IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v41y2018icp131-141.html
   My bibliography  Save this article

Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth

Author

Listed:
  • Loureiro, Sandra M.C.
  • Cavallero, Luisa
  • Miranda, Francisco Javier

Abstract

The current study explores the drivers and outcomes of performance expectancy for fashion brand websites and estimates two alternative models to explain the drivers of word-of-mouth. The study also aims to test the mediator effect of trust on the relationship between customer satisfaction and word-of-mouth. The study builds on data collection from consumers selected through mall intercept convenience sampling (in Lisbon city center). Researchers gave consumers tablets which they used to answer the online survey. The final sample consisted of 312 participants. The findings of this research may generate a flow process in which the quality of the information and technology of the fashion website, together with the past experience of the fashion consumer, influence the performance expectancy and this, in turn, contributes to them recommending the fashion brand and the website through online posts and reviews.

Suggested Citation

  • Loureiro, Sandra M.C. & Cavallero, Luisa & Miranda, Francisco Javier, 2018. "Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 131-141.
    • Handle: RePEc:eee:joreco:v:41:y:2018:i:c:p:131-141
    DOI: 10.1016/j.jretconser.2017.12.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698917303521
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2017.12.005?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. Berthon, Pierre R. & Pitt, Leyland F. & Plangger, Kirk & Shapiro, Daniel, 2012. "Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy," Business Horizons, Elsevier, vol. 55(3), pages 261-271.
    2. Kim, Sang-Hoon & Park, Hyun Jung, 2011. "Effects of social influence on consumers' voluntary adoption of innovations prompted by others," Journal of Business Research, Elsevier, vol. 64(11), pages 1190-1194.
    3. Alsajjan, Bander & Dennis, Charles, 2010. "Internet banking acceptance model: Cross-market examination," Journal of Business Research, Elsevier, vol. 63(9-10), pages 957-963, September.
    4. Ha, Sejin & Stoel, Leslie, 2009. "Consumer e-shopping acceptance: Antecedents in a technology acceptance model," Journal of Business Research, Elsevier, vol. 62(5), pages 565-571, May.
    5. Tang, Liang (Rebecca) & Jang, Soocheong (Shawn) & Morrison, Alastair, 2012. "Dual-route communication of destination websites," Tourism Management, Elsevier, vol. 33(1), pages 38-49.
    6. Law, Rob & Qi, Shanshan & Buhalis, Dimitrios, 2010. "Progress in tourism management: A review of website evaluation in tourism research," Tourism Management, Elsevier, vol. 31(3), pages 297-313.
    7. Richard D. Johnson & George M. Marakas, 2000. "Research Report: The Role of Behavioral Modeling in Computer Skills Acquisition: Toward Refinement of the Model," Information Systems Research, INFORMS, vol. 11(4), pages 402-417, December.
    8. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    9. Chrysanthos Dellarocas, 2003. "The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms," Management Science, INFORMS, vol. 49(10), pages 1407-1424, October.
    10. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    11. Choi, Hun & Kim, Youngchan & Kim, Jinwoo, 2011. "Driving factors of post adoption behavior in mobile data services," Journal of Business Research, Elsevier, vol. 64(11), pages 1212-1217.
    12. Wang, Yong Jian & Hernandez, Monica D. & Minor, Michael S., 2010. "Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task," Journal of Business Research, Elsevier, vol. 63(9-10), pages 935-942, September.
    13. Herr, Paul M & Kardes, Frank R & Kim, John, 1991. "Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 454-462, March.
    14. Baier, Daniel & Stüber, Eva, 2010. "Acceptance of recommendations to buy in online retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 173-180.
    15. Algharabat, Raed & Abdallah Alalwan, Ali & Rana, Nripendra P. & Dwivedi, Yogesh K., 2017. "Three dimensional product presentation quality antecedents and their consequences for online retailers: The moderating role of virtual product experience," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 203-217.
    16. Filieri, Raffaele, 2015. "What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM," Journal of Business Research, Elsevier, vol. 68(6), pages 1261-1270.
    17. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
    18. Alden, Dana L. & Kelley, James B. & Youn, James B. & Chen, Qimei, 2016. "Understanding consumer motivations to interact on brand websites in the international marketplace: Evidence from the U.S., China, and South Korea," Journal of Business Research, Elsevier, vol. 69(12), pages 5909-5916.
    19. O’Cass, Aron & Carlson, Jamie, 2012. "An e-retailing assessment of perceived website-service innovativeness: Implications for website quality evaluations, trust, loyalty and word of mouth," Australasian marketing journal, Elsevier, vol. 20(1), pages 28-36.
    20. Dailey, Lynn, 2004. "Navigational web atmospherics: Explaining the influence of restrictive navigation cues," Journal of Business Research, Elsevier, vol. 57(7), pages 795-803, July.
