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Do microblog postings influence consumer perceptions of retailers' e-servicescapes? Gina A. Tran, (Department of Marketing and ogistics, !niversit" of #ort$ Te%as, Denton, Te%as, !&A', David &trutton, (Department of Marketing and ogistics, !niversit" of #ort$ Te%as, Denton, Te%as, !&A', David G. Ta"lor, (Department of Marketing and &port Management, &acred (eart !niversit", )airfield, *onnecticut, !&A' Gina A. Tran, David &trutton, David G. Ta"lor, (+,-+' .Do microblog postings influence consumer perceptions of retailers' e-servicescapes?., Management /esearc$ /evie0, 1ol. 23 4ss5 6, pp.7-7 - 728 9logs, *onsumer be$aviour, e-servicescape, e-:;M, Microblog, /etail patronage, Trust, Trust in 0eb site, :eb sites /esearc$ paper -,.--,7<,-=,6->-+--+38+-> (?ermanent !/ ' @merald Group ?ublis$ing imited Purpose A *onsumers are increasingl" connected to eac$ ot$er t$roug$ electronic devices. *onseBuentl", t$e potential for online retailer ($ereafter, e-tailer' initiated communications delivered t$roug$ electronic media to inspire viral-like e-:;M processes among consumers is also e%panding. Microblog postings and e-mails ma" impact consumers' perceptions of retail 0eb sites (e-servicescape'. T$ese perceptions ma" trigger ot$er outcomes (i.e. greater trust, patronage, or e-:;M' t$at redound to e-tailers' interests. T$e first purpose of t$is paper is to e%pand online e-tailers' (e-tailers'' understanding of $o0 and 0$et$er microblog postings affect consumers' e-servicescape perceptions. T$e second purpose is to investigate $o0 and 0$et$er e-servicescape perceptions influence consumers' trust in e-tailers' 0eb sites, patronage of e-tailers, and propensit" to engage in e-:;M about e-tailers' messages. Design/methodology/approach A 9" integrating t$e e-servicescape construct 0it$ t$e #et0ork *oproduction Model of :;M t$eor", a model is developed. T$is model e%amines $o0 ecommunication efforts affect consumers' perceptions of e-servicescape, trust, e-tail patronage and e-:;M. @ac$ relations$ip is investigated t$roug$ a consumer surve". Findings A )indings suggest5 microblog postings ma" $ave a negative impact on consumers' e-servicescape perceptionsC retail 0eb site's usabilit", financial securit", customiDation, and entertainment value positivel" affect consumers' trustC and consumers' trust positivel" impacts retail patronage and e-:;M intentions. Practical implications A ?rescriptive insig$ts for managing microblogging in 0a"s t$at more favorabl" influence consumers' perceptions of e-tailers' e-servicescapes A and subseBuentl" consumer trust in, patronage of, and e-:;M about t$e retailer and its 0eb site A are developed. Originality/value A T$e paper is t$e first to integrate 0ord-of-mout$ t$eor" 0it$ e-servicescape to test a model e%amining $o0 microblog postings affect e-servicescape perceptions, consumer trust, consumer retail patronage, and e-:;M intentions.

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When Reputation Engenders Trust: An Empirical Investigation in Business toConsumerElectronic Commerce


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DOI: 10.1080/1019678032000092246 Sabine Einwiller Project ana!er an" #ecturer $or %or&orate %o''unication a

pages 196-209

Abstract
Consumers' enhanced risk perception is an important challenge to bemet in electronic commerce. The research presented here casts new light onthe concept of trust which is a !ital mechanism when it comes to reduce percei!edrisk. Trust is conceptuali"ed as a multidimensional concept comprisedof a person's trusting attitudes toward the !endor the s#stem and theself as well as his or her trusting intention to bu# from a !endor on the$nternet. %ased upon an online sur!e# among &'( )erman $nternet users theinterrelationships between the dimensions of trust and the influential roleof a !endor's as well as the s#stem's reputation to engender trustis anal#sed. *esults show that a person's trusting intention is moststrongl# influenced b# a person's trusting attitude toward the !endor.The role of reputation to enhance trust is particularl# pronounced if theconsumer's e+perience with a particular !endor or the $nternet as a shoppingen!ironment in general are low. $mplications of the research findings arediscussed.

