Designing satisfying service encounters: website versus store touchpoints

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; Witell, Lars

doi:10.1007/s11747-021-00808-9

Cited by 28 publications

(30 citation statements)

References 96 publications

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“…In detail, the SMEs-WebQ model indicates that a good quality website service should meet three essential criteria: a website should be equipped with a user-friendly system (system quality), informative content (information quality), and responsive online services (service readiness). These three dimensions are relevant to the positive consequences for consumers when interacting with companies through digital touchpoints that have been confirmed by previous researchers, where system ease of use encourages higher consumer satisfaction [139], information quality increases consumers' behavioral intention [140,141], and responsive services generate positive emotions while also attenuating anger in consumers [142]. Moreover, the SMEs-WebQ model is analogous to the Delone and McLean model of information system success (ISS) [143], which consists of three dimensions and it has been broadly applied to evaluate the success of information system-based business service implementation (e.g.…”

Section: Discussionsupporting

confidence: 73%

Developing and testing a measurement scale for SMEs’ website quality (SMEs-WebQ): Evidence from Indonesia

Suryani¹,

Fauzi

Sheng

et al. 2022

Electron Commer Res

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This current research focuses on developing and testing a measurement model of website quality for Small and Medium-sized Enterprises (SMEs). This study applied Hinkin’s scale development process and involved 802 respondents in Indonesia through two successive data collection phases. The model development confirmed the SMEs-WebQ model as a robust measurement of SMEs’ website quality, containing 15 items across three dimensions: system quality, information quality, and service readiness. The replication study confirmed a gratifying nomological validity of the SMEs-WebQ model, whereby the three dimensions of the SMEs-WebQ model have significant positive effects (through brand awareness) on consumers’ purchase intention. This study theoretically contributes to the website quality literature and adds to the debate over the theoretical applicability of the present study’s underpinning theories (stimulus-organism-response and flow experience) in understanding online purchase intention. Practically, this study provides managerial recommendations to SMEs’ managers looking to improve their websites while ameliorating their competitiveness in the digital business era.

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Section: Discussionsupporting

confidence: 73%

Developing and testing a measurement scale for SMEs’ website quality (SMEs-WebQ): Evidence from Indonesia

Suryani¹,

Fauzi

Sheng

et al. 2022

Electron Commer Res

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show abstract

“…While omni-channel blurs the boundaries between channels (Brynjolfsson et al, 2013), there have been few studies modeling satisfaction on these two main channels and how their interactions contribute to overall cross-channel satisfaction (Bolton et al, 2022). In a multichannel system, customers evaluate the structurally alienable attributes of each channel to determine the most satisfactory channel (Hammerschmidt et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

Overall satisfaction formation across channels: an empirical study

Bèzes¹

2022

IJRDM

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PurposeNo other research analyzes the formation of overall satisfaction across channels, including the reciprocal interactions between store and website satisfaction and the factors that moderate them. Therefore, the aim of the present study is to examine how overall customer satisfaction is formed from the image and perceived congruence of the two main existing channels and the satisfaction induced by each.Design/methodology/approachThe online study covers 909 customers of a French mortar-to-click retailer specializing in women's and children's clothing. The conceptual model incorporates reciprocal interdependence between store satisfaction and website satisfaction. This model is tested using the procedure specific to non-recursive structural equation model.FindingsOverall satisfaction with the retailer is not only generated by satisfaction with the store and the website, but also directly and indirectly by the image of each channel. The contribution of the variables depends on the personal and situational characteristics of the customer. Not only is the relationship confirmed from store satisfaction to website satisfaction, but for the first time, in rarer cases the reverse is also observed. On the other hand, while the perceived congruence of channels can improve satisfaction with the channel for certain types of customers, in other cases the congruence can also worsen customers' overall satisfaction.Research limitations/implicationsThe detailed analysis of the formation of this satisfaction shows the pre-eminence of the customer over the retailer's initiatives. A retailer may facilitate or encourage virtuous interaction between retailer's channels by making the transfer of information and products more fluid (click and collect for example); but in the end, the customer is the one who decides whether or not to bring the channels closer together.Originality/valueContrary to what the literature assumes, in some cases, the retailer's attempt to integrate the channels may even reduce overall satisfaction if customers do not want this integration, just as a high level of satisfaction on the website can reduce in-store satisfaction.

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“…This value is not determined by the enterprise, but by the consumer’s perception. With the improvement of China’s urbanization level, the number and population of cities are constantly rising, and the competition among cities in talent, capital, science and technology is increasingly obvious ( Bolton et al, 2022 ). In this environment, in order to improve the city’s competitiveness and promote the city’s better and faster development, the concept of city marketing came into being and received wide attention ( Artacho et al, 2019 ).…”

Section: Introductionmentioning

confidence: 99%

The influence of brand marketing on consumers’ emotion in mobile social media environment

Zhu²,

Sun³

et al. 2022

Front. Psychol.

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With the development of urban economy and the enhancement of competition among cities, urban marketing has attracted more and more attention. Emotional marketing is a people-oriented marketing strategy, which cannot be ignored under the current economic development and urban development level. Today, with abundant commodities and diversified shopping channels, how to attract new customers, maintain old customers and enhance customer loyalty through emotional marketing has become the focus of enterprises’ work. This paper studies from the perspective of clothing. Facing the fierce market competition, in the marketing era of domestic and foreign big enterprises seeking development by brands, if small and medium-sized enterprises want to survive and develop, they must set up the lofty goal of becoming big enterprises, implement brand marketing, and constantly grow and grow healthily in the process of building strong brands. It can be seen from the research in this paper that the recommendation success of this algorithm is 19% better than that of the traditional algorithm in the case of a certain number of partitions, and it is suitable for being put into extensive practice.

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Designing satisfying service encounters: website versus store touchpoints

Cited by 28 publications

References 96 publications

Developing and testing a measurement scale for SMEs’ website quality (SMEs-WebQ): Evidence from Indonesia

Developing and testing a measurement scale for SMEs’ website quality (SMEs-WebQ): Evidence from Indonesia

Overall satisfaction formation across channels: an empirical study

The influence of brand marketing on consumers’ emotion in mobile social media environment

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