Web Site spill over to email campaigns: The role of privacy, trust and shoppers' attitudes

Cases, Anne-Sophie; Fournier, Christophe; Dubois, Pierre-Louis; Tanner, John F.

doi:10.1016/j.jbusres.2009.02.028

Cited by 79 publications

(43 citation statements)

References 37 publications

(55 reference statements)

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“…2 Not only does meeting consumer privacy expectations increase purchase intentions and consumers' likelihood to transact with a firm (Cases et al 2010;Eastlick et al 2006), but meeting consumer privacy expectations also increases trust in a firm (McCole et al 2010), while violating privacy expectations leads to adverse consumer reactions (Miyazaki 2009). Importantly for business ethicists, privacy violations are experienced as individual harms (Calo 2011) and as unfair acts (Ashworth and Free 2006).…”

Section: Access Viewmentioning

confidence: 99%

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

2015

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Recent scholarship in philosophy, law, and information systems suggests that respecting privacy entails understanding the implicit privacy norms about what, why, and to whom information is shared within specific relationships. These social contracts are important to understand if firms are to adequately manage the privacy expectations of stakeholders. This paper explores a social contract approach to developing, acknowledging, and protecting privacy norms within specific contexts. While privacy as a social contract-a mutually beneficial agreement within a community about sharing and using information-has been introduced theoretically and empirically, the full impact on firms of an alternative framework to respecting the privacy expectations of stakeholders has not been examined. The goal of this paper is to examine how privacy norms develop through social contract's narrative, to redescribe privacy violations given the social contract approach, and to critically examine the role of business as a contractor in developing privacy norms. A social contract narrative dealing specifically with issues of privacy is an important next step in exploring a social contract approach to privacy. Here, the narrative is used to explain to analyze the dynamic process of privacy norm generation within particular communities. Based on this narrative, individuals within a given community discriminately share information with a particular set of obligations in mind as to who has access to the information and how it will be used. Rather than giving away privacy, individuals discriminately share information within a particular community and with norms governing the use of their information. Similar to contractual business ethics' impact on global commerce in explaining how and why norms vary across global contexts, the social contract approach to privacy explains how and why norms vary across communities of actors. Focusing on agreements around privacy expectations shifts the responsibility of firms from adequate notification to the responsibility of firms as contractors to maintain a mutually beneficial and sustainable solution.

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Section: Access Viewmentioning

confidence: 99%

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

2015

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“…Precedence has been established for the use of single-firm data in prior research studies (Cases et al 2010;Harris 1990;Mahajan et al 1984;Newman et al 2010;Spreitzer 1996). Originally, the clothing company started as a catalog retailer.…”

Section: Methodology Overviewmentioning

confidence: 99%

“…Pavlov, Melville, and Plice (2008) argued that spam, i.e., unwanted commercial emails, should be analyzed as part of the entire email marketing infrastructure. Attitude towards a firm's email campaign is positively related to purchase intentions (Cases et al 2010). Firms should consider more customized emails with better price personalization for customers to decrease competition based solely on price, which leads to profit growth (Chen and Sudhir 2004).…”

Section: Email Marketing and Electronic Word Of Mouthmentioning

confidence: 99%

“…Some studies investigated the phenomena of interest using general consumers and self-reported perceptions (Huang, Lin, and Lin 2009;Mowen, Park, and Zablah 2007;Phelps et al 2004;Tran, Strutton, and Taylor 2012;Zhang and Daugherty 2009). Few studies have used customer data pertaining to one e-tailer to study E-WOM (Cases et al 2010;Trusov, Bucklin, and Pauwels 2009). However, there is still a gap in the literature regarding e-servicescape, emails, and social networking sites.…”

Section: Social Networking Sitesmentioning

confidence: 99%

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Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

Tran

Strutton

2016

Celebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing?

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titles.Old Spice cleverly used a handsome actor to play the Old Spice Man character for a Super Bowl commercial in 2010. After the game, this Old Spice commercial was viewed more than 13 million times on YouTube, a social media video-sharing site. This viral marketing campaign, also known as electronic word-of-mouth (E-WOM), propelled the Old Spice brand into the forefront of consumers' minds, increased brand awareness, and inspired people to share the video links with their family, friends, and co-workers.The rapid growth of E-WOM is an indication of consumers' increased willingness to convey marketing messages to others. However, despite this development, marketing academics and practitioners do not fully understand this powerful form of marketing. This dissertation enriches our understanding of E-WOM and how e-servicescape may lead to E-WOM. To that end, stimulus-organism-response theory and the network co-production model of E-WOM are applied to investigate the relationships between e-servicescape, trust, E-WOM intentions, customer loyalty, and purchase intentions. Two forms of E-WOM were examined, namely emails and social network postings. E-servicescape is defined as the online environmental factors of a marketer's website. E-servicescape is composed of three main dimensions, including aesthetic appeal, financial security, and layout and functionality. This study used cross-sectional customer data from a single e-tailer. Structural equation modeling was used to analyze the responses. Customer reviews was added as an additional subdimension of e-servicescape. The findings suggest e-servicescape positively impacts trust, which in turn positively influences E-WOM and customer loyalty. Moreover, two groups of customers were compared using multi-group analysis, where one group of users received emails and the other group received social network postings from the same e-tailer. Overall, the results indicated emails had a stronger impact on e-servicescape, E-WOM, and customer loyalty. Social networking site postings had slightly greater influence on trust, and two sub-dimensions of eservicescape, i.e., interactivity and ease of payment.These findings contribute to the marketing research on E-WOM theory and electronic commerce shopping behavior. In particular, the sub-dimension of customer reviews is added to e-servicescape. This study yields practical implications for marketers in understanding consumers' perceptions of websites and how to better design sites. In addition, these findings add to knowledge on how to engender consumers' trust and customer loyalty online. Finally, this research provides suggestions for firms wanting to create marketing campaigns that will lead to E-WOM. Overview of E-WOM E-WOM is defined as "forwarding actions through email, instant messaging or other communication media that are of high 'addressability'" (Ho and Dempsey 2010, p. 1000). E-WOM communication is traditional word-of-mouth (WOM) behavior evolved and adapted to electronic media, where individuals often convey messages in...

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“…[41] and [33]). [42] found that the attitude of consumers towards direct marketing is negatively associated with the degree of concerns on privacy.…”

mentioning

confidence: 99%

The Effect of Privacy Concerns on Smartphone App Purchase in Malaysia: Extending the Theory of Planned Behavior

Belkhamza

Niasin

2017

Int. J. Interact. Mob. Technol.

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Abstract-The rise of m-commerce has brought the intention to the issue of privacy concerns among mobile users, and studies showed that it is an important factor that affects attitude and intention to purchase smartphone apps. The objective of this paper is to investigate the issue of privacy concerns on the attitude and purchasing intention among Malaysian smartphone users. This paper employed the Theory of Planned Behavior (TPB) to investigate the role of privacy concerns in influencing the decision making process. The paper provides significant insights on the issue of privacy concerns in the usage of smartphones which can help developers such as Google and Apple to improve their apps stores to provide better protection for users' privacy and security in Malaysia.

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Web Site spill over to email campaigns: The role of privacy, trust and shoppers' attitudes

Cited by 79 publications

References 37 publications

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

The Effect of Privacy Concerns on Smartphone App Purchase in Malaysia: Extending the Theory of Planned Behavior

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