Multi-Channel Retailing and Customer Satisfaction

Warrington, Patricia T.; Gangstad, Elizabeth; Feinberg, Richard A.; Ruyter, Ko de

doi:10.4018/978-1-60566-154-4.ch004

Cited by 5 publications

(5 citation statements)

References 17 publications

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“…The literature identifies several factors influencing the selection of one of these channel by consumers, including social influence (Warrington et al, 2007), demographics (Burke, 2002), previous experience with a retailer (Kumar andVenkatesan, 2005 andTeltzrow et al, 2007), and price (Choi andMattila, 2009 andXing, 2001). Frambach et al (2007) examine segmentation in channel preference and find channel preference is driven by different drivers in each of the three buying stages (pre-purchase, purchase, and post-purchase).…”

Section: Theory and Hypothesesmentioning

confidence: 99%

Black Friday and Cyber Monday: Understanding consumer intentions on two major shopping days

Swilley

Goldsmith²

2013

Journal of Retailing and Consumer Services

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AbstractsU.S. Retailers consider two major holiday shopping days as their most profitable-the Friday after Thanksgiving, Black Friday, and the Monday after Thanksgiving, Cyber Monday. Understanding consumer attitudes and intentions toward shopping in the mall or online at these times may aid retailers in their holiday marketing activities. This study uses data from a survey of 225 U.S. consumers to examine attitudes and behaviors of shoppers for these two shopping occasions. The results indicate that consumers enjoy shopping on Black Friday, yet were more likely to shop on Cyber Monday owing to its greater convenience. Retail managers will have a better opportunity to market on these two days with an understanding of consumer intentions for these major shopping occasions based on these findings.

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Section: Theory and Hypothesesmentioning

confidence: 99%

Black Friday and Cyber Monday: Understanding consumer intentions on two major shopping days

Swilley

Goldsmith²

2013

Journal of Retailing and Consumer Services

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“…In practice, this process has typically been enabled by integrating customer-facing, retail websites with CRM software, to create e-CRM applications [Dussart, 2001;Lee-Kelley et al, 2003]. On-line retailing is now providing retailers with the rich source of individualized customer data, that allows them to undertake effective one-to-one marketing [Frow & Payne, 2009] and in so doing make a very real contribution to improved organizational performance [Gurau et al, 2003;Schoder & Madeja, 2004;Warrington et al, 2007]. However, many other commentators strike a more cautionary note [Fjermestad & Romano, 2003;Kennedy, 2006], as there still many challenges to be faced -such as data integration, building trust, system usability and customer retention -before the full potential of electronic CRM can be realised.…”

Section: The Transformation Of the Market-placementioning

confidence: 99%

Internet retailing: the past, the present and the future

Doherty

Ellis‐Chadwick

2010

International Journal of Retail &Amp; Distribution Management

139

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Purpose -The primary aim of this paper is to critically review the literature that explicitly addresses the adoption, application and impact of Internet technologies, by retailers, for the promotion and sale of merchanidise. In particular, this study seeks to: 1) present a holistic and critical review of the early predictions, with regard to the uptake and impact of Internet retailing; 2) critically reappraise these claims in light of current trends in Internet retailing; and 3) explore where e-tailing may be heading in the coming years.Design / Methodology /Approach -The study adopts an extensive and critical review of the literature, with regard to the adoption, uptake and impact of Internet retailing, as published in the academic literature over the past twenty years.Findings -In hindsight it can be seen that many of the original predictions, made at the dawn of the Internet era, have not become a reality: retailers aren't cannibalising their own custom, virtual merchants aren't dominating the market-place, and the high-street hasn't, as yet, been put out of business. By contrast other predications have come to pass: electronic intermediaries are playing an increasingly important role, 'one-to-one' marketing has become a reality, prices are more competitive, and perhaps most importantly the consumer has become more powerful.Research limitations / implications -Providing a brief review of the past, present and future of online retailing is an extremely ambitious undertaking, especially given the vast amount of literature that has been published in this area. In attempting to provide an overall impression of the broad themes, and most important findings, to emerge from this important body of literature, it is inevitable that we will have either missed or underplayed many important pieces of work. Consequently, there is a need for follow-up studies that aim to provide deeper and richer reviews of more narrowly defined elements of this vast landscape.Originality / value -This study presents one of the first and most thorough reappraisals of the initial literature with regard to the likely development, implications and impact of Internet retailing. Moreover the paper seeks to break new ground by attempting to use the current literature to help predict future directions and trends for on-line shopping.

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“…Among the core benefits associated with eCRM are enhanced customer service, improved customer loyalty, increased personalization and market awareness, marketing cost savings, generation of sales, and improved overall profitability [58,74,78,79,93,119,135,141].…”

Section: Sme Ecrm Capabilities and Performance Benefitsmentioning

confidence: 99%

Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study

Harrigan

Schröeder

Qureshi

et al. 2010

International Journal of Electronic Commerce

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Research on large firms suggests that dedicated customer relationship management (CRM) software applications play a critical role in creating and sustaining customer relationships. CRM is also of strategic importance to small and medium-sized enterprises (SMEs), but most of them do not employ dedicated CRM software. Instead they use generic Internet-based technologies to manage customer relationships with electronic CRM (eCRM). There has been little research on the extent to which the use of generic Internet technologies contributes to SME performance. The present study fills the gap, building upon the literature on organizational capabilities, marketing, and SMEs to develop a research model with which to explore the relationships between generic Internet technologies, eCRM capabilities, and the resulting performance benefits in the SME context. A survey across 286 SMEs in Ireland finds strong empirical evidence in support of the hypotheses regarding these benefits. The study contributes to managerial decision making by showing how SMEs can use generic Internet technologies to advance their customer relationships and contributes to theory development by conceptualizing eCRM capabilities in an SME context. KEy woRdS And phRASES: CRM, electronic customer relationship management, organizational capabilities, SME.Customer relationship management (CRM) is one of the most critical activities of an organization. Broadly defined as "the cross-functional integration of processes, people, operations, and marketing capabilities that is enabled through information technology and applications" [100, p. 168], CRM aims at "creating improved shareholder value through the development of appropriate relationships with key customers and customer segments" [100, p. 168]. The ability of CRM to create direct performance benefits for organizations is widely recognized [26,63,86]. Large firms have increasingly deployed dedicated CRM software applications as a practical means to build or extend their relationships with customers [31,86]. This is evidenced by the recent rapid growth of dedicated CRM application solutions such as Goldmine FrontOffice, Siebel, and Onyx Customer Center [76]. It has also led to the CRM market's becoming a multibillion-dollar industry in the United States alone [133].Small and medium-size enterprises (SMEs) have long been recognized as an important and integral part of every country's economy, and are also the fastest-growing segment in most markets [131]. While SMEs are disadvantaged as compared to large corporations because of their lack of resources, managerial

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Multi-Channel Retailing and Customer Satisfaction

Cited by 5 publications

References 17 publications

Black Friday and Cyber Monday: Understanding consumer intentions on two major shopping days

Black Friday and Cyber Monday: Understanding consumer intentions on two major shopping days

Internet retailing: the past, the present and the future

Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study

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