Assessing customers' perceived value of the online channel of multichannel retailers: A two country examination

被引：105

作者：

Carlson, Jamie ^{[1
]}

O'Cass, Aron

Ahrholdt, Dennis

机构：

[1] Univ Newcastle, Newcastle Business Sch, Level 3,Univ House,Corner King & Auckland St, Newcastle, NSW 2300, Australia

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2015年 / 27卷

关键词：

Customer perceived value; Online channel; Multi-channel retail; Satisfaction; Loyalty; Multi-country research; VALUE CREATION; SERVICE QUALITY; PURCHASE INTENTIONS; HIGHER-ORDER; E-COMMERCE; CONSUMER; SATISFACTION; UTILITARIAN; INTERNET; MODEL;

D O I：

10.1016/j.jretconser.2015.07.008

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Given the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailer's requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty. (C) 2015 Elsevier Ltd. All rights reserved

引用

页码：90 / 102

页数：13

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