Heejin Lim, Richard Widdows and Neal H. Hooker
The purpose of this paper is to investigate how e‐grocers develop their e‐fulfillment strategies to satisfy product‐specific customer needs for their grocery shopping on the…
Abstract
Purpose
The purpose of this paper is to investigate how e‐grocers develop their e‐fulfillment strategies to satisfy product‐specific customer needs for their grocery shopping on the internet. Findings from this paper are used to propose sustainable e‐fulfillment strategies for online grocery retailers.
Design/methodology/approach
Based on metrics of product information, customer service and e‐business quality, this paper conducted web content analyses of US grocery retailers in a longitudinal manner.
Findings
The research findings delineate a significant transition of e‐fulfillment strategies among grocery retailers. Evidence is found for the development of service metrics as well as strategic shifts in retail operations.
Originality/value
The use of a longitudinal approach provides insights into sustainable marketing strategies for online retailers to enhance consumers' perceived relative advantage and compatibility, and reduce perceived complexity in online grocery shopping.
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Heejin Lim, Richard Widdows and Jungkun Park
This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services.
Abstract
Purpose
This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services.
Design/methodology/approach
A research model was designed to identify multi‐dimensions of mobile service quality and perceived value, and investigate their influences on satisfaction and loyalty. Structural equation modeling was employed to test hypotheses.
Findings
Statistical analysis identified five distinct dimensions of mobile service quality, and their direct and indirect effects on economic value, emotional value on loyalty intention through satisfaction. Two dimensions of perceived value (i.e. economic value, emotional value) had significant influences on customer satisfaction, and then, on loyalty intention. Also, the results show interrelationship between economic and emotional value.
Originality/value
In particular, each dimension of mobile service quality appeared to have different effects on perceived economic value, emotional value, and the level of satisfaction. Accordingly, mobile service managers are recommended to develop strategic promotion efforts based on targeted consumers' needs and marketing goals.
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Lynn Goetzinger, Jung Kun Park and Richard Widdows
To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a…
Abstract
Purpose
To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site.
Design/methodology/approach
Based on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis.
Findings
The speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment.
Research limitations/implications
Text analyzer has certain software limitations that should be considered. While searching for word patterns, it is possible for the software to use one of several clustering methods, which may be open to subjective interpretation to some extent. The quantitative portion of the study was also limited by the four attribute categories that were used by the online third party web site.
Practical implications
The results provide very practical information and impartial advice for online retailers to improve their service by managing reputation in third party consumer evaluations.
Originality/value
Provides an initial step towards understanding the nature of online store third party complimenting and complaining behaviour.
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Yun Jung Lee and Alan J. Dubinsky
The purpose of this paper is to develop a desire to interact with a salesperson scale and to explore possible tools for replacing salespeople on e-commerce websites.
Abstract
Purpose
The purpose of this paper is to develop a desire to interact with a salesperson scale and to explore possible tools for replacing salespeople on e-commerce websites.
Design/methodology/approach
For the exploratory phase of this paper, Study 1 used in-depth consumer interviews. Quantitative surveys were conducted for Studies 2 and 3.
Findings
A two-dimensional (instrumental and autotelic) eight-item scale for desire to interact with a salesperson was developed. The results of Study 3 suggested that e-tailers can increase customer satisfaction by implementing effective customer-based information (e.g. customer reviews) and e-contact features (e.g. live chatting with a salesperson).
Research limitations/implications
Although the current study validated the scale, a future study should further validate this scale in different contexts.
Originality/value
The present research was the first attempt to develop a desire to interact with a salesperson scale. This new scale now makes it possible to acknowledge differences in a desire to interact with a salesperson across demographics, product types, shopping purposes, etc., which should improve customer experience management.
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Richard A. Feinberg and Mary Ann Eastlick
Direct marketing should be a more dominant form of retailing in the USA. However, it is not because so much friction occurs for consumers throughout the direct marketing channel…
Abstract
Direct marketing should be a more dominant form of retailing in the USA. However, it is not because so much friction occurs for consumers throughout the direct marketing channel that consumers view direct purchase as a last resort rather than the preferred method. Summarizes the three mistakes of direct marketing and outlines its six amazing opportunities. The opportunities and future of direct marketing are sharply etched by the correspondence of emerging consumer and technology trends with strengths of the direct marketing process and paradigm.
