IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-02086726.html
   My bibliography  Save this paper

Types de risques perçus et réducteurs de risques dans le commerce électronique : le cas du site Fnac.com

Author

Listed:
  • Christophe Bezes

    (LARGEPA - Laboratoire de recherche en sciences de gestion Panthéon-Assas - UP2 - Université Panthéon-Assas)

Abstract

This research approaches brakes relative to online shopping, not by trust widely used in the literature, but by perceived risk. Carried out on 1167 loyalty card holders of the Fnac, it identifies first, the main types of perceived risks that penalize online purchases, and second, the website characteristics that should improve the retailer to reduce these risks. It concluded that it is possible to focus on a few risk relievers. However, this strategy will have more effect on multichannel buyers than on customers using the site only for information.

Suggested Citation

  • Christophe Bezes, 2011. "Types de risques perçus et réducteurs de risques dans le commerce électronique : le cas du site Fnac.com," Post-Print hal-02086726, HAL.
    • Handle: RePEc:hal:journl:hal-02086726
    DOI: 10.3917/mav.048.0404
    Note: View the original document on HAL open archive server: https://hal.science/hal-02086726v1
    as

    Download full text from publisher

    File URL: https://hal.science/hal-02086726v1/document
    Download Restriction: no
    File URL: https://libkey.io/10.3917/mav.048.0404?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
    ---><---

    References listed on IDEAS

    as
    1. Mick, David Glen & Fournier, Susan, 1998. "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(2), pages 123-143, September.
    2. Pierre Volle, 2000. "Du marketing des points de vente à celui des sites marchands : spécificités, opportunités et questions de recherche," Post-Print halshs-00164832, HAL.
    3. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    4. repec:dau:papers:123456789/2500 is not listed on IDEAS
    5. Petty, Richard E & Cacioppo, John T & Schumann, David, 1983. "Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(2), pages 135-146, September.
    6. repec:dau:papers:123456789/1597 is not listed on IDEAS
    7. Garbarino, Ellen & Strahilevitz, Michal, 2004. "Gender differences in the perceived risk of buying online and the effects of receiving a site recommendation," Journal of Business Research, Elsevier, vol. 57(7), pages 768-775, July.
    8. Derbaix, C., 1983. "Perceived risk and risk relievers: An empirical investigation," Journal of Economic Psychology, Elsevier, vol. 3(1), pages 19-38.
    9. Heijden, Hans van der & Verhagen, Tibert & Creemers, Marcel, 2000. "Predicting online purchase behavior : replications and tests of competing models," Serie Research Memoranda 0016, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    10. repec:dau:papers:123456789/1607 is not listed on IDEAS
    11. Sylvie Rolland & Déborah Wallet-Wodka, 2003. "La qualité des sites Web marchands en distribution : proposition d'une échelle de mesure E-Qual," Post-Print halshs-00143037, HAL.
    12. Cheng, Julian Ming-Sung & Wang, Edward Shih-Tse & Lin, Julia Ying-Chao & Chen, Lily S.L. & Huang, Wen Hsien, 2008. "Do extrinsic cues affect purchase risk at international e-tailers: The mediating effect of perceived e-tailer service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 420-428.
    13. Thomas P. Novak & Donna L. Hoffman & Yiu-Fai Yung, 2000. "Measuring the Customer Experience in Online Environments: A Structural Modeling Approach," Marketing Science, INFORMS, vol. 19(1), pages 22-42, May.
    14. P. Volle, 1995. "Le concept de risque perçu en psychologie du consommateur : Antécédents et statut théorique," Post-Print hal-02016754, HAL.
    15. Forsythe, Sandra M. & Shi, Bo, 2003. "Consumer patronage and risk perceptions in Internet shopping," Journal of Business Research, Elsevier, vol. 56(11), pages 867-875, November.
    Full references (including those not matched with items on IDEAS)

    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. 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).
    2. repec:dgr:rugsom:04f04 is not listed on IDEAS
    3. Xiaolin Lin & Mauricio Featherman & Stoney L. Brooks & Nick Hajli, 2019. "Exploring Gender Differences in Online Consumer Purchase Decision Making: An Online Product Presentation Perspective," Information Systems Frontiers, Springer, vol. 21(5), pages 1187-1201, October.
    4. Arijit Bhattacharya & Manjari Srivastava, 2020. "A Framework of Online Customer Experience: An Indian Perspective," Global Business Review, International Management Institute, vol. 21(3), pages 800-817, June.
    5. Massoud Moslehpour & Van Kien Pham & Wing-Keung Wong & İsmail Bilgiçli, 2018. "e-Purchase Intention of Taiwanese Consumers: Sustainable Mediation of Perceived Usefulness and Perceived Ease of Use," Sustainability, MDPI, vol. 10(1), pages 1-17, January.
    6. 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.
    7. Molina-Castillo, Francisco-Jose & Lopez-Nicolas, Carolina & Soto-Acosta, Pedro, 2012. "Interaction effects of media and message on perceived complexity, risk and trust of innovative products," European Management Journal, Elsevier, vol. 30(6), pages 577-587.
    8. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.
    9. DeFranco, Agnes & Morosan, Cristian, 2017. "Coping with the risk of internet connectivity in hotels: Perspectives from American consumers traveling internationally," Tourism Management, Elsevier, vol. 61(C), pages 380-393.
    10. Zafer Akýn & Ý. Erdem Seçilmiþ, 2015. "Risk Behavior, Risk Perception and Online Shopping: An Experimental Approach," IPEK Working Papers 1507, Ipek University, Department of Economics, revised Sep 2015.
    11. Liu, Chuanlan & Forsythe, Sandra, 2011. "Examining drivers of online purchase intensity: Moderating role of adoption duration in sustaining post-adoption online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 101-109.
    12. Hou, Jianwei & Elliott, Kevin, 2014. "How do online bidders differ from non-bidders?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 18-25.
    13. Juha Munnukka & Outi Uusitalo & Veera-Juulia Koivisto, 2017. "The consequences of perceived risk and objective knowledge for consumers’ investment behavior," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 150-160, December.
    14. Rosillo-Díaz, Elena & Muñoz-Rosas, Juan Francisco & Blanco-Encomienda, Francisco Javier, 2024. "Impact of heuristic–systematic cues on the purchase intention of the electronic commerce consumer through the perception of product quality," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    15. Hsu, Chia-Lin & Chang, Chi-Ya & Yansritakul, Chutinart, 2017. "Exploring purchase intention of green skincare products using the theory of planned behavior: Testing the moderating effects of country of origin and price sensitivity," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 145-152.
    16. Marie-Eve Laporte & Géraldine Michel & Sophie Rieunier, 2017. "Towards a better understanding of eating behaviour through the concept of Perception of Nutritional Risk," Post-Print halshs-02923251, HAL.
    17. Patricea Elena Bertea & Adriana Zait, 2013. "Perceived risk vs. intention to adopt e-commerce - a pilot study of potential moderators," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(2), pages 213-229.
    18. Tibert Verhagen & Daniel Bloemers, 2018. "Exploring the cognitive and affective bases of online purchase intentions: a hierarchical test across product types," Electronic Commerce Research, Springer, vol. 18(3), pages 537-561, September.
    19. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    20. 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.
    21. Wann-Yih Wu & Quyen Phu Thi Phan & Adriana A. Amaya Rivas, 2018. "Correction to: How e-servicescapes affect customer online shopping intention: the moderating effects of gender and online purchasing experience," Information Systems and e-Business Management, Springer, vol. 16(2), pages 477-477, May.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:hal:journl:hal-02086726. 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: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    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.