Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Lusophone-African SME internationalization: a case for born global and international joint ventures

This study investigates the internationalization strategies of Lusophone Africa multinational enterprises (MNEs) from Angola and Mozambique, more specifically their entry mode. Information was gathered through a survey of 29 MNEs upper management respondents and subsequent face-to-face semi-structured interviews with 24 of them in their countries. The results suggest that most MNEs opted for equity-based investment strategies, mainly joint venture and mergers and acquisitions (M&A) as their preferred mode of entry when internationalizing. A significant group of them opted for e-commerce/e-business strategies and direct and indirect exports. A smaller portion of the interviewees chose Greenfield investment as a mode of entry. Many of these MNEs could be classified as born global/international new venture (INV). Finally, this study presents a conceptual framework for use in studying the entry mode choice of enterprises from Lusophone Africa frontier markets and presents research propositions for better understanding the determinants of entry mode strategies of enterprise from Angola and Mozambique.https://doi.org/10.1080/15475778.2019.1634406Accepted manuscriptPublished versio

Visualisation of trust and quality information for geospatial dataset selection and use:Drawing trust presentation comparisons with B2C e-Commerce

The evaluation of geospatial data quality and trustworthiness presents a major challenge to geospatial data users when making a dataset selection decision. Part of the problem arises from the inconsistent and patchy nature of data quality information, which makes intercomparison very difficult. Over recent years, the production and availability of geospatial data has significantly increased, facilitated by the recent explosion of Web-based catalogues, portals, standards and services, and by initiatives such as INSPIRE and GEOSS. Despite this significant growth in availability of geospatial data and the fact that geospatial datasets can, in many respects, be considered commercial products that are available for purchase online, consumer trust has to date received relatively little attention in the GIS domain. In this paper, we discuss how concepts of trust, trust models, and trust indicators (largely derived from B2C e-Commerce) apply to the GIS domain and to geospatial data selection and use. Our research aim is to support data users in more efficient and effective geospatial dataset selection on the basis of quality, trustworthiness and fitness for purpose. To achieve this, we propose a GEO label – a decision support mechanism that visually summarises availability of key geospatial data informational aspects. We also present a Web service that was developed to support generation of dynamic GEO label representations for datasets by combining producer metadata (from standard catalogues or other published locations) with structured user feedback

Customer empowerment in tourism through Consumer Centric Marketing (CCM)

We explain Consumer Centric Marketing (CCM) and adopt this new technique to travel context. Benefits and disadvantages of the CCM are outlined together with warnings of typical caveats Value: CCM will be expected as the norm in the travel industry by customers of the future, yet it is only the innovators who gain real tangible benefits from this development. We outline current and future opportunities to truly place your customer at the centre and provide the organisation with some real savings/gains through the use of ICT Practical Implications: We offer tangible examples for travel industry on how to utilise this new technology. The technology is already available and the ICT companies are keen to establish ways how consumers can utilise it, i.e. by providing ‘content’ for these ICT products the travel industry can fully gain from these developments and also enhance consumers’ gains from it. This can result in more satisfied customers for the travel (as well as ICT) companies thus truly adopting the basic philosophy of marketin

DEVELOPING AND VALIDATING A QUALITY ASSESSMENT SCALE FOR WEB PORTALS

The Web portals business model has spread rapidly over the last few years. Despite this, there have been very few scholarly findings about which services and characteristics make a Web site a portal and which dimensions determine the customers’ evaluation of the portal’s quality. Taking the example of financial portals, the authors develop a theoretical framework of the Web portal quality construct by determining the number and nature of corresponding dimensions, which are: security and trust, basic services quality, cross-buying services quality, added values, transaction support and relationship quality. To measure the six portal quality dimensions, multi item measurement scales are developed and validated.Construct Validation, Customer Retention, E-Banking, E- Loyalty, Service Quality, Web Portals

A Framework to Localize International Business to Business Web Sites

The main purpose of this study is to propose and apply an analytical framework to help B2B marketers assess and develop web sites that are localized not only for the B2B marketplace but also for international markets. This study deals with an area that has not received much attention in academic research as previous studies have mainly focused on B2C web sites. The study focuses on B2B web sites and provides a framework to assess web site localization. A content analysis of American and Korean web sites was conducted to analyze the proposed framework. The overall results show that U.S. companies have not accomplished a high degree of localization for B2B markets. The study results indicate that most U.S. companies focus primarily on the translation of web content from English to Korean to create web sites.While it is true that globalization has brought us closer than ever to Mcluhan\u27s (1964) idea of a global village, major differences across countries and regions exist and play a significant role in how consumers react to web site designs and content. Therefore, this framework is vital to business seeking consumers globally. Using this framework should allow businesses to localize their B2B web sites and included key areas that appeal to local consumers.The study concludes by providing marketers insights into factors that can help them better localize their international B2B web sites

