The investigation on dimensions of e-satisfaction for online shoes retailing
DC Field | Value | Language |
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dc.contributor.author | Endo, Seiji | - |
dc.contributor.author | Yang, Jun | - |
dc.contributor.author | Park, Jung Kun | - |
dc.date.accessioned | 2022-07-16T16:12:47Z | - |
dc.date.available | 2022-07-16T16:12:47Z | - |
dc.date.created | 2021-05-13 | - |
dc.date.issued | 2012-03 | - |
dc.identifier.issn | 0969-6989 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/166035 | - |
dc.description.abstract | Purpose-Online retailing has become a standard component in companies' multi-channel structure. This trend also involves an increasing number of experience attribute dominated products, which traditionally rely on brick-and-mortar retailers. These manufacturers have started to open their own online retail stores. This study identifies the key determinants of e-satisfaction at different stages of shoes online shopping process.Design/methodology/approach-We collect consumers' reviews about their online shopping experiences from online review websites. We use both qualitative and quantitative approaches to analyze the dataset, and investigate the complete process of consumers' e-tailing experiences.Findings-this research identifies the two key factors driving e-satisfaction of purchasing experience attribute dominated products online: product selection and customer service. In particular, our findings show that product selection is critical for e-satisfaction in the pre-purchase stage, and that customer service is more important in the post-purchase stage. Lastly, the study finds that manufacturers' websites often receive more negative reviews because of their poor service recovery strategies in the post-purchase period.Research limitations/implications-This study emphasizes the importance of adopting a dynamic approach by considering various stages of the consumer's online shopping experience. This study focuses on one specific experience good; the shoe industry.Practical implications-The results of this study are invaluable to firms interested in providing experience attribute dominated products online. Our findings indicate that product selection and especially post-purchase service are critical for a successful e-tailing.Originality/value-This paper emphasizes the importance of taking a dynamic view to investigate consumer's e-tailing experience. We adopt both qualitative and quantitative approaches in our study. | - |
dc.language | 영어 | - |
dc.language.iso | en | - |
dc.publisher | Pergamon Press Ltd. | - |
dc.title | The investigation on dimensions of e-satisfaction for online shoes retailing | - |
dc.type | Article | - |
dc.contributor.affiliatedAuthor | Park, Jung Kun | - |
dc.identifier.doi | 10.1016/j.jretconser.2012.03.011 | - |
dc.identifier.scopusid | 2-s2.0-84861781728 | - |
dc.identifier.bibliographicCitation | Journal of Retailing and Consumer Services, v.19, no.4, pp.398 - 405 | - |
dc.relation.isPartOf | Journal of Retailing and Consumer Services | - |
dc.citation.title | Journal of Retailing and Consumer Services | - |
dc.citation.volume | 19 | - |
dc.citation.number | 4 | - |
dc.citation.startPage | 398 | - |
dc.citation.endPage | 405 | - |
dc.type.rims | ART | - |
dc.type.docType | 정기학술지(Article(Perspective Article포함)) | - |
dc.description.journalClass | 1 | - |
dc.description.isOpenAccess | N | - |
dc.description.journalRegisteredClass | scopus | - |
dc.subject.keywordAuthor | E-tailing | - |
dc.subject.keywordAuthor | EWOM | - |
dc.subject.keywordAuthor | Experience attribute dominated products | - |
dc.subject.keywordAuthor | Satisfaction | - |
dc.identifier.url | https://www.sciencedirect.com/science/article/pii/S0969698912000343 | - |
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