Journal of Marketing Management


Volume 23 Issue !"# 2$$%

Consumer savv&: conceptualisation and measurement


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DOI: 10.1362/02672(707)212793 E''a *. ac"onal" + ar, -. .ncle/

pages &9'-,1'
0er/ion o$ recor" $ir/t &ubli/1e"2 01 3eb 2010 Article Views: 46 4lert 'e

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Abstract
The notion of sa!!# consumers increasingl# appears in the e-marketing and e-management literatures usuall# in discussions about the importance of consumer-centricit#. - s#nthesis of the literature identifies si+ broad characteristics of these sa!!# consumers. the# are enabled b# competencies in relation to technological sophistication interpersonal networking online networking and marketing/ad!ertising literac# and the# are empowered b# consumer selfefficac# and b# their e+pectations of firms. This understanding of consumers is formalised b# de!eloping a 0-112 scale. 0tandard scale de!elopment procedures are applied using a sample from an online panel of consumers. -s part of the process of !alidating the new scale comparisons are made with related established scales 3 focusing on measures of consumer ad!antage 4persuasion knowledge and market ma!ens5 and consumer disad!antage 4confusion arising from o!er-choice and !ulnerabilit# at the shopping interface5. 6ur findings show the !alue of formal empiricall#-grounded measures of consumer sa!!# something that has been absent from man# pre!ious commentaries on the characteristics of sa!!# new consumers.

)actors of adoption of online auction5 a *$ina stud"


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Curtin University of Technology , Australia, Perth, A #outhern Cross University, Australia Curtin University of Technology , Australia

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Authors Mohammed : Quaddus

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adoption<diffusion c$ina internet on-line auction partial least sBuare structural eBuation modeling

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Abstract Authors References Cited By Index Terms Publication Reviews Comments Table of Contents

There has 'een tremendous gro6th of on1line auction activities over the last several years7 %o6ever, 6hat ma8es consumers ado9t and use on1line auction has not 'een researched dee9ly7 This 9a9er aims to fill this ga97 Based on extensive literature revie6 on academic and commercial 9a9ers:re9orts:6e'sites, 6e develo9 a com9rehensive on1line ado9tion model along the frame6or8 of Theory of Planned Behaviour ;TPB< and )nnovation =iffusion Theory7 The model is em9irically tested 'y using Partial >east #&uare ;P>#< 'ased structural e&uation modeling a99roach7 The 9rimary data 6as collected via &uestionnaire survey in China7 The results indicate that su'?ect norm, trust and 'ehavioural control have significant im9act on the 'uying intention via on1line auction 'ut 9ersonal innovativeness and attitude don+t7 )m9lications of the results are discussed7

The percei!ed use"ulness o" blog postings: An e#tension o" the e#pectancy$discon"ir%ation paradig%
Anita Je$rera, Ko$n *. *rottsb,
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1incent ?. Magninic,
a

Tourism 9usiness &tudies, Management *enter 4nnsbruck (M*4', :ei$erburggasse 7, 8,+, 4nnsbruck, Austria Department of (ospitalit" L Tourism Management, &c$ool of 9usiness L @conomics, *ollege of *$arleston, *$arleston,

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(ospitalit" Management, ?amplin *ollege of 9usiness, 1irginia Tec$, 9lacksburg, 1A +=,8-, !&A

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@un(a Keong , &oo*$eong (&$a0n' Kang &estaurant e#periences triggering positi!e electronic word$o"$%outh (e'O() %oti!ations

4nternational Kournal of (ospitalit" Management, 1olume 2,, 4ssue +, Kune +,--, ?ages 238A288 ;riginal /esearc$ Article

