IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v67y2014i12p2559-2578.html
   My bibliography  Save this article

Definition and psychometric validation of a measurement index common to website and store images

Author

Listed:
  • Bèzes, Christophe

Abstract

To mesh together their channels and better handle their multichannel management, retailers must better evaluate and coordinate their various channels. They need more precise and more complete measurement instruments to compare the channels in terms of characteristics perceived by their customers. Using the procedure specific to formative variables, this research results in a particularly comprehensive measurement index that culls 10 channel image dimensions (offering, price, layout, accessibility, promotions, customer service, advice, reputation, institution, connections with other channels) from the 40 strictly identical items for the website and the stores. Various qualitative and quantitative surveys examine across several samples of customers of a major French multichannel retailer, including one sample of 1,478 respondents. This study delineates the scope of website and store images and defines reliable scales for evaluating each image dimension of the channels, including those totally missing from the literature. This measurement tool harnesses website and store characteristics that are very operational and easily actionable. This study demonstrates that a website can be described and analyzed along the same lines as a store, and shows the relevance of incorporating connections with other channels, particularly into the scope of website image.

Suggested Citation

  • Bèzes, Christophe, 2014. "Definition and psychometric validation of a measurement index common to website and store images," Journal of Business Research, Elsevier, vol. 67(12), pages 2559-2578.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:12:p:2559-2578
    DOI: 10.1016/j.jbusres.2014.03.016
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296314001131
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2014.03.016?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Adamantios Diamantopoulos & Nicolas Papadopoulos, 2010. "Assessing the cross-national invariance of formative measures: Guidelines for international business researchers," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 41(2), pages 360-370, February.
    2. Wilcox, James B. & Howell, Roy D. & Breivik, Einar, 2008. "Questions about formative measurement," Journal of Business Research, Elsevier, vol. 61(12), pages 1219-1228, December.
    3. Bettman, James R & Kakkar, Pradeep, 1977. "Effects of Information Presentation Format on Consumer Information Acquisition Strategies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 3(4), pages 233-240, March.
    4. Yoo, Changjo & Park, Jonghee & MacInnis, Deborah J., 1998. "Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude," Journal of Business Research, Elsevier, vol. 42(3), pages 253-263, July.
    5. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    6. Hu, Haiyan & Jasper, Cynthia R., 2007. "A cross-cultural examination of the effects of social perception styles on store image formation," Journal of Business Research, Elsevier, vol. 60(3), pages 222-230, March.
    7. Calder, Bobby J & Phillips, Lynn W & Tybout, Alice M, 1981. "Designing Research for Application," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(2), pages 197-207, September.
    8. Chebat, Jean-Charles & Sirgy, M. Joseph & Grzeskowiak, Stephan, 2010. "How can shopping mall management best capture mall image?," Journal of Business Research, Elsevier, vol. 63(7), pages 735-740, July.
    9. Samli, A. Coskun & Kelly, J. Patrick & Hunt, H. Keith, 1998. "Improving the Retail Performance by Contrasting Management- and Customer-Perceived Store Images: A Diagnostic Tool for Corrective Action," Journal of Business Research, Elsevier, vol. 43(1), pages 27-38, September.
    10. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    11. Diamantopoulos, Adamantios & Riefler, Petra & Roth, Katharina P., 2008. "Advancing formative measurement models," Journal of Business Research, Elsevier, vol. 61(12), pages 1203-1218, December.
    12. Coltman, Tim & Devinney, Timothy M. & Midgley, David F. & Venaik, Sunil, 2008. "Formative versus reflective measurement models: Two applications of formative measurement," Journal of Business Research, Elsevier, vol. 61(12), pages 1250-1262, December.
