Influencing the online consumer's behavior: The Web experience

Internet Research

Volumn 14, Issue 2, 2004, Pages 111-126

  Constantinides, Efthymios ^a  

^a UNIVERSITY OF TWENTE   (Netherlands)

Author keywords

Buying behaviour; Consumer behaviour; Internet marketing; Online operation; Worldwide web

Indexed keywords

EID: 2442682704     PISSN: 10662243     EISSN: None     Source Type: Journal    
DOI: 10.1108/10662240410530835     Document Type: Review

References (97)

1. Ajzen, I. (1991), “The theory of planned behavior”, Organizational Behavior and Human Decision Processes, Vol. 50, pp. 179-211.
2. American Customer Satisfaction Index (ACSI) (2003), available at: www.theacsi.org/overview.htm
3. Bettman, J.R. (1979), An Information-Processing Theory of Consumer Choice, Addison-Wesley, Glen View, IL.
4. Boekema, J.J., van Bueren, E.B., Lobstein, S., Oosterhuis, A. and Schweitzer, P. (1995), Basisboek Marketing, Derde Druk, Wolters-Noordhoff, Groningen.
5. Borden, N.H. (1964), “The concept of the marketing mix”, Journal of Advertising Research, June, pp. 2-7.
6. Boyd, H.W., Walker, O.C., Mullins, J. and Larréché, J.-C. (2002), Marketing Management, A Strategic Decision-Making Approach, McGraw-Hill/Irwin, Columbus, OH.
7. Brassington, F. and Pettitt, S. (2003), Principles of Marketing, 3rd ed., Prentice-Hall/Financial Times, Englewood Cliffs, NJ.
8. Butler, P. and Peppard, J. (1998), “Consumer purchasing on the Internet: processes and prospects”, European Management Journal, Vol. 16 No. 5, pp. 600-10.
9. Cheung, C.M.K., Zhu, L., Kwong, T., Chan, G.W.W. and Limayem, M. (2003), “Online consumer behavior:a review and agenda for future research”, Proceedings of the 16th Bled eCommerce Conference, Bled, 9-11 June.
10. Childers, T.L., Carr, C.L., Peck, J. and Carson, S. (2001), “Hedonic and utilitarian motivations for retail shopping behavior”, Journal of Retailing, Vol. 77 No. 4, pp. 51-3.
11. Cho, N. and Park, S. (2001), “Development of electronic commerce user-consumer satisfaction index (ECUSI) for Internet shopping”, Industrial Management & Data Systems, Vol. 101 No. 8, pp. 400-6.
12. Cockburn, A. and McKenzie, B. (2001), “What do Web users do? An empirical analysis of Web use”, International Journal of Human-Computer Studies, Vol. 54, pp. 903-22.
13. Constantinides, E. (2002), “The 4S Web-marketing mix model, e-commerce research and applications”, Elsevier Science, Vol. 1 No. 1, pp. 57-76.
14. Cravatts, R.L. (2003), “Barter: a strategic tool for the new economy, business know-how”, available at: www.businessknowhow.com/money/barter.htm
15. Czinkota, M.R. and Kotabe, M. (2001), Marketing Management, 2nd ed., South-Western College Publishing, Cincinnati, OH.
16. Czinkota, M.R., Cickson, P.R., Dune, P., Griffin, A., Hoffman, K.D., Hutt, M.D., Lindgren, J.H. Jr, Lusch, R.F., Ronkainen, I.A., Sheth, J.N., Shimp, T.A., Siguaw, J.A., Simpson, P.M., Speh, T.W. and Urbany, J.E. (2000), Marketing Best Practices, The Dryden Press, Fort Worth, TX.
17. Daugherty, T., Li, H. and Biocca, F. (2003), “The role of virtual experience in consumer learning”, Journal of Consumer Psychology, Vol. 13 No. 4, pp. 395-407.
18. Davis, F.D., Bagozzi, R. and Warshaw, P.R. (1989), “User acceptance of computer technology: a comparison of two theoretical models”, Management Science, Vol. 35 No. 9, pp. 982-1003.
19. Dennis, C., Harris, I. and Sandhu, B. (2002), “From bricks to clicks: understanding the e-consumer”, Qualitative Marketing Research, Vol. 5 No. 4, pp. 281-90.