Abstract
T$is stud" empiricall" e%amined 0$ic$ restaurant e%periences trigger customers to engage in positive electronic 0ord-of-mout$ (e:;M', 0$ere t$e Bualit" of restaurant service (food Bualit", service Bualit", atmosp$ere, and price fairness' is t$e antecedent of e:;M communication. T$e results of t$is stud" suggest t$at (-' restaurantsN food Bualit" positivel" influences customers to spread positive e:;M, motivated b" t$eir desire to $elp t$e restaurantC (+' satisfactor" restaurant e%periences 0it$ service emplo"ees triggered positive e:;M, motivated b" t$e need to $elp t$e restaurant or to e%press positive feelingsC (2' a superior atmosp$ere in restaurants elicited positive e:;M motivated b" a concern for ot$ersC and (=' price fairness in restaurants did not drive restaurant customers to0ard e:;M. Additionall", t$is stud" investigated sources of positive e:;M and t"pes of e:;M media used among opinion leaders in t$e restaurant industr" to en$ance t$e practical implications of t$e stud" regarding online marketing. 9ecause of t$e smallnumber of opinion leaders in t$e stud" sample, specif"ing 0$o t$e opinion leaders 0ere (t$e source of e:;M' and t$e t"pe of e:;M media t$e opinion leaders used $ad no effect. )urt$er discussion and implications are provided in t$e te%t.

Total Quality Management & Business Excellence


Volume 23 Issue %"' 2$(2 )pecial Issue: e")ervices * +ualit& )atis,action Behaviors and -o&alt&

E.ploring ho/ relationship 0ualit& in,luences positive eW12: the importance o, customer commitment
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DOI: 10.1080/14783363.2012.661137 8en9%1in 5/aoa: + in!95/an! ;/ie1b

pages 721-7(,
0er/ion o$ recor" $ir/t &ubli/1e"2 08 Article Views: 33 4rticle u/a!e /tati/tic/ co'bine cu'ulative total P-3 "ownloa"/ an" $ull9te<t ;5 # view/ $ro' &ublication "ate =but no earlier t1an 2( >un 2011? launc1 "ate o$ t1i/ web/ite@ to 17 Se& 2012. 4rticle view/ are only counte" $ro' t1i/ /ite. 4lt1ou!1 t1e/e "ata are u&"ate" every 24 1our/? t1ere 'ay be a 4891our "elay be$ore t1e 'o/t recent nu'ber/ are available. 4lert 'e

ay 2012

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Abstract
This stud# mainl# e+plores how relationship 8ualit# that a compan# has actuall# culti!ated in the ph#sical marketplace affects electronic word-of-mouth 4e96:5 communication. - structural e8uation model 40;:5 is de!eloped to test the casual effects between those contracts. The 0obel test is also applied to in!estigate the mediating effect between relationship 8ualit# and e96: communication. The empirical results show that 415 customer satisfaction significantl# and positi!el# affects customer trust and customer commitment< 425 customer trust has a significant and positi!e impact on customer commitment< 4(5 customer trust e+erts a partial mediating effect between customer satisfaction and customer commitment while customer commitment pla#s the role of a full mediating !ariable in our re!ised model< and 4&5 satisfaction and trust of customers in compan# products do not promote their intention for positi!e e96: communication< customers are onl# willing to spread e96: when their satisfaction or trust is con!erted into commitment to the compan#. The managerial implications for online marketing managers and limitations are discussed.

Please use this identifier to cite or link to this item:

http://bura.brunel.ac.uk/handle/2438/412

=ull metadata record DC Field dc.contributor.advisor %one, @# dc.contributor.author *l #aid, AB dc.date.accessioned 4,,C12214.T24:2-:DE$ dc.date.available 4,,C12214.T24:2-:DE$ dc.date.issued 4,,C dc.identifier.uri htt9:::'ura7'runel7ac7u8:handle:4D0E:D24 Value Language 1 1 1 1 1 1