    21. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    22. Wynne W. Chin & Barbara L. Marcolin & Peter R. Newsted, 2003. "A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study," Information Systems Research, INFORMS, vol. 14(2), pages 189-217, June.
    23. Lee, Yong-Ki & Park, Jong-Hyun & Chung, Namho & Blakeney, Alisha, 2012. "A unified perspective on the factors influencing usage intention toward mobile financial services," Journal of Business Research, Elsevier, vol. 65(11), pages 1590-1599.
    24. Toufaily, Elissar & Ricard, Line & Perrien, Jean, 2013. "Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model," Journal of Business Research, Elsevier, vol. 66(9), pages 1436-1447.
    25. Dellarocas, Chrysanthos, 2003. "The Digitization of Word-of-mouth: Promise and Challenges of Online Feedback Mechanisms," Working papers 4296-03, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    26. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    27. Tynan, Caroline & McKechnie, Sally & Chhuon, Celine, 2010. "Co-creating value for luxury brands," Journal of Business Research, Elsevier, vol. 63(11), pages 1156-1163, November.
    28. Lee, Jieun & Ko, Eunju & Megehee, Carol M., 2015. "Social benefits of brand logos in presentation of self in cross and same gender influence contexts," Journal of Business Research, Elsevier, vol. 68(6), pages 1341-1349.
    29. Andrews, Lynda & Bianchi, Constanza, 2013. "Consumer internet purchasing behavior in Chile," Journal of Business Research, Elsevier, vol. 66(10), pages 1791-1799.
    30. Hoch, Stephen J & Ha, Young-Won, 1986. "Consumer Learning: Advertising and the Ambiguity of Product Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(2), pages 221-233, September.
    31. 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. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    2. Maria Figueroa-Armijos & Brent B. Clark & Serge P. da Motta Veiga, 2023. "Ethical Perceptions of AI in Hiring and Organizational Trust: The Role of Performance Expectancy and Social Influence," Journal of Business Ethics, Springer, vol. 186(1), pages 179-197, August.
    3. Foroughi, Behzad & Nhan, Pham Viet & Iranmanesh, Mohammad & Ghobakhloo, Morteza & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh, 2023. "Determinants of intention to use autonomous vehicles: Findings from PLS-SEM and ANFIS," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    4. Christino, Juliana Maria Magalhães & Silva, Thaís Santos & Cardozo, Erico Aurélio Abreu & de Pádua Carrieri, Alexandre & de Paiva Nunes, Patricia, 2019. "Understanding affiliation to cashback programs: An emerging technique in an emerging country," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 78-86.
    5. Fahad Ali Algamash & Munir Shehu Mashi & Mohammad Nurul Alam, 2022. "Understanding the Antecedents of Use of E-Commerce and Consumers’ E-Loyalty in Saudi Arabia Amid the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(22), pages 1-19, November.
    6. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & García-Henche, Blanca, 2022. "Word of mouth and digitalization in small retailers: Tradition, authenticity, and change," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    7. Xue, Zhebin & Li, Qing & Zeng, Xianyi, 2023. "Social media user behavior analysis applied to the fashion and apparel industry in the big data era," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. Chakraborty, Debarun & Siddiqui, Aaliyah & Siddiqui, Mujahid & Rana, Nripendra P. & Dash, Ganesh, 2022. "Mobile payment apps filling value gaps: Integrating consumption values with initial trust and customer involvement," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    9. Kim, Taeyong & Hwang, Seungsoo & Kim, Minkyung, 2022. "Text analysis of online customer reviews for products in the FCB quadrants: Procedure, outcomes, and implications," Journal of Business Research, Elsevier, vol. 150(C), pages 676-689.
    10. Salminen, Joni & Kandpal, Chandrashekhar & Kamel, Ahmed Mohamed & Jung, Soon-gyo & Jansen, Bernard J., 2022. "Creating and detecting fake reviews of online products," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    11. Talwar, Shalini & Dhir, Amandeep & Kaur, Puneet & Zafar, Nida & Alrasheedy, Melfi, 2019. "Why do people share fake news? Associations between the dark side of social media use and fake news sharing behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 72-82.
    12. Ampadu, Seth & Jiang, Yuanchun & Debrah, Emmanuel & Antwi, Collins Opoku & Amankwa, Eric & Gyamfi, Samuel Adu & Amoako, Richard, 2022. "Online personalized recommended product quality and e-impulse buying: A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    13. Iaia, Lea & Leonelli, Simona & Masciarelli, Francesca & Christofi, Michael & Cooper, Sir Cary, 2022. "The malevolent side of masstige consumers’ behavior: The role of dark triad and technology propensity," Journal of Business Research, Elsevier, vol. 149(C), pages 954-966.
    14. Xiao, Lin & Li, Xiaofeng & Zhang, Yucheng, 2023. "Exploring the factors influencing consumer engagement behavior regarding short-form video advertising: A big data perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    15. Chun Lei & Md Sazzad Hossain & Elise Wong, 2023. "Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots," Sustainability, MDPI, vol. 15(6), pages 1-17, March.
    16. Huang, Yung-Chuan, 2023. "Integrated concepts of the UTAUT and TPB in virtual reality behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).

