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Examining online consumers’ behavior: A service-oriented view

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  • Song, Jaeki
  • Baker, Jeff
  • Lee, Sangno
  • Wetherbe, James C.

Abstract

Retailers’ websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we identify how the elements of a website shape customers’ salient beliefs. These salient beliefs, in turn, determine the level of customers’ satisfaction with the website. This study provides both theoretical insights into the beliefs of online shoppers and practical insights for retail website operators. Specifically, we argue that when retail websites are constructed to include several specific elements that appeal to the key salient beliefs of information quality, service quality, and system quality, retailers will increase customers’ satisfaction with the online shopping process.

Suggested Citation

  • Song, Jaeki & Baker, Jeff & Lee, Sangno & Wetherbe, James C., 2012. "Examining online consumers’ behavior: A service-oriented view," International Journal of Information Management, Elsevier, vol. 32(3), pages 221-231.
    • Handle: RePEc:eee:ininma:v:32:y:2012:i:3:p:221-231
    DOI: 10.1016/j.ijinfomgt.2011.11.002
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    References listed on IDEAS

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    Cited by:

    1. Nadeem, Waqar & Andreini, Daniela & Salo, Jari & Laukkanen, Tommi, 2015. "Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers," International Journal of Information Management, Elsevier, vol. 35(4), pages 432-442.
    2. Pavol Kita & Zdenek Szczyrba & David Fiedor & Ales Letal, 2018. "Recognition of business risks when purchasing goods on the Internet using GIS: experience from Slovakia," Electronic Commerce Research, Springer, vol. 18(3), pages 647-663, September.
    3. Dang, Son-Hoang & Nguyen, Luan-Thanh, 2023. "What drives customer loyalty in social commerce sector? PLS-SEM approach," MPRA Paper 119509, University Library of Munich, Germany, revised 15 Oct 2023.
    4. Busalim, Abdelsalam H. & Ghabban, Fahad & Hussin, Ab Razak Che, 2021. "Customer engagement behaviour on social commerce platforms: An empirical study," Technology in Society, Elsevier, vol. 64(C).
    5. Lo, Louis Yi-Shih & Lin, Sheng-Wei & Hsu, Li-Yi, 2016. "Motivation for online impulse buying: A two-factor theory perspective," International Journal of Information Management, Elsevier, vol. 36(5), pages 759-772.
    6. Adam, Marc T.P. & Astor, Philipp J. & Krämer, Jan, 2016. "Affective Images, Emotion Regulation and Bidding Behavior: An Experiment on the Influence of Competition and Community Emotions in Internet Auctions," Journal of Interactive Marketing, Elsevier, vol. 35(C), pages 56-69.
    7. Wang, Yi-Shun & Yeh, Ching-Hsuan & Liao, Yi-Wen, 2013. "What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy," International Journal of Information Management, Elsevier, vol. 33(1), pages 199-208.
    8. Varsha Verma & Dheeraj Sharma & Jagdish Sheth, 2016. "Does relationship marketing matter in online retailing? A meta-analytic approach," Journal of the Academy of Marketing Science, Springer, vol. 44(2), pages 206-217, March.

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