dc.description.abstract The u'i&uitous nature of e1commerce demands an en innovative conce9tualiFation of consumer 'ehaviour that res9onds to various cultural 9references7 Culture has 'een identified as an underlying determinant of consumer 'ehaviour, and this extends to ecommerce7 This research investigates this 9henomenon for the *gy9tian consumer7 This research designed a 9lausi'le, integrated frame6or8 for investigating the target 9henomenon, es9ecially for un1ex9lored cultures7 To hel9 to identify salient com9onents of the 9henomenon, a three1study ex9loratory 9hase, that included: intervie6s, a survey, and card sorting sessions, 6as underta8en7 The ex9loratory results highlighted the roles of trust, uncertainty avoidance, )nternet store familiarity, and re9utation as the main salient factors affecting the 9erce9tion of the targeted grou9 to6ard e1commerce7 The research hy9otheses 6ere then develo9ed 'ased on the ex9loratory results7 Finally, a model testing 9hase to em9irically assess the research hy9otheses through a la'oratory ex9eriential survey 6ith 0., *gy9tian )nternet users 6as underta8en7 The ex9eriential survey results su99ort the significant role of the )nternet storeGs 9erceived familiarity and re9utation as the main antecedents of online trust7 The relationshi9 'et6een trust and its t6o antecedents are found to 'e

culturally sensitiveH the high uncertainty avoidance of the consumer is found to 'e associated 6ith a stronger effect of the storeGs re9utation on trust, and a stronger effect of storeGs familiarity on trust7 The research also highlights the significant effect of trust on the attitude to6ards and the 6illingness to 'uy from an e1commerce site7 This research, 'y 9roviding an understanding of the cultural drivers of e1 commerce, contri'utes to 'uilding a theory of consumerGs cultural trust 6ithin an )nternet store context7 The research re9orts on the develo9ment of an integrated cultural trust model that highlights recommendations for ex9anding the ado9tion of e1 commerce7 The systematic research frame6or8, introduced 'y this research, can 'e a ro'ust starting 9oint for further related 6or8 in this area7 dc.format.extent 0/2E0., 'ytes dc.format.mimetype a99lication:9df dc.language.iso en dc.publisher Brunel University #chool of )nformation #ystems, Com9uting and Mathematics Ph= Theses dc.relation.ispartof #chool of )nformation #ystems, Com9uting and Mathematics dc.sub ect.other %umanities dc.sub ect.other Psychology and #ocial #ciences dc.sub ect.other Aeneral Management dc.sub ect.other Administration dc.sub ect.other Business #tudies dc.sub ect.other Psychology dc.sub ect.other )nternational Commerce dc.sub ect.other )nternational Mar8eting dc.sub ect.other )nternational Trade dc.title Cultural effect on electronic consumer 'ehaviour 1 1 1 en

en en en en en en en en en en

dc.title.alternative Cultural effect on electronic consumer 'ehaviour: the en effect of uncertainty avoidance on online trust for the

*gy9tian )nternet users dc.type Thesis !ppears in Collections: )nformation #ystems and Com9uting #chool of )nformation #ystems, Com9uting and Mathematics Theses 1

Custo%er acceptance o" IPT) ser!ice *uality



Oorea

("eong Eu Kanga, Mi Kin #o$


a

b,

&c$ool of 9usiness Administration, G"eongsang #ational !niversit", 8,, GaMa Dong, KinMu 88,->,-, &out$ Oorea &c$ool of 9usiness Administration, O"ungpook #ational !niversit", -2>, &ank"kdong, 9ookgu, Daegu >,+->,-, &out$

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Abstract
T$e purpose of t$is article is to provide insig$ts into t$e effects of 4nternet ?rotocol Television (4?T1' service Bualit" and reveal mediation effects in t$e process of forming t$e repurc$ase intention. T$is stud" incorporates additional t$eoretical construct, perceived enMo"ment, to reflect 4?T1 c$aracteristics using e%tended tec$nolog" acceptance

model (TAM'. T$is stud" empiricall" investigated a researc$ model

and conducted a surve" of 4?T1 service users. T$e results of t$is stud" are as follo0s. )irst, 4?T1 service Bualit" is summariDed as design, securit", and customer service, 0$ic$ is supported b" second-order factor anal"sis. &ervice Bualit" $ad an

influence on perceived usefulness, perceived ease of use, and

perceived enMo"ment. &econd, perceived ease of use $ad a significant effect on perceived enMo"ment, and perceived usefulness also $ad an effect on repurc$ase intention. T$ird, attitude, trust, and satisfaction $ad a positive effect on repurc$ase intention. To reveal t$e impact on repurc$ase intention of t$e 4?T1 service Bualit", t$is stud" proposes customer acceptance on 4?T1 service based on a modified TAM.