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If law's foundational promise lies in the belief that it promotes the social good, then we need to reassess the limits of that promise. Exploring the often problematic translation…
Abstract
If law's foundational promise lies in the belief that it promotes the social good, then we need to reassess the limits of that promise. Exploring the often problematic translation of legal goods into social ones, the central claim is that the legal discipline has been limited by a “legal imperative” that manifests itself in an excessive focus upon law as a social tool and attitude of complacency in the face of law's limits. Seeking to displace this approach, the author argues for an attitudinal shift that expresses honesty about limits, greater social inquisitiveness and care about law's promise.
That ice‐creams prepared with dirty materials and under dirty conditions will themselves be dirty is a proposition which, to the merely ordinary mind, appears to be sufficiently…
Abstract
That ice‐creams prepared with dirty materials and under dirty conditions will themselves be dirty is a proposition which, to the merely ordinary mind, appears to be sufficiently obvious without the institution of a series of elaborate and highly “scientific” experiments to attempt to prove it. But, to the mind of the bacteriological medicine‐man, it is by microbic culture alone that anything that is dirty can be scientifically proved to be so. Not long ago, it having been observed that the itinerant vendor of ice‐creams was in the habit of rinsing his glasses, and, some say, of washing himself—although this is doubtful—in a pail of water attached to his barrow, samples of the liquor contained by such pails were duly obtained, and were solemnly submitted to a well‐known bacteriologist for bacteriological examination. After the interval necessary for the carrying out of the bacterial rites required, the eminent expert's report was published, and it may be admitted that after a cautious study of the same the conclusion seems justifiable that the pail waters were dirty, although it may well be doubted that an allegation to this effect, based on the report, would have stood the test of cross‐examination. It is true that our old and valued friend the Bacillus coli communis was reported as present, but his reputation as an awful example and as a producer of evil has been so much damaged that no one but a dangerous bacteriologist would think of hanging a dog—or even an ice‐cream vendor—on the evidence afforded by his presence. A further illustration of bacteriological trop de zèle is afforded by the recent prosecutions of some vendors of ice‐cream, whose commodities were reported to contain “millions of microbes,” including, of course, the in‐evitable and ubiquitous Bacillus coli very “communis.” To institute a prosecution under the Sale of Food and Drugs Act upon the evidence yielded by a bacteriological examination of ice‐cream is a proceeding which is foredoomed, and rightly foredoomed, to failure. The only conceivable ground upon which such a prosecution could be undertaken is the allegation that the “millions of microbes ” make the ice‐cream injurious to health. Inas‐much as not one of these millions can be proved beyond the possibility of doubt to be injurious, in the present state of knowledge; and as millions of microbes exist in everything everywhere, the breakdown of such a case must be a foregone conclusion. Moreover, a glance at the Act will show that, under existing circumstances at any rate, samples cannot be submitted to public analysts for bacteriological examination—with which, in fact, the Act has nothing to do—even if such examinations yielded results upon which it would be possible to found action. In order to prevent the sale of foul and unwholesome or actual disease‐creating ice‐cream, the proper course is to control the premises where such articles are prepared; while, at the same time, the sale of such materials should also be checked by the methods employed under the Public Health Act in dealing with decomposed and polluted articles of food. In this, no doubt, the aid of the public analyst may sometimes be sought as one of the scientific advisers of the authority taking action, but not officially in his capacity as public analyst under the Adulteration Act. And in those cases in which such advice is sought it may be hoped that it will be based, as indeed it can be based, upon something more practical, tangible and certain than the nebulous results of a bacteriological test.
Richard A. Feinberg, Leigh Hokama, Rajesh Kadam and IkSuk Kim
Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a…
Abstract
Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a source of service recovery, added value, market intelligence, and strategic advantage. Despite their ubiquity, there are no studies outlining the determinants of caller satisfaction in the banking call center. This study uses data available from the Purdue University Call Center Benchmark database to determine the critical relationships between call center metrics and caller satisfaction. None of the key factors found to be determinant of customer satisfaction in call centers in other industry groups was found to be significant in bank call centers. This raises questions about how call centers are managed and serves to highlight the very low customer satisfaction that customers have with their banking call center experience.