    13. Jarvis, Cheryl Burke & MacKenzie, Scott B & Podsakoff, Philip M, 2003. "A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 199-218, September.
    14. Punj, Girish N & Stewart, David W, 1983. "An Interaction Framework of Consumer Decision Making," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(2), pages 181-196, September.
    15. S. Rolland & Ina Freeman, 2010. "A new measure of e-service quality in France," Post-Print hal-00576616, HAL.
    16. Aghekyan-Simonian, Mariné & Forsythe, Sandra & Suk Kwon, Wi & Chattaraman, Veena, 2012. "The role of product brand image and online store image on perceived risks and online purchase intentions for apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 325-331.
    17. Jonathan W. Palmer, 2002. "Web Site Usability, Design, and Performance Metrics," Information Systems Research, INFORMS, vol. 13(2), pages 151-167, June.
    18. Chang, En-Chi & Tseng, Ya-Fen, 2013. "Research note: E-store image, perceived value and perceived risk," Journal of Business Research, Elsevier, vol. 66(7), pages 864-870.
    19. Jaeki Song & Fatemeh Mariam Zahedi, 2005. "A Theoretical Approach to Web Design in E-Commerce: A Belief Reinforcement Model," Management Science, INFORMS, vol. 51(8), pages 1219-1235, August.
    20. Jinfeng, Wu & Zhilong, Tian, 2009. "The impact of selected store image dimensions on retailer equity: Evidence from 10 Chinese hypermarkets," Journal of Retailing and Consumer Services, Elsevier, vol. 16(6), pages 486-494.
    21. Chakravarti, Amitav & Janiszewski, Chris, 2003. "The Influence of Macro-level Motives on Consideration Set Composition in Novel Purchase Situations," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 244-258, September.
    22. repec:dau:papers:123456789/4623 is not listed on IDEAS
    23. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    24. Weinberg, Bruce D. & Parise, Salvatore & Guinan, Patricia J., 2007. "Multichannel marketing: Mindset and program development," Business Horizons, Elsevier, vol. 50(5), pages 385-394.
    25. Finn, Adam & Wang, Luming, 2014. "Formative vs. reflective measures: Facets of variation," Journal of Business Research, Elsevier, vol. 67(1), pages 2821-2826.
    26. Zhang, Jie & Farris, Paul W. & Irvin, John W. & Kushwaha, Tarun & Steenburgh, Thomas J. & Weitz, Barton A., 2010. "Crafting Integrated Multichannel Retailing Strategies," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 168-180.
    27. Ruiz, David Martín & Gremler, Dwayne D. & Washburn, Judith H. & Carrión, Gabriel Cepeda, 2008. "Service value revisited: Specifying a higher-order, formative measure," Journal of Business Research, Elsevier, vol. 61(12), pages 1278-1291, December.
    28. Bruhn, Manfred & Georgi, Dominik & Hadwich, Karsten, 2008. "Customer equity management as formative second-order construct," Journal of Business Research, Elsevier, vol. 61(12), pages 1292-1301, December.
    29. Kwon, Wi-Suk & Lennon, Sharron J., 2009. "Reciprocal Effects Between Multichannel Retailers’ Offline and Online Brand Images," Journal of Retailing, Elsevier, vol. 85(3), pages 376-390.
    30. Steenkamp, Jan-Benedict E M & Baumgartner, Hans, 1998. "Assessing Measurement Invariance in Cross-National Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(1), pages 78-90, June.
    31. Christophe Bezes & Bertrand Belvaux, 2012. "Quels éléments de différenciation pour les sites web marchands ? Une approche par l'image transmise," Post-Print hal-00861109, HAL.
    32. Hartman, Katherine B. & Spiro, Rosann L., 2005. "Recapturing store image in customer-based store equity: a construct conceptualization," Journal of Business Research, Elsevier, vol. 58(8), pages 1112-1120, August.
    33. Dekimpe, M.G. & Skiera, B., 2004. "Channel Power in Multi-Channel Environments," ERIM Report Series Research in Management ERS-2004-041-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    34. Dickinger, Astrid & Stangl, Brigitte, 2013. "Website performance and behavioral consequences: A formative measurement approach," Journal of Business Research, Elsevier, vol. 66(6), pages 771-777.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Béatrice Siadou-Martin & Ghislaine Pellat & David Vidal & Fanny Poujol, 2014. "Relation au fournisseur : impératif de multicanalité et gestion des émotions," Post-Print hal-01992816, HAL.
    2. Swoboda, Bernhard & Winters, Amelie, 2021. "Reciprocity within major retail purchase channels and their effects on overall, offline and online loyalty," Journal of Business Research, Elsevier, vol. 125(C), pages 279-294.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Baxter, Roger, 2009. "Reflective and formative metrics of relationship value: A commentary essay," Journal of Business Research, Elsevier, vol. 62(12), pages 1370-1377, December.
