...Graham L. Bradley; Beverley A. Sparks; Karin Weber Purpose – Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and services. Many of these online reviews are critical of service...

... understanding of OBCs, and also puts forth future priorities for OBC research. Findings A conceptual framework is provided that extends our understanding of OBCs and consumer engagement. Four key OBC dimensions (brand orientation, internet‐use, funding and governance) are identified and three antecedents...

...? RQ2. What distinct components under each dimension are unique to online shopping? Consumer behaviour Internet Shopping Electronic commerce Perception Convenience Online shopping Scale development e‐commerce Shopping convenience has been one of the principal motivations...

...), though they also acknowledge that their findings cannot automatically extend to an online setting. For example, among younger consumers, the emergence of the internet is such a moment defining experience that it clearly differentiates them from older generational cohorts, who came of age prior...

... design. © Emerald Group Publishing Limited 2012 Internet Web sites Consumer behaviour Women Electronic commerce Word of mouth eWOM Web site design Emotions Customer satisfaction Word‐of‐mouth (WOM) refers to informal interpersonal communication regarding the evaluation...

..., replication and validation across several samples, contexts, and cultures. Jiun‐Sheng Chris Lin can be contacted at: jlin@management.ntu.edu.tw © Emerald Group Publishing Limited 2012 Taiwan Consumer behaviour Internet Mobile technology Self‐service technologies Technology readiness...

... design Technology belief E‐brokerage Experience Surveys Stocks and shares Internet Consumer behaviour As the internet unfolded and the online business started to emerge, many bricks‐and‐mortar service firms move to having an online presence. While the internet offers significant potential...

... the online auction web site and seller is also explored. Design/methodology/approach An internet survey is conducted on 221 buyers of online auction. Findings Loyalty intention toward an online auction seller positively affects a buyer's loyalty intention toward the online auction web site, whereas...

...Steve Baron; Anthony Patterson; Steve Oakes; Kim Harris; Angus Laing; Terry Newholm; Gill Hogg Purpose The internet driven information revolution is frequently cited as one of the key drivers (re‐)shaping contemporary consumption. In particular, the internet has been seen as disrupting established...

...Jochen Wirtz; May O. Lwin; Jerome D. Williams Purpose Past research on internet privacy has examined various aspects of privacy regulation and consumer privacy concerns. The purpose of this paper is to develop a conceptual model that links anteceding environmental factors with the resulting...

... with an internet‐based medical self‐diagnosis application as the focal technology is conducted. The research hypotheses are tested by using a scenario and questionnaire approach, in which respondents prior to responding read a scenario. Findings To test the hypotheses, structural equation modeling using LISREL...

... size. Jiun‐Sheng Chris Lin can be contacted at: jchrislin@gmail.com An e‐service is the use of electronic networks and associated technologies via the internet to enable, improve, enhance, transform or invent a business process or system to complete tasks, solve problems, conduct...

... on attitudes and online purchase intentions, but also have indirect influences on online purchase intentions through the mediation of attitudes. Design/methodology/approach Data were collected via questionnaires from customers of the leading internet service provider (ISP) in Taiwan. Structural equation...

... with an intuitive and easy‐to‐understand approach that should appeal to practitioners, theorists, as well as university students. As rightfully stated on the flap of this book “The Internet gold rush is over”. It is this adagio that drove Zemke and Connellan to write E‐service: 24 Ways to Keep Your...

... dimensions for online travel agencies: content and purpose, accessibility, navigation, design and presentation, responsiveness, background, and personalization and customization. © Emerald Group Publishing Limited 2004 Electronic commence Internet Servicing Customer satisfaction Securities...

...Toñita Perea y Monsuwé; Benedict G.C. Dellaert; Ko de Ruyter While a large number of consumers in the US and Europe frequently shop on the Internet, research on what drives consumers to shop online has typically been fragmented. This paper therefore proposes a framework to increase researchers...

... that utilizes the construct of relational benefits to explain the link between Internet‐based self‐service technology attributes and customer loyalty and satisfaction. The framework posits that confidence and special treatment benefits mediate the impact of Internet self‐service technology attributes...

...Su‐Jane Chen; Tung‐Zong Chang Since early 1990s, tremendous growth of e‐commerce has transformed the world retail infrastructure rapidly. Although the Internet burst between 2000 and 2002 which slowed down the rage in the financial market, the Internet infrastructure continues to grow and becomes...

... 2003 --> Internet Electronic commerce Self‐service Customer loyalty The advent of Internet and the World Wide Web has enabled an organization to transform many of its services from physical processes to electronic processes, such as e‐tailing, e‐banking, e‐procurement, e‐shopping, etc...

...Jørn Flohr Nielsen Internet banking is now such a well‐established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the resource‐based view of the firm and based on a recent empirical study in the banking industry in Denmark, Finland...