(ig$lig$ts
P T$e results of t$is stud" are as follo0s. )irst, 4?T1 service Bualit" is summariDed as design, securit", and customer service, 0$ic$ is supported b" second-order factor anal"sis. &ervice Bualit" $ad an influence on perceived usefulness, perceived ease of use, and perceived enMo"ment. &econd, perceived ease of use $ad a significant effect on perceived enMo"ment, and perceived usefulness also $ad an effect on repurc$ase intention. T$ird, attitude, trust, and satisfaction $ad a positive effect on repurc$ase intention. To reveal t$e impact on repurc$ase intention of t$e 4?T1 service Bualit", t$is stud" proposes customer acceptance on 4?T1 service based on modified tec$nolog" acceptance model (TAM'.

Abstract
Toda" millions of consumers connect 0it$ one anot$er on travel blogs as bot$ contributors and users. *ontributors s$are detailed narratives of t$eir recent e%perience 0it$ specific $otels<resorts leading to recommendations, 0$ile users acBuire information from t$em to base t$eir purc$ase decisions on. (otel managers carefull" monitor 0$at previous guests sa" in t$e evaluations assuming t$at negative evaluations 0ill deter future customers. )ramed in t$e e%pectanc"-disconfirmation paradigm, t$is stud" focused on clarif"ing t$e impact consumers 0$o post on travel blogs $ave on blog users b" anal"Ding user reactions to -2= travel matc$ed blog recommendations. )indings demonstrate t$at as e%pected a $ig$er percentage of blog users find multiple evaluations t$at are congruent 0it$ one anot$er (bot$ negative and positive' $elpful, and t$at negative postings 0ere not necessaril" bad if follo0ed b" a positive counter reaction. )urt$ermore, t$e paper addresses t$e issue of deception attempting to

determine if it e%ists and 0$at effect it $as on t$e 0eb +., medium. 4mplications for managers and researc$ers are discussed.

3nderstanding customers4 repeat purchase intentions in B2C e"commerce: the roles o, utilitarian value hedonic value and perceived ris5
1. %1ao9 in %1iu1? 2. Eric 5. A. 8an!2? 3. Bu9;ui 3an!3? 4. ;/in9Bi ;uan!4

-rticle first published online. 1, >?@ 2012 A6$. 10.1111/B.1(6,-2,',.2012.00&0'.+ C 2012 %lackwell Dublishing @td

Abstract
Customer lo#alt# or repeat purchasing is critical for the sur!i!al and success of an# store. %# focusing on online stores this stud# in!estigates the repeat purchase intention of e+perienced online bu#ers based on means-end chain theor# and prospect theor#. $n the research model both utilitarian !alue and hedonic !alue are h#pothesised to affect repeat purchase intention positi!el#. Dercei!ed risk is h#pothesised to affect repeat purchase intention negati!el# and moderate the effects of utilitarian and hedonic !alues on repeat purchase intention. ?tilitarian !alue is proposed as a formati!e second-order construct formed b# product offerings product information monetar# sa!ings and con!enience. Eedonic !alue is also proposed as a formati!e second-order construct formed b# the si+ hedonic benefits that ha!e been identified in prior research. Aata collected from '72 2ahooFGimo customers pro!ide strong support for the research model. The results indicate that both the utilitarian !alue and hedonic !alue are positi!el# associated with bu#ers' repeat purchase intention. - higher le!el of percei!ed risk reduces the effect of utilitarian !alue and increases the effect of hedonic !alue on repeat purchase intention. $mplications for theor# and practice and suggestions for future research are pro!ided.

