An Examination of the Web-Based Strategies of the Top 100 U.S. Retailers

Griffith, David A.; Krampf, Robert F.

doi:10.1080/10696679.1998.11501801

Cited by 98 publications

(72 citation statements)

References 6 publications

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“…The technology enables consumers to fulfill the purchase process generally without any direct interaction with e-commerce employees (Meater, Ostrom, Roundtree, & Bitner, 2000). Customer service is received mainly through the means of access afforded by the Web site (Griffith & Krampf, 1998). For instance, whether there are e-mail addresses hot linked from the site, whether the telephone number of a customer service agent is available, whether this service is offered 24 hours a day, and whether the firm is responsive can all comprise customer service.…”

Section: Valence Of Experiencementioning

confidence: 99%

A conceptual model of perceived customer value in e‐commerce: A preliminary investigation

Chen¹,

Dubinsky²

2003

Psychology and Marketing

791

461

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This article presents an exploratory study of a conceptual model of perceived customer value in a business-to-consumer e-commerce setting. Key precursors of perceived customer value included in the model are valence of on-line shopping experience, perceived product quality, perceived risk, and product price. Relationships among these variables (as well as mediating variables) and their relationship to on-line shoppers' value perceptions are explored. The theoretical framework proposed in this work expands on previous efforts on perceived customer value by including new variables relevant to an e-commerce setting and by integrating several key variables into one model. The preliminary findings lead to several implications. ᭧

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Section: Valence Of Experiencementioning

confidence: 99%

A conceptual model of perceived customer value in e‐commerce: A preliminary investigation

Chen¹,

Dubinsky²

2003

Psychology and Marketing

791

461

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“…When we refer to SME's, a large part of the literature (Walczuch, Van Bravey Lundgren, 2000;Geiger and Martín, 1999;Soh et Al., 1997;Griffith and Krampf, 1998) states that the benefits reaped by a company are fundamentally of a commercial nature. We therefore opine that that we must analyse the possible causality of this variable as an incentive to possessing a corporate Website.…”

Section: H5: Possessing a Corporate Website Is Independent Of Environmentioning

confidence: 99%

Empirical Evidence Concerning Smes Corporate Websites: Explaining Factors, Strategies and Reporting

García-Borbolla¹,

Larran²,

Lopez³

2005

IJDAR

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Abstract. The important role played by Small and Medium-sized Enterprises in any contemporary economy as a motive force for generating employment and wealth is universally acknowledged and therefore this work is based upon a more detailed study concerning the efficiency of SMEs.Therefore by analysing a sample of 816 SMEs, we aim to study the information published on their Websites in order to clarify certain doubts with respect to the type of target users and thus discover the objectives and strategies pursued by publishing a corporate Webpage. Given the low observed percentage of SMEs with a Website (31.74%) we have also studied the factors influencing the propensity of businesses to possess a corporate Website.

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“…Furthermore, a retailer's customer service has been shown to lead to customer satisfaction, and increase purchase intentions, word-of-mouth recommendations, and share-of-wallet (Sirdeshmukh et al, 2002). A study by Griffith and Krampf (1998) indicated that improvement in online customer service management systems is crucial to the financial success of online retailers. In particular, they pointed out that the responsiveness of online customer services was among the most important aspects of services valued by consumers.…”

Section: Customer Satisfaction and Retailer's Financial Performancementioning

confidence: 99%

The Effect of Customer Service and Content Management on Online Retail Sales Performance: The Mediating Role of Customer Satisfaction

Ayanso¹,

Lertwachara²,

Thongpapanl³

2011

THCI

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AIS Transactions on Human-Computer InteractionAnteneh Ayanso Brock University aayanso@brocku.ca Kaveepan LertwacharaCalifornia Polytechnic State University klertwac@calpoly.edu Narongsak ThongpapanlBrock University nthongpa@brocku.ca This paper analyzes the mediating role of customer satisfaction by studying the relationship between IT-enabled customer service and content management efforts and online sales performance. Using data on the top performing Web retailers in the U.S. based on their online annual sales, we show that the extent of retailers' efforts in online customer service and content management is positively linked to customer satisfaction, which in turn is positively related to the retailers' online sales performance. In addition to directly increasing the revenue, our results indicate that customer service and content management features can also indirectly improve the retailers' financial performance. Specifically, customer service management impacts the sales performance via the average ticket amount, while content management affects the sales via the repeat visit.

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An Examination of the Web-Based Strategies of the Top 100 U.S. Retailers

Cited by 98 publications

References 6 publications

A conceptual model of perceived customer value in e‐commerce: A preliminary investigation

A conceptual model of perceived customer value in e‐commerce: A preliminary investigation

Empirical Evidence Concerning Smes Corporate Websites: Explaining Factors, Strategies and Reporting

The Effect of Customer Service and Content Management on Online Retail Sales Performance: The Mediating Role of Customer Satisfaction

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