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The internet dilemma: An exploratory study of luxury firms’ usage of internet-based technologies

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  • Baker, Jeff
  • Ashill, Nick
  • Amer, Noha
  • Diab, Ekram

Abstract

Surprisingly, there exists a paucity of research examining the adoption of Internet-based technologies by luxury firms. This represents a major shortcoming in our understanding of how luxury firms maintain the image of their brand, sustain a personal link with customers, and retain an aura of exclusivity as they seek to provide their products and services to increasingly technologically-astute customers. Using content analysis, we present the findings of a qualitative investigation of 92 luxury firm websites across the categories of automobiles, fashion, jewelry, watches, and yachts. Study findings indicate that there are noticeable differences in website characteristics and functionality across sectors. Implications of the results are discussed, noting that decisions about using the Internet for branding and selling, one-way and two-way communications, as well as operational and innovative features, are driven by the characteristics of the products being offered. Avenues for future research are also offered.

Suggested Citation

  • Baker, Jeff & Ashill, Nick & Amer, Noha & Diab, Ekram, 2018. "The internet dilemma: An exploratory study of luxury firms’ usage of internet-based technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 37-47.
    • Handle: RePEc:eee:joreco:v:41:y:2018:i:c:p:37-47
    DOI: 10.1016/j.jretconser.2017.11.007
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    References listed on IDEAS

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    Cited by:

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    2. Pantano, Eleonora & Pedeliento, Giuseppe & Christodoulides, George, 2022. "A strategic framework for technological innovations in support of the customer experience: A focus on luxury retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    3. Lama Halwani, 2021. "The Online Experience of Luxury Consumers: Insight into Motives and Reservations," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(11), pages 157-157, July.
    4. Holmqvist, Jonas & Wirtz, Jochen & Fritze, Martin P., 2020. "Luxury in the digital age: A multi-actor service encounter perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 747-756.
    5. Farhad Aliyev & Taylan Urkmez & Ralf Wagner, 2019. "A comprehensive look at luxury brand marketing research from 2000 to 2016: a bibliometric study and content analysis," Management Review Quarterly, Springer, vol. 69(3), pages 233-264, September.
    6. Watanabe, Chihiro & Akhtar, Waleed & Tou, Yuji & Neittaanmäki, Pekka, 2022. "A new perspective of innovation toward a non-contact society - Amazon's initiative in pioneering growing seamless switching," Technology in Society, Elsevier, vol. 69(C).
    7. Taishoff, Marika & Mühlbacher, Hans & Kauppinen-Räisänen, Hannele, 2022. "Building and sustaining resilient luxury service ecosystems," Journal of Business Research, Elsevier, vol. 146(C), pages 201-215.
    8. Sestino, Andrea, 2024. "The challenge of integrating “intelligent†technologies in luxury shopping contexts: The role of brand personality appeal and consumers’ status consumption orientation," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    9. Shankar, Amit & Jain, Sheetal, 2021. "Factors affecting luxury consumers’ webrooming intention: A moderated-mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    10. Behera, Rajat Kumar & Gunasekaran, Angappa & Gupta, Shivam & Kamboj, Shampy & Bala, Pradip Kumar, 2020. "Personalized digital marketing recommender engine," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).

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