    2. Bartikowski, Boris & Richard, Marie-Odile & Gierl, Heribert, 2023. "Fit or misfit of culture in marketing communication? Development of the culture-ladenness fit index," Journal of Business Research, Elsevier, vol. 167(C).
    3. Christophe Bezes & Bertrand Belvaux, 2012. "Which elements of differentiation for commercial websites? A transmitted image approach [Quels éléments de différenciation pour les sites web marchands ? Une approche par l'image transmise]," Post-Print hal-02086743, HAL.
    4. Diamantopoulos, Adamantios, 2010. "Reflective and formative metrics of relationship value: Response to Baxter's commentary essay," Journal of Business Research, Elsevier, vol. 63(1), pages 91-93, January.
    5. Schweiger, & Baldauf,, 2016. "„Entrepreneurial Orientation“: Eine Bestandsaufnahme der Konstruktschärfe," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 70(4), pages 423-447.
    6. John S. Hill & Myung-Su Chae & Jinseo Park, 2012. "The Effects of Geography and Infrastructure on Economic Development and International Business Involvement," Journal of Infrastructure Development, India Development Foundation, vol. 4(2), pages 91-113, December.
    7. Grahame R. Dowling & Tayo Otubanjo, 2011. "Corporate and organizational identity: two sides of the same coin," AMS Review, Springer;Academy of Marketing Science, vol. 1(3), pages 171-182, December.
    8. Sajtos, Laszlo & Magyar, Bertalan, 2016. "Auxiliary theories as translation mechanisms for measurement model specification," Journal of Business Research, Elsevier, vol. 69(8), pages 3186-3191.
    9. Kathrin Dudenhöffer, 2013. "Why electric vehicles failed," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 24(2), pages 95-124, July.
    10. Broekhuizen, Thijs L.J. & Jager, Wander, 2004. "A conceptual model of channel choice: measuring online and offline shopping value perceptions," Research Report 04F04, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    11. Piotr Białowolski, 2015. "Concepts of Confidence in Tendency Survey Research: An Assessment with Multi-group Confirmatory Factor Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 123(1), pages 281-302, August.
    12. Diamantopoulos, Adamantios & Riefler, Petra & Roth, Katharina P., 2008. "Advancing formative measurement models," Journal of Business Research, Elsevier, vol. 61(12), pages 1203-1218, December.
    13. Irene Gil Saura & Gloria Berenguer-Contrí & María Eugenia Ruiz Molina & Géraldine Michel, 2017. "Customer segmentation based on store equity: What explains customer store preference?," Journal of Brand Management, Palgrave Macmillan, vol. 24(6), pages 546-561, November.
    14. Graciola, Ana Paula & De Toni, Deonir & Milan, Gabriel Sperandio & Eberle, Luciene, 2020. "Mediated-moderated effects: High and low store image, brand awareness, perceived value from mini and supermarkets retail stores," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    15. repec:dgr:rugsom:04f04 is not listed on IDEAS
    16. Navarro, Antonio & Losada, Fernando & Ruzo, Emilio & Díez, José A., 2010. "Implications of perceived competitive advantages, adaptation of marketing tactics and export commitment on export performance," Journal of World Business, Elsevier, vol. 45(1), pages 49-58, January.
    17. Lam, Shun Yin & Chiang, Jeongwen & Parasuraman, A., 2008. "The effects of the dimensions of technology readiness on technology acceptance: An empirical analysis," Journal of Interactive Marketing, Elsevier, vol. 22(4), pages 19-39.
    18. Jeffrey G. Covin & William J. Wales, 2012. "The Measurement of Entrepreneurial Orientation," Entrepreneurship Theory and Practice, , vol. 36(4), pages 677-702, July.
    19. Chandler, Gaylen N. & DeTienne, Dawn R. & McKelvie, Alexander & Mumford, Troy V., 2011. "Causation and effectuation processes: A validation study," Journal of Business Venturing, Elsevier, vol. 26(3), pages 375-390, May.
    20. Ulaga, Wolfgang, 2011. "Investigating customer value in global business markets: Commentary essay," Journal of Business Research, Elsevier, vol. 64(8), pages 928-930, August.
    21. Christophe Bezes, 2009. "E-Commerce Website Evaluation: A Critical Review," Working Papers hal-00611008, HAL.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:67:y:2014:i:12:p:2559-2578. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.