Multi-Channel Retailing and Customer Satisfaction

Multi-Channel Retailing and Customer Satisfaction

Patricia T. Warrington (Texas Christian University, USA), Adam Hagen (Purdue University, USA) and Richard Feinberg (Purdue University, USA)
Copyright: © 2009 |Pages: 13
DOI: 10.4018/978-1-59904-978-6.ch011
OnDemand PDF Download:


Customer satisfaction/dissatisfaction can occur at/after the store, on the telephone, on the internet, after a catalog purchase. Customer satisfaction leads to repurchase/loyalty. Customer dissatisfaction leads to lower repurchase/loyalty. However, no research has looked at how satisfaction/dissatisfaction (S/D) in one channel affects the repurchase/loyalty in the same or different channels and the same/different stores. While S/D will increase/decrease the S/D in the same channel it does not always affect S/D in other channels the same way. In addition, S/D in a channel in one retailer may affect S/D in that same channel but in a different retailer.

Complete Chapter List

Search this Book:
Table of Contents
Yun Wan
Chapter 1
Yun Wan
This chapter provides an overview of comparison-shopping services. Four research topics are covered: How to design a good shopbot? How Shoppers... Sample PDF
Comparison-Shopping Services and Agent Design: An Overview
Chapter 2
Maria Fasli
The huge growth of e-commerce has had a profound impact on users who can now choose from a vast number of options online. Inevitably, as the number... Sample PDF
The Next Generation of Shopbots: Semantic Interoperability and Personalization
Chapter 3
Hongwei Zhu, Stuart E. Madnick
Global comparison services facilitate easy comparison of product offerings around the world. To offer such services, one has to address the semantic... Sample PDF
A Mediation Architecture for Global Comparison Services
Chapter 4
Theresa Lauraeus-Niinivaara, Timo Saarinen, Anne Sunikka, Anssi Öörni
Electronic markets are expected to facilitate consumer information search and product comparison to the extent that consumers are able to accumulate... Sample PDF
The Efficiency of Different Search Patterns in Electronic Market
Chapter 5
Makoto Nakayama, Norma Sutcliffe
This chapter examines how product price, product complexity and product durability influence consumers’ comparison shopping process. Frequently... Sample PDF
Price, Product Complexity, and Durability in Comparison Shopping
Chapter 6
Fahim Akhter, Zakaria Maamar
Online trust is a critical element to the success of electronic commerce (e-commerce). Indeed it reduces the level of uncertainty that arises... Sample PDF
Evaluation of Fuzzy Models to Support Online-Trust Assessment
Chapter 7
Yun Wan, Nan Hu
Comparison-shopping is becoming the mainstream marketing channel for B2C ecommerce. More and more small online vendors are using shopbots to bring... Sample PDF
Comparison-Shopping Channel Selection by Small Online Vendors: An Exploratory Study
Chapter 8
Carla Ruiz Mafé, Silvia Sanz Blas
The aim of this chapter is to analyse antecedents of search engines use as prepurchase information tools. Firstly, there is a literature review of... Sample PDF
Comparison Shopping Behaviour in Online Environments: The Case of Spanish E-Shoppers
Chapter 9
Wen-Jang (Kenny) Jih
Technological advancements in Wireless communication and Internet capabilities are rapidly converging to provide an unprecedented level of... Sample PDF
Service Features, Customer Convenience, and Shopping Intention in the Context of Mobile Commerce
Chapter 10
Calin Gurau
The use of online shopping agents has increased dramatically in the last 10 years, as a result of e-commerce development. Despite the importance of... Sample PDF
How Good is Your Shopping Agent? Users' Perception Regarding Shopping Agents' Service Quality
Chapter 11
Patricia T. Warrington, Adam Hagen, Richard Feinberg
Customer satisfaction/dissatisfaction can occur at/after the store, on the telephone, on the internet, after a catalog purchase. Customer... Sample PDF
Multi-Channel Retailing and Customer Satisfaction
Chapter 12
Changsu Kim, Robert D. Galliers, Kyung Hoon Yang, Jaekyung Kim
This article offers a theoretical analysis of evolutionary processes in WBSS strategies. For that purpose, we propose a research model that shows... Sample PDF
Evolution of Web-Based Shopping Systems: Characteristics and Strategies
Chapter 13
Maria Madlberger
Multichannel retailing can offer a wide range of synergies for retailers when their distribution channels accommodate consumers’ preferences and... Sample PDF
Exogenous and Endogenous Antecedents of Online Shopping in a Multichannel Environment: Evidence from a Catalog Retailer in the German-Speaking World
Chapter 14
C. Ranganathan, Sanjeev Jha
Research on online shopping has taken three broad and divergent approaches viz, human-computer interaction, behavioral, and consumerist approaches... Sample PDF
Examining Online Purchase Intentions in B2C E-Commerce: Testing an Integrated Model
Chapter 15
Songpol Kulviwat, Ramendra Thakur, Chiquan Guo
An exploratory study was conducted to investigate consumer adoption of online purchase using a survey data set. Based upon the theory of innovation... Sample PDF
An Exploratory Study of Consumer Adoption of Online Shopping: Mediating Effect of Online Purchase Intention
Chapter 16
Xiaorui Hu, Yuhong Wu
Trust is a major issue in e-markets. It is an even more prominent issue when online shoppers trade with small, less-established e-vendors. Empirical... Sample PDF
Can Web Seals Work Wonders for Small E-Vendors in the Online Trading Environment? A Theoretical Approach
About the Contributors