4nternational Kournal of @lectronic *ommerce Issue: 1olume -=, #umber = < &ummer +,-, Pages: -+> - -8, +&,:

#in,in! 6&tion/

DOI: -,.+>32<K@*-,78-==-3-=,=,3 -""ect o" &eco!ery -""orts on Consu%er Trust and ,oyalty in -$Tail: A Contingency (odel

Cristiane Di""utti -1 and Aaniel =ernandes -2


-1 -2

?ni!ersidade =ederal do *io )rande do 0ul %ra"il *otterdam 0chool of :anagement ;rasmus ?ni!ersit#

Abstract: Customer complaints are endemic in e-tail. Eow the# are handled b# the seller is !ital to its reco!er# from the problem and its continuing success. $n!estigation of the moderating roles of the contingenc# !ariables of familiarit# 8ualit# of prior e+periences and failure t#pes e+tends the theoretical framework of retailer reco!er# efforts to the on-line purchasing en!ironment. %ased on sur!e# data from ( 206 on-line consumers the stud# makes se!eral significant findings. 415 the interactional aspects of an e-tailer's reco!er# efforts impro!e consumer perceptions of the reco!er# process< 425 reco!er# efforts are essential for building and maintaining long-lasting relationships with customers but do not affect their o!erall !iew of e-commerce< 4(5 a histor# of positi!e ecommerce e+perience will diminish the negati!e impact on consumer trust of a new purchasing e+perience with unsatisfactor# complaint handling< 4&5 familiarit# has a positi!e effect on the relationship between trust and lo#alt# and diminishes the effect on trust of dis/satisfaction with complaint handling< and 4,5 conditional to the t#pe of failure dimensions of percei!ed fairness ha!e !ariable impacts on consumer satisfaction with complaint handling.

Services Marketing Quarterly


Volume 26 Issue 3 2$$'

3nderstanding )atis,ied and A,,ectivel& Committed Clients4 -ac5 o, Re,erral Intent


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DOI: 10.1080/1(33296080212(932 -avi" >. ;a!enbuc1a:? ic1ael -. 8ie/eb? >enni$er >. -o/ea + ic1ael #. Bruceb

pages 2&-'&
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AB)TRACT

0atisfied and affecti!el# committed clients are likel# to refer their ser!ice pro!iders to other consumers. 0ome de!oted clients howe!er seldom or ne!er offer word-of-mouth 496:5 recommendations. ?sing the theor# of planned beha!ior 4TD%5 and structural e8uation modeling we found that negati!e attitudes toward gi!ing referrals and perceptions of limited control o!er referral-gi!ing were associated with reduced referral intentions for satisfied and affecti!el# committed clients. The theoretical implications are that a firm's abilit# to manage 96: depends not Bust upon clients' attitude toward the firm but also on their beliefs about gi!ing referrals and their percei!ed abilit# to offer effecti!e 96:.
4nternational Kournal of @lectronic *ommerce Issue: 1olume -=, #umber = < &ummer +,-, Pages: 86 - -,+ +&,:

#in,in! 6&tion/

DOI: -,.+>32<K@*-,78-==-3-=,=,2

Can (ar et Knowledge "ro% Inter%ediaries Increase .ellers/ Per"or%ance in On$,ine (ar etplaces0

>oor#ang @ee -1 >ai-2eol 0on -2 Gil-0oo 0uh -2


-1 -2

0cience and Technolog# Dolic# $nstitute 40T;D$5 0eoul Gorea 2onsei ?ni!ersit# 0eoul Gorea

