The impact of organizational efforts on consumer concerns in an online context

Shukla, Paurav

doi:10.1016/j.im.2013.11.003

Cited by 41 publications

(47 citation statements)

References 21 publications

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“…This phenomenon is consistent with findings in the non-luxury domain. Shukla (2014), for example, finds that customers are still inherently skeptical of Internet-based engagement due to higher risk perception and security and privacy concerns which, in turn, leads to reduced trust towards the brand.…”

Section: Antecedents To Commitment Towards Luxury Brandsmentioning

confidence: 99%

Customer commitment to luxury brands: Antecedents and consequences

Shukla

Banerjee

Singh

2016

Journal of Business Research

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189

124

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The intensifying competition in the luxury sector necessitates the need for managers to identify the factors underpinning customers' commitment to a luxury brand. Understanding commitment not only provides an insight into the question, how customers commit, but also uncovers why customers commit to a particular brand. Using a questionnaire-based survey with customers, this research examines the antecedents and consequences of customer commitment to luxury brands. The findings indicate the differential influence of various antecedents on affective, calculative and normative commitment, and highlight the role played by these forms of commitment on consumption satisfaction and advocacy intentions. The results demonstrate the importance of affective commitment as a relationship enhancer, and identify managerial implications for customer commitment to luxury brands.

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Section: Antecedents To Commitment Towards Luxury Brandsmentioning

confidence: 99%

Customer commitment to luxury brands: Antecedents and consequences

Shukla

Banerjee

Singh

2016

Journal of Business Research

Self Cite

189

124

View full text Add to dashboard Cite

show abstract

“…Finally, prior suites have suggested that online consumer concerns (e.g., online privacy and security) and online consumer experiences (e.g., website design and delivery efficiency) are two salient factors that female online shoppers always perceive while shopping on a website (Cyr and Bonanni, 2005;Garbarino and Strahilevitz, 2004) and can be viewed as antecedents of e-trust (Shukla, 2014) and e-satisfaction (Cyr and Bonanni, 2005;Myers and Mintu-Wimsatt, 2012), respectively.…”

Section: Introductionmentioning

confidence: 99%

Female online shoppers

2015

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2015),"Young consumers' responses to suspected covert and overt blog marketing", Internet Research, Vol. 25 Iss 4 pp. -Access to this document was granted through an Emerald subscription provided by emerald-srm:263496 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.

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“…Bart et al (2005) suggest that people may perceive reduction of mistrust when visiting websites that provide good features and layout, as well as highquality content. Additionally, high quality design perceptions associated with a website can significantly affect trust, which is an influential driver for b2b transactions (Shukla, 2014).…”

Section: Background Literature and Hypotheses Developmentmentioning

confidence: 99%

“…In this regard, studies on CRM-performance link suggest that effective IT integration leads to better lead management for the firm's CRM activities (Senecal et al, 2007;Keramati et al, 2010). Literature in both b2b and b2c domains suggest that the quality of the website design influences engagement and experience of the users (e.g., Chakravarti, Lala, & Warren, 2002;Shukla, 2014). Industry reports suggest that user engagement and experience is influenced by temporal factors (Nielsen, 2011).…”

Section: Background Literature and Hypotheses Developmentmentioning

confidence: 99%

IT usage for enhancing trade show performance: evidence from the aviation services

Singh

Shukla

Kalafatis

2017

JBIM

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Abstract:Purpose While trade shows still remain an important CRM tool, recent advancements in information technology have raised concerns about the future of trade shows. This study examines the antecedents and consequences of information technology (IT) integration into trade shows. Design/methodology/approach The study employs a questionnaire-based survey with senior and middle managers in the aviation services, resulting in 135 valid responses. The data were analyzed using partial least squares structural equation modelling (PLS-SEM). FindingsThe findings demonstrate differential but significant impact of perceptions towards website design and firm motivations towards the integration IT in the three stages of trade shows marketing. The results also demonstrate significant impact of IT usage on the perceptions towards the accomplishment of trade show objectives. Further, the results vary according to the levels of experience of the professionals. Research LimitationsThis study did not account for the differences in perceptions towards IT implementation across personnel from different departments, such as IT, finance and operations management. In addition, it did not examine situational factors and individual characteristics as additional antecedents of IT usage in trade shows, including pricing, ROI, convenience and the social media. Practical ImplicationsExhibitors are advised to integrate IT in supporting pre-trade show activities to approach potential customers. Exhibitors should integrate electronic interactions and personal communications during the show to reduce the amount of unanswered customer queries, focusing on timeliness and accuracy of information content, ease of navigation, and graphic attractiveness of corporate websites, as effective CRM tools. Originality/value This paper offers insights into hitherto unknown aspects of trade show performance. The results have managerial implications for adopti n g IT as a CRM tool for effective trade show management.

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The impact of organizational efforts on consumer concerns in an online context

Cited by 41 publications

References 21 publications

Customer commitment to luxury brands: Antecedents and consequences

Customer commitment to luxury brands: Antecedents and consequences

Female online shoppers

IT usage for enhancing trade show performance: evidence from the aviation services

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