The investigation on dimensions of e-satisfaction for online shoes retailing |
| |
| Authors: | Seiji Endo Jun Yang JungKun Park |
| |
| Institution: | 1. The School of Business Administration, Tokai University, Tokyo, Japan;2. The School of Business Administration, The University of Houston Victoria, 14000 University Blvd, Sugar Land, TX 77479, United States;3. College of Technology, University of Houston, 110 Cameron, Houston, TX 77204, United States;1. Bauer College of Business, Department of Marketing and Entrepreneurship, University of Houston, Houston, United States of America;2. Department of Management Sciences, City University of Hong Kong, Kowloon Tong, Hong Kong, China;1. Department of Information System, Faculty of Computing, Universiti Teknologi Malaysia (UTM), Skudai, 81310 Johor Bahru, Johor, Malaysia;2. Department of Management, Payame Noor University, Tehran;1. Department of Geography, Ghent University, Krijgslaan 281 S8, B9000 Gent, Belgium;2. College of Earth and Environmental Sciences, Lanzhou University, South Tianshui Road 222, 730000 Lanzhou, China;3. Department of Geography, University of Tartu, Vanemuise 46, 51014 Tartu, Estonia;1. School of Computer Engineering, Nanyang Technological University, Singapore;2. School of Computing, National University of Singapore, Singapore;3. School of Information Management, Nanjing University, China;1. Menlo College, 1000 El Camino Real, Atherton, CA 94027, USA;2. Department of Marketing, Grenoble Ecole de Management, Grenoble Cedex 01, France;3. Department of Marketing, Grenoble Ecole de Management, Grenoble Cedex 01, France |
| |
| Abstract: | Purpose—Online retailing has become a standard component in companies' multi-channel structure. This trend also involves an increasing number of experience attribute dominated products, which traditionally rely on brick-and-mortar retailers. These manufacturers have started to open their own online retail stores. This study identifies the key determinants of e-satisfaction at different stages of shoes online shopping process.Design/methodology/approach—We collect consumers' reviews about their online shopping experiences from online review websites. We use both qualitative and quantitative approaches to analyze the dataset, and investigate the complete process of consumers' e-tailing experiences.Findings—this research identifies the two key factors driving e-satisfaction of purchasing experience attribute dominated products online: product selection and customer service. In particular, our findings show that product selection is critical for e-satisfaction in the pre-purchase stage, and that customer service is more important in the post-purchase stage. Lastly, the study finds that manufacturers' websites often receive more negative reviews because of their poor service recovery strategies in the post-purchase period.Research limitations/implications—This study emphasizes the importance of adopting a dynamic approach by considering various stages of the consumer's online shopping experience. This study focuses on one specific experience good; the shoe industry.Practical implications—The results of this study are invaluable to firms interested in providing experience attribute dominated products online. Our findings indicate that product selection and especially post-purchase service are critical for a successful e-tailing.Originality/value—This paper emphasizes the importance of taking a dynamic view to investigate consumer's e-tailing experience. We adopt both qualitative and quantitative approaches in our study. |
| |
| Keywords: | |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
