Channels, consumers and communication: online and offline communication in service consumption

This paper reports on a study that investigated consumer use of e-services in a multichannel context. To develop a deeper understanding of what makes consumers decide to use the online channel, and contrary to most HCI studies on the use of e-services that focus on the use of the online channel in relative isolation, this study examined consumer channel-choice beyond the instances of internet use. The consumption behaviour of its participants was investigated across channels in an in-depth qualitative study. The analysis of the elicited rich data focused specifically on the investigation of voluntary consumer movements between online and offline channels during the course of a consumption process. The results indicate that participants often use multiple channels in parallel and frequently switch between channels. Literature from marketing and consumer research was used as the perspective to explore the rationale for the complex and dynamic reported consumer behaviour

Linking consumer trust perception in constructing an e-commerce trust model

Trust issues is still considered as a main obstacle in the implementation of eCommerce Due to the increasing numbers of cyber crimes committed today, consumers are faced with doubt to engage in online shopping. As a safety precaution, consumers will take certain measures to protect their information by evaluating and assessing these websites trustworthiness before an actual purchase occurs. This paper describes a model that examines the elements related to online consumer behavior and to investigate this behavior towards building and increasing trust. The applicability of the model was tested in attempt to view consumers' acceptance towards the model and its component. The fmdings indicate the respondents are aware of the trust issue surrounding e-Commerce implementation as they accept and agreed with the model and its components

CONSUMERS’ WILLINGNESS TO BUY FOOD VIA THE INTERNET: A REVIEW OF THE LITTERATURE AND A MODEL FOR FUTURE RESEARCH

In the first part of the paper, existing studies on consumer propensity to buy via the Internet are reviewed in an attempt to shed light on factors explaining consumer willingness to buy food via the Internet. Following a model by Sindhav and Balazs (1999), determinants relating to medium, product, consumer, firm and environment are distinguished. In order to draw the various results together and provide a coherent framework for future research, we then propose a model which combines the Theory of Planned Behaviour and the lifestyle construct. The model can be used to analyse how beliefs affecting consumers intention to buy food via the Internet are formed and changed due to experience with such shoppingNo keywords;

A conceptual model of channel choice: measuring online and offline shopping value perceptions

This study tries to understand how consumers evaluate channels for their purchasing. Specifically, it develops a conceptual model that addresses consumer value perceptions of using the Internet versus the traditional (physical) channel. Previous research showed that perceptions of price, product quality, service quality and risk strongly influence perceived value and purchase intentions in the offline and online channel. Perceptions of online and offline buyers can be analyzed to see how value is constructed in both channels. This model enables comparisons between online and offline shoppers perceptions. As such, it is possible to determine the factors that encourage or prevent consumers to engage in online shopping.

Factors Influencing Perceptions Toward Social Networking Websites in China

Based on an online national survey of 503 respondents, this study empirically investigates factors influencing perceptions toward social networking websites (SNWs) in China. More specifically, user demographics and media\ud characteristics were examined. While income was found to be a significant predictor of users’ attitude toward SNWs, gender, age, educational level and marital status were insignificant, suggesting that demographic divides may be\ud diminishing when it comes to online social media in China. Both perceived risk and enjoyment were found to have significant positive effects. Managerial implications were discussed

Understanding the consumption process through in-branch and e-mortgage service channels: A first-time buyer perspective

This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here (////BURA web address here). Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.Purpose – The twin aims of this paper are to explore the differences in the consumption process between the traditional in-branch and web-based (e-mortgage) service channels and how the differences relate to any problems identified in the electronic service environment, with respect to information search and product evaluation. Design/methodology/approach – A process-oriented approach comparing the two service channels (in-branch vs e-mortgage) was conducted in two study phases. Data from the e-mortgage process were collected using protocol analysis with 12 first-time buyers (FTBs) applying on a website belonging either to a hybrid or to an internet-only bank. Results of the e-mortgage process were mapped on to stages of the in-branch process, which was captured by observation of six FTB mortgage interviews to determine the level of correspondence and emergent issues. Findings – Support for the FTB in the e-mortgage process was problematic and service provision was found to be product- rather than consumer-oriented. Practical implications – The study highlights the importance of design issues in the electronic service environment for creating confidence in the online advice and information available on home mortgages for FTBs. Originality/value – The paper promotes increased understanding by financial service providers of the characteristics that support the consultative selling process for complex products such as mortgages and inform multichannel retailing

The Marginal Effects Of Consumer Characteristics On Internet Channel Choice

Multiple retail channels (e.g., retail stores and catalogs) have been available to consumers for more than a century, while consumer decision making and academic research focused on channel choice with regard to the Internet is limited.  This research integrates and adapts relevant literatures to develop a model of channel choice based on demographics and for the first time explicitly measures consumer switching propensities between channels.   The findings suggest that consumers with Internet access tend to switch from traditional direct response retailing to the Internet and that time pressured consumers tend to switch from physical retail stores to the Internet and vice versa for older consumers.  Strategic implications are also provided

Several considerations regarding the online consumer in the 21st century – a theoretical approach

In nowadays' informational society, both the rapid pace development of technology and Internet's heavy influence on everyday's life brought along new characteristics to the 21st century consumer. Accordingly, in this little e-s dominated world, it comes as no surprise that the booming business on the new virtual market, the Internet, triggered the appearance of a new consumer, the online consumer, by far more informed, open to progress and selective. Along with the shifts of the traditional consumer' traits, this aim of this article is to emphasize, on a theoretical basis, the rising importance of the online consumer in the 21st century, and point out its main hallmarks and consumer behavior habits. With Generation Y, not only thriving in the digital era but also prevailing as the most active online shopper, the profile of the 21 st century consumer is defined by a clearly new and enhanced perspective.informational society, Internet, online consumer's behavior, online consumer.