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Connecting with and Converting Shoppers into Customers: Investigating the Role of Regulatory Fit in the Online Customer's Decision-making Process

Author

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  • Ashraf, Abdul R.
  • Thongpapanl, Narongsak (Tek)

Abstract

Drawing on regulatory focus and regulatory fit theories, this study illustrates that, through the mechanism of engagement, promotion-focused (prevention-focused) shoppers who are faced with a website offering a more hedonic (utilitarian) shopping experience are more likely to both have a favorable attitude towards it and a higher intention to make a purchase. Moreover, by extending the goal compatibility principle to the online shopping context, this study shows that shoppers experiencing fit are able to sustain their regulatory orientation in subsequent decisions, resulting in a preference for products that emphasize the same regulatory goal. This study will help e-retailers increase sales by clarifying why, when, and to what extent they should offer hedonic versus utilitarian shopping experiences. In doing so, this study documents a new source of regulatory fit: a match between the hedonic or utilitarian online shopping experience and a shopper's promotion versus prevention regulatory orientation.

Suggested Citation

  • Ashraf, Abdul R. & Thongpapanl, Narongsak (Tek), 2015. "Connecting with and Converting Shoppers into Customers: Investigating the Role of Regulatory Fit in the Online Customer's Decision-making Process," Journal of Interactive Marketing, Elsevier, vol. 32(C), pages 13-25.
    • Handle: RePEc:eee:joinma:v:32:y:2015:i:c:p:13-25
    DOI: 10.1016/j.intmar.2015.09.004
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    4. Ashraf, Abdul R. & Razzaque, Mohammed A. & Thongpapanl, Narongsak (Tek), 2016. "The role of customer regulatory orientation and fit in online shopping across cultural contexts," Journal of Business Research, Elsevier, vol. 69(12), pages 6040-6047.
    5. Wagner, Gerhard & Schramm-Klein, Hanna & Steinmann, Sascha, 2020. "Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment," Journal of Business Research, Elsevier, vol. 107(C), pages 256-270.
    6. Inna Lola & Murat Bakeev, 2023. "What determines the differentiation in the e-commerce adoption by consumers: evidence from Russia," Electronic Commerce Research, Springer, vol. 23(2), pages 1143-1159, June.
    7. Didi Alaoui, Mohamed & Valette-Florence, Pierre & Cova, Véronique, 2022. "How psychological distance shapes hedonic consumption: The moderating role of the need to justify," Journal of Business Research, Elsevier, vol. 146(C), pages 57-69.
    8. Wang, Li & Jin, Manhui & Yang, Zhiyong, 2020. "Regulatory focus and consumption of counterfeit luxury goods: Roles of functional theories of attitudes and perceived similarity," Journal of Business Research, Elsevier, vol. 107(C), pages 50-61.

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