Shopping online for goods vs. services: where do experiential features help more?

Shobeiri, Saeed; Mazaheri, Ebrahim; Laroche, Michel

doi:10.1111/ijcs.12165

Cited by 28 publications

(21 citation statements)

References 65 publications

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“…Thus, indicating that emotional experience plays a very minimal role in the adoption of online shopping. This contrasts previous studies (e.g., Shobeiri et al, ) wherein aesthetics was found to be a better predictor of site attitudes than are service excellence and CROI but validates Rose et al () who found that aesthetics does not significantly relate to affective experiential state. Thus, consistent with the findings of Novak et al (), it was found that Nigerian e‐shoppers are more goal directed rather than hedonically driven.…”

Section: Resultscontrasting

confidence: 95%

“…Unlike other researchers (e.g., Babin et al, ; Novak et al, ), Mathwick et al () recognise that all the dimensions are experiential. Recent research (see Shobeiri, Mazaheri, & Laroche, ) adds empirical validity to this body of work. Jeong, Fiore, Niehm, and Lorenz () adopted and tested Pine and Gilmore's () four experiential realms (entertainment, educational, escapist, and aesthetic experiences) in the online shopping context.…”

Section: Literature Reviewmentioning

confidence: 91%

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Online shopping experience in an emerging e‐retailing market: Towards a conceptual model

Izogo

Jayawardhena

2018

J of Consumer Behaviour

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We develop a comprehensive and integrated framework of online shopping experience (hereafter OSE) from an emerging market perspective. Using a netnographic research method, we content analysed 284 experiential reviews of 2 leading Nigerian e-retailers. Augmented by the theory of customer engagement, we identify 8 dimensions of OSE that activate shoppers' affective and cognitive states, which consequently lead to 4 behavioural outcomes, namely, internal responses to service experience, external responses to service experience, repurchase intentions, and word of mouth intentions. The proposed dynamic and comprehensive framework reflects all phases of the consumer decision-making process and demonstrates that OSE has both perceptual and behavioural components. We make 3 important contributions. First, the paper provides a comprehensive and dynamic model of customer experience that encompasses all the stages in the customer decision-making process by drawing on a new theoretical perspective to demonstrate how the unique attributes of OSE contribute to extant customer experience research.Second, we advance experiential consumption theory by incorporating attributes of OSE evolved through a unique qualitative research method into existing frameworks of customer experience.Third, we compare and contrast findings from an emerging market with research from more mature markets, when they were undergoing similar development patterns. From a managerial perspective, we illustrate how online retailers operating in emerging markets can draw from the experiences of mature markets and understand the key differences between markets so that they can develop customer experience management strategies by concentrating on the most important components of customer experience. Ernest has a research interest spanning antecedents and consequences of services quality, customer commitment, online customer experience, and relationship quality.

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Section: Resultscontrasting

confidence: 95%

Section: Literature Reviewmentioning

confidence: 91%

Online shopping experience in an emerging e‐retailing market: Towards a conceptual model

Izogo

Jayawardhena

2018

J of Consumer Behaviour

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“…Using data from Eurobarometer for France and West Germany, Sun (2011) examined the roles of experience and cultural propensity to trust in conducting e-commerce. The moderating role of the type of good sold (goods vs services) in the relationship between perceived experiential values and customer attitudes toward the website was studied by Shobeiri et al (2015). Although offering experiential values on the site improves attitudes for both products and services, the impact was much stronger in the case of services.…”

Section: Introductionmentioning

confidence: 99%

Exploring risks, advantages and interpersonal trust in buyer-salesperson relationships in direct selling in a non-western country

Poon¹,

Albaum²,

Yin

2017

IJRDM

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Purpose: The purpose of this paper is to examine the dimensions of interpersonal trust which would affect the buyer-salesperson relationship in a direct selling situation. It also investigates consumers’ perceived risk and advantages of direct selling. Design/methodology/approach: A questionnaire survey of consumers (and also non-consumers) of direct selling companies in Hong Kong was performed by means of mall-intercept interview. The major measurements were perceived risk, perceived advantages, trust dimensions, and repurchase intention. Findings: The results show that there are six dimensions of interpersonal trust in the buyer-seller relationship in direct selling, but only one dimension (i.e. honesty) has a significant relationship with repurchase intention. The ability to shop at home is found to have the highest advantage rating of direct selling. In addition, direct selling is perceived to have a lower level of risk than unsolicited telephone call such as telemarketing. Originality/value This is the first study to investigate the effects of different dimensions of interpersonal trust on consumer buying behavior under a direct selling situation in Asia. The study also serves as a foundation for studying the applicability and usefulness of all trust measures in other western or non-western cultures/nations

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“…Digital vs non-digital) telah terbukti memengaruhi persepsi pembelanja tentang risiko sementara persepsi mungkin dipengaruhi tetapi dampaknya lebih kuat untuk layanan daripada produk (Shobeiri et al, 2015;Dai et al, 2014). Pandangan pembeli tentang nilai utilitarian dan nilai hedonis pada produk tertentu juga telah terbukti mempengaruhi preferensi saluran (Kushwaha dan Shankar, 2013).…”

Section: Keterbatasan Dan Penelitian DI Masa Depanunclassified

Eksplorasi Motivasi Berbelanja Menggunakan Aplikasi Belanja Online di Indonesia

Santoso¹,

Prabowo²,

Homsani³

et al. 2021

IBR

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Penelitian ini bertujuan untuk mengeksplorasi dan menganalisis hubungan antara motivasi berbelanja yang menggunakan aplikasi belanja online dengan faktor sosiodemografi: usia, jenis kelamin, pendidikan, pekerjaan, lokasi tempat tinggal dan preferensi moda belanja seseorang di Indonesia. Kuesioner ‘Shopping Motivational Value Questionnaire” (SMVQ) dalam penelusuran studi pustaka merupakan salah satu alat ukur terbaru yang valid dan reliabel untuk menilai hal tersebut. Penelitian yang mengeksplorasi motivasi berbelanja dengan aplikasi belanja online menggunakan kuesioner yang valid dan reliabel belum pernah dilakukan di Indonesia. Implikasi alat ukur ini dapat digunakan lebih luas dalam menggali motivasi seseorang dengan faktor terkait lainnya.

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Shopping online for goods vs. services: where do experiential features help more?

Cited by 28 publications

References 65 publications

Online shopping experience in an emerging e‐retailing market: Towards a conceptual model

Online shopping experience in an emerging e‐retailing market: Towards a conceptual model

Exploring risks, advantages and interpersonal trust in buyer-salesperson relationships in direct selling in a non-western country

Eksplorasi Motivasi Berbelanja Menggunakan Aplikasi Belanja Online di Indonesia

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