20. Dibb, S., Simkin, L., Pride, W.P. and Ferrell, O.C. (2001), Marketing Concepts and Strategies, 3rd ed., Houghton-Mifflin Company, Boston, MA.
21. Dixon, D.F. and Blois, K.J. (1983), “Some limitations of the 4Ps as a paradigm for marketing”, in Ed. Blois, K.J. (Ed.), Back to Basics, Proceedings of the Marketing Education Group, Cranfield School of Management, pp. 92-107.
22. Donovan, R. and Rossiter, J. (1982), “Store atmosphere: an environmental psychology approach”, Journal of Retailing, Vol. 58, pp. 34-57.
23. Falkou, H., Lytras, G., Vrechopoulos, A. and Pramataris, K. (1999), “Putting the consumer on ‘top’: traditional online products store”, Proceedings of the 8th European Conference on Information Systems, Copenhagen, Denmark, June, Copenhagen Business School, Copenhagen, pp. 142-56.
24. Fogg, B.G., Soohoo, C., Danielson, D., Marable, L., Stanford, J. and Tauber, E. (2002), “How do people evaluate a Web site's credibility? Results from a large study”, Persuasive Technology Lab, Stanford University, available at: www.consumerwebwatch.org/news/report3_credibilityresearch/stanfordPTL_TOC.htm
25. Forrester Research (2003), “Forrester Research projects US ecommerce to hit nearly $230 billion”, press release, available at: www.forrester.com/ER/Press/Release/0,1769,823,00.html and “Consumer technographics: the online consumer 1998 to 2003”, available at www.forrester.com/ER/Research/Brief/Excerpt/0,1317,17225,00.html
26. Foucault, B.E. and Scheufele, D.A. (2002), “Web vs campus store? Why students buy textbooks online”, Journal of Consumer Marketing, Vol. 19 No. 5, pp. 409-23.
27. George, J.F. (2002), “Influences on the intent to make Internet purchases”, Internet Research: Electronic Networking Applications and Policy, Vol. 12 No. 2, pp. 165-80.
28. Goldsmith, R.E. (1999), “The personalised marketplace: beyond the 4Ps”, Marketing Intelligence & Planning, Vol. 17 No. 4, pp. 178-85.
29. Goldsmith, R.E. and Goldsmith, E.B. (2002), “Buying apparel over the Internet”, Journal of Product & Brand Management, Vol. 11 No. 2, pp. 89-102.
30. Grabner-Kräuter, S. and Kaluscha, A.E. (2003), “Empirical research in online trust: a review and critical assessment”, International Journal of Human-Computer Studies, Vol. 58 No. 6, pp. 783-812.
31. Grewal, D., Iyer, G.R., Krishnan, R. and Sharma, A. (2003), “The Internet and the price-value-loyalty chain”, Journal of Business Research, Vol. 56 No. 5, pp. 391-8.
32. Grönroos, C. (1994), “From marketing mix to relationship marketing – towards a paradigm shift in marketing”, Management Decision, Vol. 32 No. 2, pp. 4-20.
33. Gummesson, E. (1997), “Relationship marketing as a paradigm shift: some conclusions from the 30R approach”, Management Decision, Vol. 35 No. 4, pp. 267-72.
34. Ha, S.H., Bae, S.M. and Park, S.C. (2002), “Customer's time-variant purchase behaviour and corresponding marketing strategies: an online retailer's case”, Computers & Industrial Engineering, Vol. 43 No. 4, pp. 801-20.
35. Harrell, G.D. and Frazier, G.L. (1999), Marketing, Connecting with Customers, Prentice-Hall, Englewood Cliffs, NJ.
36. Harris Interactive (2001), “Privacy leadership initiative”, available at: www.ftc.gov/bcp/workshops/glb/supporting/harris%20results.pdf
37. Hoffman, D.L., Novak, T.P. and Peralta, M.A. (1999), “Building consumer trust online”, Communications of the ACM, Vol. 42 No. 4, pp. 80-5.
38. Interactive Bureau (IAB) (2003), “FTSE-100’s Web sites are still ‘wallowing in mediocrity’”, available at: www.iablondon.com/news/news.cfm?newsID=150