    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. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    2. Heng Tang & Xiaowan Lin, 2019. "Curbing shopping cart abandonment in C2C markets — an uncertainty reduction approach," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 533-552, September.
    3. Xiaolong Wang & Wenkun Zhang & Tao Zhang & Yanan Wang & Sanggyun Na, 2022. "A Study of Chinese Consumers’ Consistent Use of Mobile Food Ordering Apps," Sustainability, MDPI, vol. 14(19), pages 1-20, October.
    4. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
    5. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    6. Fosso Wamba, Samuel & Bhattacharya, Mithu & Trinchera, Laura & Ngai, Eric W.T., 2017. "Role of intrinsic and extrinsic factors in user social media acceptance within workspace: Assessing unobserved heterogeneity," International Journal of Information Management, Elsevier, vol. 37(2), pages 1-13.
    7. Koji Ishida & Lisa Slevitch & Katia Siamionava, 2016. "The Effects of Traditional and Electronic Word-of-Mouth on Destination Image: A Case of Vacation Tourists Visiting Branson, Missouri," Administrative Sciences, MDPI, vol. 6(4), pages 1-17, September.
    8. Filieri, Raffaele & Alguezaui, Salma & McLeay, Fraser, 2015. "Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth," Tourism Management, Elsevier, vol. 51(C), pages 174-185.
    9. Nick Hajli, 2018. "Ethical Environment in the Online Communities by Information Credibility: A Social Media Perspective," Journal of Business Ethics, Springer, vol. 149(4), pages 799-810, June.
    10. Kim, Molan & Lee, Seung Min & Choi, Sanghak & Kim, Sang Yong, 2021. "Impact of visual information on online consumer review behavior: Evidence from a hotel booking website," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    11. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
    12. Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio, 2017. "Aggregate consumer ratings and booking intention: the role of brand image," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 543-562, September.
    13. Radovan Bačík & Beata Gavurova & Igor Fedorko & Richard Fedorko, 2021. "Website quality factor as a multidimensional construct and its impact on the use of e-banking," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(1), pages 542-557, September.
    14. Yani Wang & Jun Wang & Tang Yao, 2019. "What makes a helpful online review? A meta-analysis of review characteristics," Electronic Commerce Research, Springer, vol. 19(2), pages 257-284, June.
    15. Guha Majumder, Madhumita & Dutta Gupta, Sangita & Paul, Justin, 2022. "Perceived usefulness of online customer reviews: A review mining approach using machine learning & exploratory data analysis," Journal of Business Research, Elsevier, vol. 150(C), pages 147-164.
    16. Elvira Ismagilova & Emma L. Slade & Nripendra P. Rana & Yogesh K. Dwivedi, 2020. "The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis," Information Systems Frontiers, Springer, vol. 22(5), pages 1203-1226, October.
    17. Athni, Aditya, 2017. "Contextual, emotional and behavioural influences of YouTube product review videos and official advertisements on consumers," Journal of Applied Leadership and Management, Hochschule Kempten - University of Applied Sciences, Professional School of Business & Technology, vol. 5, pages 27-34.
    18. Pan, Lee-Yun & Chiou, Jyh-Shen, 2011. "How Much Can You Trust Online Information? Cues for Perceived Trustworthiness of Consumer-generated Online Information," Journal of Interactive Marketing, Elsevier, vol. 25(2), pages 67-74.
    19. Ana Babić Rosario & Kristine Valck & Francesca Sotgiu, 2020. "Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 422-448, May.
    20. Rishikesh Bhaiswar & N. Meenakshi & Deepak Chawla, 2021. "Evolution of Electronic Word of Mouth: A Systematic Literature Review Using Bibliometric Analysis of 20 Years (2000–2020)," FIIB Business Review, , vol. 10(3), pages 215-231, September.

    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:joreco:v:41:y:2018:i:c:p:131-141. 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: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    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.