The investigation on dimensions of e-satisfaction for online shoes retailing

Endo, Seiji; Yang, Jun; Park, Jungkun

doi:10.1016/j.jretconser.2012.03.011

Cited by 29 publications

(20 citation statements)

References 51 publications

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“…Handel faciliteres i stigende grad af internettet (se fx DIBS' årlige rapporter om "Dansk Nethandel"), hvilket aendrer denne sociale praksis på en raekke områder -fx måden at kommunikere på mellem saelger og kunde (jf. Endo et al, 2012), måden, hvorpå kunden praesenteres for varer (jf. Schramm-Klein et al, 2007), måden, hvorpå kunden er begraenset i sin undersøgelse af de tilbudte varer (jf.…”

Section: Indledningunclassified

“…Blazquez, 2014), herunder på deres opfattelse af risici forbundet med nethandel (jf. Aghekyan-Simonian et al, 2012;Blazquez, 2014;Azar et al, 2015;Kim & Forsythe, 2009;Endo et al, 2012).…”

Section: Figur 1: Aktualisering Af Systemer I Tekstunclassified

“…Melander, 2016). Endo et al (2012) og Aghekyan-Simonian et al (2012) pointerer også de to første faktorer i deres undersøgelse af barrierer ved nethandel, men faktisk viser FDIHs analyse, at det mest problematiske er, hvis produktbeskrivelserne eller produktbillederne er for ringe: I så fald fravaelger hele 81 pct. en netbutik (Melander, 2016).…”

Section: Wwwzalandocouk I Brugunclassified

“…Det Th omas Hestbaek Andersen og Th eo van Leeuwen Article: Hvorfor og hvordan 'betyder' nethandel? transparente handelsforløb betones for øvrigt også af Zalando i de e-mailnotifi kationer, som kunden modtager efter at have bestilt en vare: En sådan "post-purchase customer service" er ifølge Endo et al (2012) og Azar et al (2015) afgørende for at sikre sig et godt omdømme som netbutik.…”

Section: Wwwzalandocouk I Brugunclassified

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Hvorfor og hvordan ’betyder’ nethandel? Om blandingen af teksttyper i Zalandos netbutik

Andersen

Leeuwen

2018

MedieKultur

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Section: Indledningunclassified

“…Blazquez, 2014), herunder på deres opfattelse af risici forbundet med nethandel (jf. Aghekyan-Simonian et al, 2012;Blazquez, 2014;Azar et al, 2015;Kim & Forsythe, 2009;Endo et al, 2012).…”

Section: Figur 1: Aktualisering Af Systemer I Tekstunclassified

Section: Wwwzalandocouk I Brugunclassified

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Hvorfor og hvordan ’betyder’ nethandel? Om blandingen af teksttyper i Zalandos netbutik

Andersen

Leeuwen

2018

MedieKultur

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“…Furthermore, highly satisfied customers could be an important source of positive word-of-mouth recommendations and endorsement to friends, family members, or colleagues (Chevalier & Mayzlin, 2006;Collier, 1995;Duan, Gu, & Whinston, 2008;Endo, Yang, & Park, 2012;Finn et al, 2009;Freed & Anderson, 2012;Jones & Sasser, 1995;Maxham, 2001;Senecal & Nantel, 2004). Positive word of mouth from satisfied customers constitutes a powerful input into the decision making process of a potential customer.…”

Section: Literature On Customer Satisfactionmentioning

confidence: 99%

Using Research Case Studies in eCommerce Marketing Courses: Customer Satisfaction at Point-of-Purchase and Post-Purchase

Nawi¹,

Fong

Tatnall

2014

JITE:Research

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This paper describes a research case study of Internet apparel marketing by small businesses in Malaysia which can beneficially be included in postgraduate business courses for understanding the importance of measuring customer satisfaction at point-of-purchase and post-purchase in online purchases. The sample size in this research is 154 respondents in Malaysia who purchased apparel online and provided their satisfaction level at point-of-purchase and post-purchase stages. Seven-point Likert scale was used to measure the attitude of these respondents in regard to their customer satisfaction. Of the 154 respondents, 64 answered the surveys in Bahasa Melayu (the national language in Malaysia) while the remaining 90 answered in the English language. The case study shows that there are significant differences in all customer satisfaction items between point-of-purchase and post-purchase stages. The results are also different in these items when respondents were differentiated based on the language they used in answering the surveys. Hence, it is important to show students the need to take account of online post-purchase satisfaction as part of the cumulative experience of the online purchaser. Focusing primarily on point-ofpurchase satisfaction could mislead an online retailer particularly if dissatisfaction arose in the aftermath of the purchase experience. In addition, examining customer satisfaction in terms of groups (such as language in this case study) could provide further insight into the significant differences between point-of-purchase and post-purchase in online purchase.

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Improving Cross‐Border eCommerce Through Digitalization

Raadt¹,

2021

The Digital Transformation of Logistics

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The investigation on dimensions of e-satisfaction for online shoes retailing

Cited by 29 publications

References 51 publications

Hvorfor og hvordan ’betyder’ nethandel? Om blandingen af teksttyper i Zalandos netbutik

Hvorfor og hvordan ’betyder’ nethandel? Om blandingen af teksttyper i Zalandos netbutik

Using Research Case Studies in eCommerce Marketing Courses: Customer Satisfaction at Point-of-Purchase and Post-Purchase

Improving Cross‐Border eCommerce Through Digitalization

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