Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified E‐S‐QUAL scale and, second, to evaluate the extent to which current online retailers provide such service attributes as an objective measure of service performance. Design/methodology/approach – A content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes. Findings – The overall extent to which current online retailers provide online service attributes appears to be low. Managerial implications are provided to help online retailers improve their service performance. Originality/value – This study provides an objective way to evaluate online retailers' service performance and thus complement existing online service quality research based on consumer perceptions and evaluation of online service quality. In addition, the coding guide developed in this study provides an easy and practical tool that can be used by online retailers for the self‐assessment of online service performance.

PurposeThis study aims to examine how buying environment characteristics, which are not directly associated with price or product information, are related to overall e‐satisfaction; and how e‐satisfaction and e‐loyalty are interrelated.Design/methodology/approachA convenience sample of 366 female and male college students from three universities (East coast, Midwest and West coast) participated. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling via LISREL 8.0 were conducted.FindingsThe findings showed that, of the six dimensions of buying environment characteristics, convenience, web appearance and entertainment value had a direct effect on e‐satisfaction. In addition, the study found a significant positive relationship between e‐satisfaction and e‐loyalty.Research limitations/implicationsGeneralizing the results is limited by the use of a convenience sample of college students. To generalize the findings, more diversified random samples across gender and age are suggested.Practical implicationsThe research provides useful implications to online retailers concerning which attributes should be given closer attention to improve customer satisfaction and e‐loyalty.Originality/valueThe study provides useful, practical information to online retailers by showing how customer‐centered e‐service attributes have an impact on e‐satisfaction, which in turn influences consumer e‐loyalty.

PurposeThe purpose of this paper is to investigate the effects of web site atmospherics such as music and product presentation on consumers' emotional, cognitive, and conative responses in online shopping.Design/methodology/approachA convenience sample of 272 female college students participated in a web experiment employing a 2 (Product presentation: flat vs model)×2 (Music: present vs absent) between‐subjects factorial design.FindingsThe findings of this study showed that: product presentation (model vs flat) had a significant effect on consumers' emotional responses; and there were positive relationships among consumers' emotional, cognitive, and conative responses. Unexpectedly, music had no effect on consumers' emotional responses.Research limitations/implicationsGeneralizing the results of this study is limited by the use of a convenience sample of college women.Practical implicationsOnline retailers need to pay more attention on developing effective online atmospherics that evoke positive shopping outcomes. Based on the findings, product presentation using a model as compared to flat is recommended for online apparel retailers.Originality/valueThe current study confirmed the stimulus‐organism‐response relationship by showing that product presentation (online stimuli) affected emotion and attitude towards the site (emotional/cognitive states) and consequently influences purchase intent (response). Thus, this study provides practical, useful information to web site designers and online retailers by indicating that how web site atmospherics lead to positive consumer shopping outcomes.

Purpose -The purpose of this paper is to compare the e-service quality perceptions of US and South Korean consumers in relation to overall e-service quality, e-satisfaction, and e-loyalty to understand geographic and cultural differences in relation to the international expansion of e-business. Design/methodology/approach -The data for the study were collected from college-age internet users in the USA and Korea. A total of 361 questionnaires were deemed as usable for data analysis. Regression analyses were used to test the conceptual model. Findings -Privacy and efficiency significantly affected overall e-service quality and e-satisfaction for respondents in both Korea and the USA. As for Korean respondents, system availability and fulfillment were significant factors that affected overall e-satisfaction. The relationships among overall e-service quality, e-satisfaction, and e-loyalty were positively significant between the two countries. Practical implications -Using two sets of data from the USA and Korea, the paper examined important e-service quality dimensions in producing overall e-service quality and e-satisfaction which in turn influence e-loyalty based on respondents' actual shopping experience. The dimensions identified in the study are based on a full assessment of an e-service experience. Global e-retailers can use the dimensions identified by the paper to better assess their service performance on an international level. Originality/value -The paper is unique in that it is one of the first cross-cultural examinations of how consumers in two different countries perceived e-service quality using e-SQ scale developed by Parasuraman et al.

PurposeThis research aims to examine how the amount of information provided on a web site affects consumers' perceived risk, satisfaction, intention to revisit, and purchase intent.Design/methodology/approachA convenience sample of 220 female college students participated in an online experiment. Confirmatory factor analysis, multivariate analysis of variance, and structural equation modeling were conducted.FindingsSignificant main effects were found for amount of information on consumers' perceived risk and satisfaction; significant causal relationships were found among perceived risk, satisfaction, intention to revisit, and purchase intent.Research limitations/implicationsGeneralizing the findings of the study is limited by the use of only female college student participants and the use of a single type of online retailing. Therefore, future research should consider varied samples and a variety of types of online retail settings to generalize the findings.Practical implicationsThe study demonstrates the effect of amount of information on consumers' online shopping behaviors. To reduce risk perception and impact positive consumer shopping behaviors, online retailers should pay attention to the amount of information available on their web sites.Originality/valueThe study provides valuable practical insights to online retailers and academic researchers by suggesting the importance of providing sufficient amounts of information on a web site.