39. Internet Confidence Index, Yahoo /AC Nielsen (2002), available at: http://docs.yahoo.com/docs/info/yici/06-02.html
40. Jarvenpaa, S.L. and Grazioli, S. (2002), “Surfing among sharks: how to gain trust in Cyberspace”, FPMastering, available at: www.nationalpost.com/features/fpmastering/080701story1.html
41. Jarvenpaa, S.L. and Todd, P.A. (1997), “Consumer reactions to electronic shopping on the World Wide Web”, Journal of Electronic Commerce, Vol. 1 No. 2, pp. 59-88.
42. Jobber, D. (2001), Principles & Practice of Marketing, McGraw-Hill International (UK) Limited, New York, NY.
43. Joines, J.L., Scherer, C.W. and Scheufele, D.A. (2003), “Exploring motivations for consumer Web use and their implications for e-commerce”, Journal of Consumer Marketing, Vol. 20 No. 2, pp. 90-108.
44. Kim, S.-E., Shaw, T. and Schneider, H. (2003), “Web site design benchmarking within industry groups”, Internet Research: Electronic Networking Applications and Policy, Vol. 13 No. 1, pp. 17-26.
45. Kotler, P. (2003), Marketing Management, 11th ed., Prentice-Hall International Editions, Englewood Cliffs, NJ.
46. Kotler, P. and Armstrong, G. (2001), Principles of Marketing, Prentice-Hall, Englewood Cliffs, NJ.
47. Koufaris, M., Kambil, A. and LaBarbera, A. (2002), “Consumer behavior in Web-based commerce: an empirical study”, International Journal of Electronic Commerce, Vol. 6 No. 2, pp. 115-38.
48. Lee, K.J. (2001), “Peer-to-peer electronic commerce: a taxonomy and cases”, Proceedings of the 2001 International Conference on electronic Commerce (ICEC), Vienna.
49. Lee, P.-M. (2002), “Behavioral model of online purchasers in e-commerce environment”, Electronic Commerce Research, Vol. 2, pp. 75-85.
50. Legris, P., Ingham, J. and Collerette, P. (2003), “Why do people use information technology? A critical review of the technology acceptance model”, Information and Management, Vol. 40, pp. 191-204.
51. Lewison, D.M. (1994), Retailing, 5th ed., Macmillan Publishing Company, New York, NY.
52. Li, H., Daugherty, T. and Biocca, F. (2002a), “Impact of 3-D advertising on product knowledge, brand attitude, and purchase intention: the mediating role of presence”, Journal of Advertising, Vanderbilt University, Elab, available at: http://elab.vanderbilt.edu/research/papers/pdf/manuscripts/JA.pdf
53. Li, H., Daugherty, T. and Biocca, F. (2002b), “The role of virtual experience on consumer learning”, Journal of Consumer Psychology, Vanderbilt University, Elab, available at: http//elab.vanderbilt.edu/research/manuscripts/index.htm.
54. Liang, T.-P. and Lai, H.-J. (2002), “Effect of store design on consumer purchases: an empirical study of online bookstores”, Information & Management, Vol. 39, pp. 431-44.
55. Liao, Z. and Cheung, M.T. (2001), “Internet-based e-shopping and consumer attitudes: an empirical study”, Information and Management, Vol. 38, pp. 299-306.
56. Liebermann, Y. and Stashevsky, S. (2002), “Perceived risks as barriers to Internet and e-commerce usage”, Qualitative Market Research, Vol. 5 No. 2, pp. 291-300.
57. Lightner, N.J. and Eastman, C. (2002), “User preference for product information in remote purchase environments”, Journal of Electronic Commerce Research, Vol. 3 No. 3, pp. 174-86.
58. Lin, Z., Hu, X. and Zhang, H. (2001), “Myth or reality? Effect of trust-promoting seals in electronic commerce”, Proceedings of the 11th Workshop on Information Technologies and Systems, New Orleans, LA, available at: http://zlin.ba.ttu.edu/papers/published/WITS01-trust.pdf