A Framework to Localize International Business to Business Web Sites

The main purpose of this study is to propose and apply an analytical framework to help B2B marketers assess and develop web sites that are localized not only for the B2B marketplace but also for international markets. This study deals with an area that has not received much attention in academic research as previous studies have mainly focused on B2C web sites. The study focuses on B2B web sites and provides a framework to assess web site localization. A content analysis of American and Korean web sites was conducted to analyze the proposed framework. The overall results show that U.S. companies have not accomplished a high degree of localization for B2B markets. The study results indicate that most U.S. companies focus primarily on the translation of web content from English to Korean to create web sites.While it is true that globalization has brought us closer than ever to Mcluhan\u27s (1964) idea of a global village, major differences across countries and regions exist and play a significant role in how consumers react to web site designs and content. Therefore, this framework is vital to business seeking consumers globally. Using this framework should allow businesses to localize their B2B web sites and included key areas that appeal to local consumers.The study concludes by providing marketers insights into factors that can help them better localize their international B2B web sites

Work stream on differentiated treatment:Final report

This report analyses practices of differentiated treatment, whereby a platform applies dissimilar conditions to business users in equivalent situations, and explores the extent to which such practices constitute a potential source of “unfairness” in the relationship between platforms and businesses in the online platform economy. A distinction is made between practices of self-favouring, whereby a platform gives preferential treatment to its own vertically integrated activities over those of rivals, and more general practices of differentiated treatment where one or more business users are treated more favourably than one or more others. The report aims to provide guidance on how to assess the impact of differentiated treatment by online platforms from a technical, economic and legal perspective, and identifies areas requiring further scrutiny because of the especially problematic nature of certain practices implemented by platforms. Special scrutiny seems particularly needed for practices of differentiated treatment by vertically integrated platforms that are dominant or whose consumers single-home and have high switching costs. In these circumstances, the relevant harms can outweigh the efficiencies of differentiated treatment. Another area of attention is differentiated treatment that significantly harms business users and for which the platform does not have a legitimate justification. The extent to which legitimate reasons invoked by a platform can justify harm to businesses is a key issue for future consideration. Significant harm to business users may translate into consumer detriment through less choice and diversity of offerings. Specific future prohibitions of certain problematic practices of differentiated treatment to promote diversity, fairness or equality of opportunities for businesses should be coupled with effective monitoring and enforcement mechanisms. Two areas are of particular concern: 1) the observability of differentiated treatment by platforms arising from techniques such as personalisation and localisation; (2) the availability of effective redress for businesses against the restriction, suspension or termination of service by platforms

A two-level Product Recommender for E-commerce Sites by Using Sequential Pattern Analysis

With the development of communication networks and rapid growth of their applications, huge amount of information have been produced. Major part of these information are in electronic stores, and hence it's really hard to find desired products inside huggermugger. Product Recommendation System (PRS) tries to solve this problem by giving appropriate and fast recommendations to the customers. This paper proposes a two-level product recommender for E-commerce sites. At first, the available products are clustered by using C-Means algorithm to create groups of products with similar characteristics. Then, the second level considers the customers’ behavior and their purchase history for drawing the relationships between products by using Sequential Pattern Analysis (SPA) method. These relationships, eventually, will lead to appropriate recommendation for customers and also increases the likelihood of selling related products in electronic transactions. Extensive numerical simulations over UCI transactions 10k dataset indicates that 87% of records in mined sequential patterns are predicted correctly and the accuracy of recommendations is more than other RPSs

Expanding a B2B brand into the B2C market: The case of Mistolin Solutions

The rise and spread of the internet have significantly impacted businesses, encouraging new activities and operations for companies, which can now more easily expand their business in terms of clients and geography. This research focuses on the case of the B2B company Mistolin Solutions, the largest Portuguese distribution network of professional hygiene and cleaning products, which aims to explore the possibility of expanding into the B2C market with the support of its online store. The general research objective is then to analyze the perception of the B2C market towards the online store of the brand. The study adopts a quantitative survey methodology, resorting to the questionnaire technique. A total of 138 valid responses were collected from end consumers. Findings demonstrate that, among the nine addressed independent variables, only perceived benefits and discount proneness significantly and positively influence the general interest of purchasing in the online store of the brand. Additionally, the kitchen, surfaces and pavements, and ecological products categories were found to be the most attractive ones for end consumers. Lastly, end consumers general interest in buying from Mistolin Solutions online store proved to not be significant enough