns of food shopping, but no real change for purchases of clothing or DIY goods. Disadvantaged consumers, the carless and the elderly, were already heavily reliant on town centre shops before the opening of the new superstore and changes in their shopping patterns were no different from other shoppers. The 'social' vitality of the town centre increased, as did shoppers' satisfaction with town centre shopping, but major spin-off shopping or 'economic' vitality has not yet occurred.     

Increasing online sales by facilitating spillover shopping

The Internet can serve dual roles as a source of information and a shopping channel for consumers. As a source of information, it competes with traditional sources such as print and direct mail. As a shopping channel, it competes with traditional shopping formats such as brick-and-mortar retailing and catalogs. There is little research as yet, however, regarding how the use of the online channel for information can affect its use for purchasing products. Our research is aimed at filling this gap in the literature, i.e., of examining if and how the use of the Internet as a source of information can affect consumers’ willingness to shop online. We use an integrated modeling framework that simultaneously models consumers’ choice of a shopping channel from three options – brick and mortar, catalog and online – and a source of information from three options as well: newspapers and magazines, direct mail, and online.     

Enhancing the role of flow experience in social media usage and its impact on shopping

Online retailers are eager to find the answers to the following questions: How relevant is SNS usage to consumer shopping decisions? Is the information shared on SNS likely to influence users’ shopping decisions? This study is designed to answer these questions via essential factors based on flow theory and TAM. The moderating effects of some social factors were also explored. The data was collected from U.S SNS users, and SEM was performed and a research model estimated. The findings reveal that flow experience of SNS usage for shopping, perceived ease of use of SNS, and perceived usefulness of information shared on SNS exert positive and significant effects on consumer intention to shop on SNS. Particularly, flow experience directly and positively determines shopping intention and shares positive and significant impacts with TAM. Furthermore, the perceived usefulness is highly important relative to the perceived ease of use. Social identity, group norm, and social influence also positively moderate the links between flow experience, TAM, and SNS usage intention for shopping. Very few theoretical studies have discussed SNS usage behavior for shopping based on flow theory or validated its relationship with TAM in the SNS shopping context. A validated model of consumers’ actual usage of SNS for shopping proves that experience drives the success of social commerce. The findings provide current information and important aspects to firms that operate SNS commerce, allowing them to adjust their marketing strategies to serve consumers better.     

北京地区网购配送中的问题与对策

北京地区的网购水平,无论从网购人数还是网购金额上一直居于我国前列,伴随着网购需求的迅猛增长,网购配送的问题也暴露出来。本文分析了北京地区网购配送中存在的问题,缺乏专业的、现代化网购配送企业、网购配送人员整体综合业务水平参差不齐、北京地区的拥堵的交通状况降低配送服务质量和节假日物流配送服务能力凸显不足。并针对问题得出相应解决对策：完善网购配送物流网络、打遣品牌配送企业或企业联盟、提高配送企业人力资源管理水平、多措施保证网购配送交通通畅和沟通做好预案突破节假日网购配送瓶颈。     

Automobile prices and the value of shopping

Consumers shopping for a new car in the U.S.A. or Canada are faced with having to negotiate a ‘good deal’ from the listed ‘sticker’ price. This study investigates the price variations among new car dealerships in 10 major cities. A standardized shopping procedure was used to collect price information based on selected models and options for comparable Chevrolet and Ford automobiles. The findings indicate that consumers clearly benefit from shopping at more than one dealership for a new car.     

The physically disabled South African female consumer’s problems in purchasing clothing

Physically disabled women today have to face the inconvenience of shopping for their own as well as their families’ clothes and the inability of finding fashionable clothes that fit any disability. A total of 40 physically disabled women between the ages of 21 years and 60 years were interviewed on the problems they experienced when shopping for fashionable clothes that fit their disabilities. A total of 40 clothing shops were observed to get information on the extent to which the shops cater for the needs of the physically disabled consumer. Results from the interviews showed that the majority of physically disabled female clothing consumers experienced major problems in finding fashionable clothes that fit their disabilities. It was also clear that these women experienced problems with unusable access routes, unsuitable parking lots, display racks that are too high, spaces between racks that are too narrow, inadequate space in fitting rooms and a lack of assistance in shops. The observations were compared with the complaints the women had and it was found that these women had not overestimated their problems.     

