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Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination

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  • Carlson, Jamie
  • O’Cass, Aron
  • Ahrholdt, Dennis

Abstract

Given the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailer’s requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty.

Suggested Citation

  • Carlson, Jamie & O’Cass, Aron & Ahrholdt, Dennis, 2015. "Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 90-102.
    • Handle: RePEc:eee:joreco:v:27:y:2015:i:c:p:90-102
    DOI: 10.1016/j.jretconser.2015.07.008
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    9. Nur Ain Mohd Paiz & Mass Hareeza Ali & Abdul Rashid Abdullah & Zuraina Dato Mansor, 2023. "Repurchase Intention among Mobile Shoppers with Mediating Effect of Satisfaction on Mobile Shopping," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(7), pages 1-1, February.
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    11. Dastane, Omkar & Goi, Chai Lee & Rabbanee, Fazlul, 2020. "A synthesis of constructs for modelling consumers’ perception of value from mobile-commerce (M-VAL)," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    12. Mitxel Cotarelo & Teresa Fayos & Haydeé Calderón & Alejandro Mollá, 2021. "Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty," Sustainability, MDPI, vol. 13(11), pages 1-17, May.
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    16. Gaofeng Yi, 2020. "Why are Some Recommendation Systems Preferred?," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 14(2), pages 76-86.
    17. Londono, Juan Carlos & Davies, Keri & Elms, Jonathan, 2017. "Extending the Theory of Planned Behavior to examine the role of anticipated negative emotions on channel intention: The case of an embarrassing product," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 8-20.
    18. Thomas Clauss & Peter Harengel & Marianne Hock, 2019. "The perception of value of platform-based business models in the sharing economy: determining the drivers of user loyalty," Review of Managerial Science, Springer, vol. 13(3), pages 605-634, June.
    19. Iyer, Pramod & Davari, Arezoo & Mukherjee, Amaradri, 2018. "Investigating the effectiveness of retailers’ mobile applications in determining customer satisfaction and repatronage intentions? A congruency perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 235-243.
    20. Lorafe Lozano & Evelyn Taboada, 2021. "Applying User-Perceived Value to Determine Motivators of Electricity Use in a Solar Photovoltaic Implementation in a Philippine Island," Sustainability, MDPI, vol. 13(14), pages 1-19, July.
    21. Busser, James A. & Shulga, Lenna V., 2018. "Co-created value: Multidimensional scale and nomological network," Tourism Management, Elsevier, vol. 65(C), pages 69-86.
    22. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
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