59. Liu, C. and Arnett, K.P. (2000), “Exploring the factors associated with Web site success in the context of electronic commerce”, Information and Management, Vol. 38, pp. 23-33.
60. Loebbecke, C. (2003), “E-business trust concepts based on seals and insurance solutions”, Information Systems and E-Business Management, Vol. 1 No. 1, pp. 55-72.
61. Lowengart, O. and Tractinsky, N. (2001), “Differential effects of product category on shoppers’ selection of Web-based stores: a probabilistic modeling approach”, Journal of Electronic Commerce Research, Vol. 2 No. 4, pp. 142-56.
62. McCarthy, E.J. (1964), Basic Marketing, a Managerial Approach, Irwin, Homewood, IL.
63. McKinsey & Company (1999), “Superior marketing in the next era of e-commerce”, McKinsey Marketing Practice, available at: www.mckinsey.com
64. McKinsey Quarterly (2001), “Getting prices right on the Web”, Report No. 2, available at: www.mckinseyquarterly.com
65. McKnight, D.H., Choudhury, V. and Kacmar, C. (2002), “The impact of initial consumer trust on intentions to transact with a Web site: a trust-building model”, The Journal of Strategic Information Systems, Vol. 11 No. 3-4, pp. 297-323.
66. Madu, C.N. and Madu, A. (2002), “Dimensions of e-quality”, International Journal of Quality & Reliability Management, Vol. 19 No. 3, pp. 246-58.
67. Merriam-Webster's Online Dictionary (n.d.), available at: www.m-w.com/home.htm
68. Miles, G.E., Howes, A. and Davis, A. (2000), “A framework for understanding human factors in Web-based electronic commerce”, International Journal of Human-Computer Studies, Vol. 52 No. 1, pp. 131-63.
69. Morganosky, M.A. and Cude, B.J. (2000), “Consumer response to online grocery shopping”, International Journal of Retail & Distribution Management, Vol. 28 No. 1, pp. 17-26.
70. Nah, F.F.-H. and Davis, S. (2002), “HCI Internet research issues in e-commerce”, Journal of Electronic Commerce Research, Special Issue: Human Factors in Web-based Interaction, Vol. 3 No. 3, available at: www.csulb.edu/web/journals/jecr/issues/20023/paper1.pdf
71. Nicholson, M., Clarke, I. and Blakenmore, M. (2001), “Multichannel consumer behaviour in the retail fashion sector: toward a longitudinal ethnography”, Proceedings of the 11th International Conference on Research in the Distributive Trades, Tilburg, The Netherlands, June.
72. NielsenNet Ratings (2003), “Coach, Nieman Marcus and J. Crew maximize sales channel relationships with web customers”, press release, 14 January, available at: www.nielsen-netratings.com/pr/pr_030114.pdf
73. Nua Internet Surveys (2002), “Consumers see brands differently online”, available at: www.nua.ie/surveys/index.cgi?f=VS&art_id=905358584&rel=true
74. O'Cass, A. and Fenech, T. (2003), “Web retailing adoption: exploring the nature of Internet users’ Web retailing behaviour”, Journal of Retailing and Consumer Services, Vol. 10, pp. 81-94.
75. O'Keefe, R.M. and McEachern, T. (1998), “Web-based customer decision support systems”, Communications of the ECM, Vol. 41, pp. 71-78.
76. Osterbauer, C., Köhle, M., Grechenig, T. and Tscheligi, M. (1999), “Web usability testing: a case study of usability testing of chosen sites (banks, daily newspapers, insurances)”, Proceedings of 5th Australian World Wide Web Conference, available at: http://ausWeb.scu.edu.au/aw2k/papers/osterbauer/
77. Prabhaker, P.R. (2000), “Who owns the online consumer?”, Journal of Consumer Marketing, Vol. 17 No. 2, pp. 158-71.