Exploring the acceptance of instant shopping – An empirical analysis of the determinants of user intention

This article deals with the novel technology of instant shopping. As this technology has yet to be considered in a scientific context, the article first defines the term instant shopping, distinguishing it from m-commerce and s-commerce. The article then gives an overview on acceptance studies in the context of e-commerce that have been conducted over the last five years. Building on this, the Technology Acceptance Model (TAM) is adapted and operationalized for the current context. One result of the study in this article, conducted among Instagram users on the topic of instant shopping, showed that perceived enjoyment has a particularly strong impact on the intention to use.     

Mobile Shopping Through Applications: Understanding Application Possession and Mobile Purchase

Smartphones have penetrated rapidly and mobile shopping provides promising market opportunities for retailers. However, little is known about mobile shopping patterns and inferring these patterns from online shopping may provide misleading insights. We combine mobile log data and a mobile panel survey, and examine two stages in mobile shopping: the possession of shopping applications (hereafter, apps) and the purchase via shopping apps. Our exploratory investigation of mobile data and its empirical analyses provide three substantive findings. First, online experience and mobile experience both positively relate to the possession of shopping apps. Second, browsing behavior for non-shopping apps helps understand the possession of shopping apps as it reflects user preferences for acquiring more apps. Third, purchasing decisions are explained by digital experience (i.e., online experience and mobile experience) and browsing information from shopping apps, with other factors being of little predictive value. The implications for mobile retailing research and practice are discussed.     

Consumer product search and purchase behaviour using various retail channels: the role of perceived retail usefulness

The purpose of this study was to examine the influences of consumers' perceptions of retail usefulness for product information search and their previous purchase satisfaction on their frequencies of product information search and product purchase behaviours for apparel products. These relationships were investigated in five retail settings – Internet shopping, catalogue shopping, television shopping, local retail shopping, and non‐local retail shopping. One hundred seventy‐six students in a US Midwestern university provided usable responses. The results of causal model analyses showed that the proposed model fits the data well for all five retail channels. Consumers who perceived a certain retail channel more useful for product information search searched for product information more frequently via that retail channel, and purchased products more often via that retail channel. Consumers who were more satisfied with apparel purchases from a retail channel purchased the products more frequently via that retail channel. Theoretical and managerial implications are discussed.     

Website evaluation criteria among US college student consumers with different shopping orientations and Internet channel usage

The purpose of this study was to compare the website evaluation criteria among college student consumers in the US with different shopping orientations and Internet channel usage (i.e. online information searchers, online purchasers). The sample for this research was 414 college students, non‐married and aged 18–22 who have experience in visiting websites selling apparel products. Five apparel website evaluation criteria were identified by factor analysis (i.e. product information, customer service, privacy/security, navigation, auditory experience/comparison shopping). Based on shopping orientation factors, cluster analysis revealed three shopping orientation clusters (i.e. Hesitant In‐home Shoppers, Practical Clothing Shoppers, Involved Clothing Shoppers). Factorial manova showed that website evaluation criteria were significantly different among college student consumers with different shopping orientations and between online information searchers and online purchasers. Implications and limitations of the study are discussed.     

Multichannel shopping: The effect of decision making style on shopper journey configuration and satisfaction

Prior research demonstrates links between the maximizing tendency in decision making and online shopping behaviour, with maximizers spending considerable time on their online shopping yet being somewhat dissatisfied with their shopping decisions. Our research extends prior knowledge to the multichannel shopping context. Multichannel shopper journeys are an important form of shopping, whereby the activities comprising a shopping event occur in more than one channel. Our quantitative study examines relationships between two dimensions of maximizing, maximization as a strategy and maximization as a goal, multichannel shopper journey configuration and subsequent affect. Maximization as a strategy directly and positively relates to the numbers of channel switches and of pauses in a shopper journey and to the use of product and retailer reviews. It is indirectly associated with increased counterfactual thinking and regret, and with decreased satisfaction. Maximization as a goal has no effect on multichannel shopper journey configuration or on affect. Our findings have managerial relevance for multichannel retailers. We demonstrate that product and retailer reviews are of particular importance to those employing maximization as a shopping strategy, as they mitigate against their increased tendency to engage in counterfactual thinking. As counterfactual thinking leads maximizers to increased regret and decreased satisfaction, multichannel retailers can improve shopper satisfaction by actively directing their customers to reviews. Shoppers using maximization as a strategy could be helped to configure their shopper journeys with fewer channel switches and fewer pauses, as these provide maximizers with opportunities to doubt their decisions.     

