Enhancing customer value through click-and-mortar e-commerce: Implications for geographical market reach and customer type

Telematics and Informatics

Volumn 21, Issue 2, 2004, Pages 167-182

  Adelaar, Thomas ^a   Bouwman, Harry ^b   Steinfield, Charles ^a  

^a MICHIGAN STATE UNIVERSITY   (United States)

^b DELFT UNIVERSITY OF TECHNOLOGY   (Netherlands)

Author keywords

Case studies; Click and mortar e commerce; Customer value; Integration; Market extension

Indexed keywords

CUSTOMER SATISFACTION; ELECTRONIC MAIL; GEOGRAPHICAL REGIONS; INTEGRATION; MARKETING; RESEARCH; WORLD WIDE WEB;

CASE STUDIES; CLICK-AND-MORTAR E-COMMERCE; CUSTOMER VALUE; MARKET EXTENSION;

ELECTRONIC COMMERCE;

EID: 1642348803     PISSN: 07365853     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0736-5853(03)00055-8     Document Type: Article

References (40)

1. Abell D.F. Defining the Business: The Starting Point of Strategic Planning. 1980;Prentice-Hall, Englewood Cliffs, NJ.
2. Andersson J., Melchiors P. A two-echelon inventory model with lost sales. International Journal of Production Economics. 69(3):2001;307-315.
3. Ansoff H.I. Strategies for diversification. Harvard Business Review. (September-October):1957;113-124.
4. Bakos J.Y. Reducing buyer search costs: implications for electronic marketplaces. Management Science. 43(12):1997;1676-1692.
5. Bakos J.Y. The emerging landscape for retail e-commerce. Journal of Economic Perspectives. 15(1):2001;69-80.
6. Benjamin R., Wigand R. Electronic markets and virtual value chains on the information superhighway. Sloan Management Review. 36(2):1995;62-72.
7. Bucklin L.P. A Theory of Distribution Channel Structure. 1966;Institute of Business and Economic Research, University of California, Berkeley.
8. Cairncross F. The Death of Distance: How the Communications Revolution Will Change Our Lives. 1997;Harvard Business School Press, Boston.
9. Christaller W. Central Places in Southern Germany. (G.W. Baskin, translator):1966;Englewood Cliffs, New Jersey.
10. Dawson J.A. Retail Geography. 1980;John Wiley & Sons, New York.
11. Dicken P. Global Shift: The Internationalization of Economic Activity. second ed. 1992;Guilford Press, New York.
12. Frazier G.L. Organizing and managing channels of distribution. Journal of the Academy of Marketing Science. 27(2):1999;226-240.
13. Friedman L.G., Furey T.R. The Channel Advantage: Going to Market With Multiple Sales Channels to Reach More Customers, Sell More Products, Make More Profit. 1999;Butterworth Heinemann, Boston.
14. Ginsburg J., Morris K. Xtreme retailing: stores fight the online onslaught. Business Week. 1999.
15. Goold M., Campbell A. Desperately seeking synergy. Harvard Business Review. 76(5):1998;131-143.
16. Gulati R., Garino J. Get the right mix of bricks & clicks. Harvard Business Review. 78(3):2000;107-114.
17. Hamel G., Prahalad C.K. Competing for the Future. 1994;Harvard Business School Press, Boston.
18. Huizingh E.K.R.E. Towards successful e-business strategies: a hierarchy of three management models. Journal of Marketing Management. 18(7/8):2002;721-748.
19. Johnston, D.J., 2001. E-commerce: from hype to reality. OECD Observer, 19 January 2001.
20. Johnston R.J., Gregory D., Smith D.M. The Dictionary of Human Geography. fourth ed. 2000;Blackwell Publishers, Oxford, UK.
21. Kotler P. Marketing Management. Analysis, Planning, Implementation, and Control. ninth ed. 1997;Prentice-Hall, Upper Saddle River, NJ.
22. Levitt T. Marketing success through differentiation of anything. Harvard Business Review. 58(1):1980;83-91.
23. Lovelock C. Competing on service: technology and teamwork in supplementary services. Planning Review. 23(4):1995;32-47.
24. Michael S.C. Competition in organizational form: mail order versus retail stores, 1910-40. Journal of Economic Behavior and Organization. 23(3):1994;269-286.
25. Moriarty S.E. The circle of synergy: theoretical perspectives and an evolving IMC research agenda. Thorson E., Moore J. Integrated Communication: Synergy of Persuasive Voices. 1996;333-354 Lawrence Erlbaum, Mahwah, NJ.
26. Moriarty R.T., Moran U. Managing hybrid marketing systems. Harvard Business Review. 68(6):1990;146-155.
27. Penrose E.T. The Theory of the Growth of the Firm. 1959;John Wiley & Sons, New York.
28. Peterson R.A., Balasubramanian S., Bronnenberg B.J. Exploring the implications of the Internet for consumer marketing. Journal of the Academy of Marketing Science. 25(4):1997;329-346.
29. Porter M.E. Competitive Advantage: Creating and Sustaining Superior Performance. 1985;Free Press, New York.
30. Porter M.E. Strategy and the Internet. Harvard Business Review. 79(3):2001;62-78.
31. Rayport J.F., Sviokla J.J. Exploiting the virtual value chain. Harvard Business Review. 73(6):1995;75-86.
32. Rust R.T., Zahorik A.J., Keiningham T.L. Return on quality (Roq) - making service quality financially accountable. Journal of Marketing. 59(2):1995;58-70.
33. Schultz D.E., Tannenbaum S.I., Lauterborn R.F. Integrated Marketing Communications. 1993;NTC Business Books, Lincolnwood, III.
34. Schwartz E.I. Digital Darwinism: 7 Breakthrough Business Strategies for Surviving in the Cutthroat Web Economy. first ed. 1999;Broadway Books, New York.
35. Srinivasan S.S., Anderson R., Ponnavolu K. Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing. 78(1):2002;41-50.
36. Steinfield C., Mahler A., Bauer J. Electronic commerce and the local merchant: opportunities for synergy between physical and web presence. Electronic Markets. 9(1/2):1999;51-57.
37. Steinfield C., Bouwman H., Adelaar T. The dynamics of click and mortar e-commerce: Opportunities and management strategies. International Journal of Electronic Commerce. 7(1):2002;93-120.
38. Stern L.W., Ansary A.I. Marketing Channels. fourth ed. 1992;Prentice Hall, Englewood Cliffs, NJ.
39. Teece D.J., Pisano G., Shuen A. Dynamic capabilities and strategic management. Strategic Management Journal. 18(7):1997;509-533.
40. Venkatesh, A., 1999. Virtual models of marketing and consumer behavior. Paper presented at the ESR Virtual Society Program Workshop: E-commerce and the restructuring of consumption, London, 10 December 1999.