The determinants of consumers’ online shopping cart abandonment

Kukar‐Kinney, Monika; Close, Angeline G.

doi:10.1007/s11747-009-0141-5

Cited by 185 publications

(121 citation statements)

References 19 publications

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“…In fact, online shopping sites and some of the associated features such as online shopping carts are used by consumers simply as an 'entertainment or as a shopping research and organizational tool' [24]. Social media allows costeffective and personalized procedures for customers and can now change the intensity and meaning of messages in multiple ways [16,17].…”

Section: H2: the Positive Effect Of Interactional Justice On Customermentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm's technology usage for complaint handling in two ways: (a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.

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Section: H2: the Positive Effect Of Interactional Justice On Customermentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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“…List of the determinants of consumers' online shopping cart abandonment was presented by Kukar-Kinney and Close [22]. They confirmed that categories of cart abandonment determinants should include entertainment value (using web page only for information purpose), concern about costs, waiting for better price, privacy and security concerns.…”

Section: Shopping Basket Analysismentioning

confidence: 88%

“…Analysis of the shopping cart can provide a valuable information about the needs and behavior of on-line and offline consumers. We can find many researches in the area of: what (and when) is being purchased [15] [19], shopping basket size and value analysis [16], effect of sales promotions on shopping basket [17][18], the cart filling time [20], the influence of smart shopping card on shopping behavior [21], or determinants of consumers' online shopping cart abandonment [22][23] [24].…”

Section: Shopping Basket Analysismentioning

confidence: 99%

Searching for information and making purchase decisions in b2b online stores. The case of the technical articles wholesale

Wiechetek

Pawłowski²

2016

Annals of Computer Science and Information Systems

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Abstract-This paper aims to extend current research in the area of on-line business-to-business clients preferences. A quantitative research in a form of transaction log analysis (TLA) performed by the authors allow to conclude that search log and shop basket logs are sources of viable information about business customers. Transaction log analysis allows to identify different customer groups, such as searchers and buyers. It also allows for better customization of cloud of tags, so that the results are better tailored to customers' preferences. It turns out that a large list of products (result of search process) is not a deterrent to purchasing on-line. However, in order to facilitate the purchasing process b2b platform should offer additional filtering mechanisms.The main results of the research could be used by managers of professional e-commerce b2b platforms to better understand customers' needs and develop strategies to build long lasting partnerships.Research limitations. The authors examined single b2b platform that may limit the findings generalizability, so the future research of other b2b platforms should be explored to validate the results.Our future research should be performed to obtain the interplay between quantitative and qualitative methods of b2b clients' analysis and online shopping. It will allow for better understanding of customers' engagement and clients' unique organizational culture that may have an impact on purchasing decisions and building long time relationship.

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“…Similarly, online retailers have found that a large proportion of customers go through the process of shopping, select the items that they like, and then abandon the shopping cart before completing the check out. 21 Strategies designed to encourage customers to complete the process by infl uencing their trying could produce positive results. Given that online marketers sell low value items in addition to high value items, similar approaches could also be used for low value items.…”

Section: Discussionmentioning

confidence: 99%

Consumer trying: Scale development and validation

Mathur

2011

J Target Meas Anal Mark

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Not all attempts of consumers to acquire and consume goods are successful. Sometimes some consumers are able to achieve their consumption goals in their fi rst attempt; some other times individuals are able to achieve their goals after repeated attempts, and yet other times their goals are never achieved and might be abandoned. This research focuses on exploring the nature of consumer trying to achieve consumption goals and develop and validate a scale for measuring consumer trying.

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The determinants of consumers’ online shopping cart abandonment

Cited by 185 publications

References 19 publications

Usage of Social Media Systems in Customer Service Strategies

Usage of Social Media Systems in Customer Service Strategies

Searching for information and making purchase decisions in b2b online stores. The case of the technical articles wholesale

Consumer trying: Scale development and validation

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