Abstract: The success of on-line marketplaces hinges on their abilit# to attract and retain sellers as well as bu#ers. The e+tant literature focuses on understanding the beha!ior of bu#ers howe!er and few studies ha!e tackled issues central to the performance of sellers. -s a first step to fill this gap this stud# s#stematicall# e+amines the effect of market knowledge from intermediaries on the performance of sellers in on-line marketplaces. 0pecificall# using a knowledge-based !iew of the firm as a theoretical lens a research model is de!eloped that highlights a causal link from the 8ualit# of market knowledge pro!ided b# an intermediar# to sellers' market knowledge utili"ation and performance in an on-line marketplace. 0trong empirical support for the research model is pro!ided b# data from 2(, actual sellers in an on-line marketplace. The 8ualit# of market knowledge 4i.e. its rele!ance complementarit# and currenc#5 is found to e+ert a positi!e effect on sellers' utili"ation of market knowledge which in turn impro!es the sellers' performance. These findings moti!ate sellers to enhance their performance b# utili"ing market knowledge from intermediaries and offer useful guidelines for intermediaries to pro!ide access to high-8ualit# market knowledge for sellers in their marketplaces.
The deter%inants o" custo%er loyalty in (alaysian %obile teleco%%unication ser!ices: a structural analysis
Kournal 4nternational Kournal of &ervices, @conomics and Management 4nderscience ?ublis$ers ->32-,7++ (?rint' ->32-,72, (;nline' @conomics, ;perational Management, Marketing and &ervices, ?olic" and ;rganisational Management and ?ublic ?olic" and ?ublic &ervices 1olume =, #umber 2<+,-+ +,6-+23 -,.-3,=<4K&@M.+,-+.,=78+, Add to marked items ?rices<Add to &$opping *art Add to saved items /ecommend t$is article

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&ubMect Group ;nline Date

@conomics and )inance T$ursda", August +2, +,-+

?D) (2+3.7 O9' (TM Aut$ors aiAEing eong-, TeckA&oon (e0+, OengA9oon ;oi2, 9ins$an in=
+

)acult" of 9usiness and )inance, !niversiti Tunku Abdul /a$man, Oampar, Mala"sia. )acult" of 4nformation Tec$nolog" and Multimedia *ommunications, ;pen !niversit" Mala"sia. 2 *$anceller" Division, inton !niversit" *ollege, Mantin, Mala"sia. = Department of Management and Marketing, ouisiana &tate !niversit" in &$reveport, &$reveport, A >---3, !&A Abstract T$e aim of t$is stud" is to empiricall" e%amine t$e determinants of customer lo"alt" (* ' in mobile telecommunication services (MT&' from t$e Mala"sian perspective. &ervice Bualit" (&Q', perceived value (?1', trust and $abit 0ere e%amined as t$e determinants of customer lo"alt". T$e currentl" une%plored causal relations$ips bet0een t$ese determinants 0ere also e%amined. !nlike most of t$e past studies 0$ic$ focused on t$e determinants of * , t$is stud" is one of t$e first to e%amine not onl" t$e determinants but t$e causal relations$ips bet0een t$em. A total of +2, samples 0ere gat$ered in a crossAsectional surve" and anal"sed using structural eBuation modelling. T$e findings revealed positive significant influences of trust and $abit on * but not for &Q and ?1. T$ese findings contribute significantl" in filling up t$e kno0ledge gap regarding t$e determinants of * in MT&. T$e implications from t$is stud" ma" assist MT& providers, operators, managers and manufacturers in t$eir decision making processes as 0ell as e%panding and en$ancing t$eir profitabilit", products and services. Oe"0ords customer lo"alt", mobile telecommunication services, MT&, service Bualit", trust, perceived value, $abit, Mala"sia, mobile communications, structural eBuation modelling

Journal of Marketing Management


Volume 23 Issue %"' 2$$%

Consumer con,usion proneness: scale development validation and application


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DOI: 10.1362/02672(707)230009 Aian$ranco 8al/1? 51or/ten ;enni!951urau + 0incent98ayne itc1ell

pages 69'-'21
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Abstract
9ith e!er increasing amounts of marketplace information confusion is becoming a problem for consumers and marketers #et the topic remains under researched. This paper e+plores the dimensions of consumers' general tendenc# to become confused and its rele!ance for marketing practitioners. - three component conceptual model of confusion is de!eloped operationalised and !alidated using a sample of 26& consumers. ?sing structural e8uation modelling the results support the three dimensions of similarit# o!erload and ambiguit# which ha!e a significant impact on decision postponement and lo#alt# beha!iour. $mplications for marketing management and theor# are discussed.