78. Preece, J., Rogers, Y., Sharp, H., Benyon, D., Holland, S. and Carey, T. (1994), Human-Computer Interaction, Addison-Wesley, Wokingham.
79. Reicheld, F.F. and Schefter, P. (2000), “E-loyalty: your secret weapon on the Web”, Harvard Business Review, July-August, pp. 105-13.
80. Rousey, S.P. and Morganosky, M.A. (1996), “Retail format change in US markets”, International Journal of Retail & Distribution Management, Vol. 24 No. 3, pp. 8-16.
81. Russo, J.E. (2002) “Aiding purchase decisions on the Internet”, Proceedings of the Winter 2002 International Conference on Advances in Infrastructure for Electronic Business, Education, Science and Medicine on the Internet, L'Aquila, 21-26 January.
82. Schoenbachler, D.D. and Gordon, G.L. (2002), “Multi-channel shopping: understanding what drives channel choice”, Journal of Consumer Marketing, Vol. 19 No. 1, pp. 42-53.
83. Shankar, V., Smith, A.K. and Rangaswamy, A. (2003), “Customer satisfaction and loyalty in online and offline environments”, International Journal of Research in Marketing, Vol. 20 No. 2, pp. 153-75.
84. Shih, C.-F. (1998), “Conceptualizing consumer experiences in cyberspace”, European Journal of Marketing, Vol. 32 No. 7, pp. 655-63.
85. Solomon, M.R. and Stuart, E.W. (2003), Marketing, Real People, Real Choices, 3rd ed., Prentice-Hall, Englewood Cliffs, NJ.
86. Song, J. and Zahedi, F. (2001), “Web design in e-commerce: a theory and empirical analysis”, 22nd International Conference on Information Systems.
87. Suh, B. and Han, I. (2002), “Effect of trust on customer acceptance of Internet banking”, Electronic Commerce Research and Applications, Vol. 1 No. 3-4, pp. 247-63.
88. Swaminathan, V., Lepkowska-White, E. and Rao, B.P. (1999), “Browsers or buyers in cyberspace? An investigation of factors influencing electronic exchange”, Journal of Computer-Mediated Communication, Vol. 5 No. 2, available at: www.ascusc.org/jcmc/vol5/issue2/swaminathan.htm
89. Tamimi, N., Rajan, M. and Sebastianelli, R. (2003), “The state of online retailing”, Internet Research, Applications and Policy, Vol. 13 No. 3, pp. 146-55.
90. Taylor Nelson Sofres (2002), The TNS Interactive – Global eCommerce Report, available at; www.tnsofres.com/ger2002/home.cfm
91. Tsang, T., Durkin, M. and Garvin, J. (2002), “Successful e-marketing: a small business perspective”, Journal of Internet Marketing, Vol. 3 No. 2, available at: www.arraydev.com/commerce/jim/MDurkin011202.htm
92. van Winkel, K.F.B.M. and van Montfort, A.J.G.M. (2002), “The reliable organization – what is significant to prospective consumers?”, Journal of Internet Marketing, Vol. 3 No. 2.
93. Vellido, A., Lisboa, P.J.G. and Meehan, K. (2000), “Quantitative characterization and prediction of online purchasing behavior: a latent variable approach”, International Journal of Electronic Commerce, Vol. 4 No. 4, pp. 83-104.
94. Vrechopoulos, A., O'Keefe, R.M. and Doukidis, G.I. (2000), “Virtual store atmosphere in Internet retailing”, Proceedings of the 13th International Bled Electronic Commerce Conference, Bled, Slovenia, 19-21 June.
95. Wan, H.A. (2000), “Opportunities to enhance a commercial Web site”, Information and Management, Vol. 38, pp. 15-21.
96. Watchfire Whitepaper Series (2000), “Bad things shouldn't happen to good Web sites: best practices for managing the Web experience”, available at: www.watchfire.com/resources/search-and-ye-shall-find.pdf
97. Wikström, S., Carlell, C. and Frostling-Henningsson, M. (2002), “From real world to mirror world representation”, Journal of Business Research, Vol. 55 No. 8, pp. 647-54.