Costco and the Aussie Shopper: a case study of the market entry of an international retailer

Retailing is a globalised industry, yet retailers must respond to local shopping habits if they are to be perceived as legitimate by the host country customers. However, some retailers may be unable or unwilling to respond to all customer requirements. Costco, the membership warehouse club retailer, has been successful in its international expansion efforts, establishing its first Australian store in Melbourne in 2009. In the first 12 months of operation, the store became one of Costco's top five stores in the world. We investigated this success by focussing on the customer and used institutional theory to analyse what concessions were made by the customer and the company. Data were collected from consumer interviews, site visits and secondary media and industry sources. Analysis revealed negotiations based on the rejection, acceptance or adaptation of the regulative, normative and cultural cognitive aspects of the Australian shopper and the Costco business model. Customers made concessions to accommodate the new business model, and Costco responded to entrenched Australian shopping habits. This case is the first to explore the outcome of retail internationalisation from the customers' perspective, revealing the concept of mutual concessions. The interaction and subsequent adaptation by both customer and retailer have resulted in the institutionalisation of new shopping norms in the host country and success for the international retailer.     

基于购买决策的网络购物感知风险

消费者消费观念的转变,使得网购从尝试性形态逐步向日常形态转变。由于网络购物在时间和空间上的特殊性以及心理和社会原因,使得消费者在网购与实体购物时所感受的风险存在较多差异,往往感到网购比实体商店购物存在更高的风险。相对于实体购物,影响网络购物感知风险的因素主要集中在消费者、商品、零售商和技术四方面。商家要消除由于信息的失衡给消费者带来的不安全感,同时,还需要商家具有广泛的营销手段和工具,从而提高企业的产品或品牌被消费者选择的可能性。     

Leveraging the co-evolution of offline and online video games: an empirical study

Considerable research has been carried out on online shopping and the implications of this purchasing format for consumers and retailers. Most of these studies have focused on consumer attitudes towards online shopping, and how these can be useful predictors of online shopping adoption. Notwithstanding these insights from adoption theory, existing research has yet to distil the most effective means of understanding consumers’ attitudes towards online video game purchases. Based on a qualitative study, our study contributes to literature on adoption theory by presenting some explanations involving online video games purchases by identifying salient perceptions of online and offline motivations and advances ideas on the facilitating role of incentives in making purchase decisions.     

Consumer satisfaction with shopping experiences and clothing products in the children's wear market

This study, utilizing a model of the satisfaction process in retail settings, analysed the relationship between problem disconfirmation and satisfaction with (i) shopping for children's clothing and (ii) the quality of children's clothing. In addition, the effect of shopping satisfaction on product satisfaction was also examined. The sample comprised 957 children's wear consumers from one mid-western state. Factor analysis and ordinary least-squares regression were the statistical techniques used to analyse the data. The results indicate that sizing and fit problems are significantly related to satisfaction with the shopping experience. Product attributes related to the lasting ability of a garment, as well as those specific to infants' wear, were significantly related to satisfaction with product quality. Satisfaction with the shopping experience was also found to affect product satisfaction. These results have tangible implications for apparel marketers.     

Shopping trip value: Do stores and products matter?

Previous research indicates the importance of shopping trip value but recognises that consumers do not shop independent of the environment; both products and stores contribute to overall shopping trip value. This study identifies the impact of product and store value on overall shopping trip value and investigates the interrelationship among their utilitarian and hedonic components. In addition, it proposes a store value scale. The authors find empirically that utilitarian store value and performance-related product value have significant effects on utilitarian shopping trip value, whereas hedonic shopping trip value is influenced most by hedonic store value and emotional product value. In addition, women appear more prone to hedonic shopping trip value yet also utilitarian store value, while men were more attentive to utilitarian product value.