Promises, promises: How consumers respond to warranties in internet retailing

Journal of Consumer Affairs

Volumn 40, Issue 2, 2006, Pages 236-260

  Lwin, May O ^a   Williams, Jerome D ^b  

^a NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

^b UNIVERSITY OF TEXAS AT AUSTIN   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33748323106     PISSN: 00220078     EISSN: 17456606     Source Type: Journal    
DOI: 10.1111/j.1745-6606.2006.00057.x     Document Type: Article

References (46)

1. Akaah, I.P. and P.K. Korgaonkar. 1988. A Conjoint Investigation of the Relative Importance of Risk Relievers in Direct Marketing. Journal of Advertising Research, 28 (4): 38-44.
2. Alba, J., J. Lynch, B. Weitz, C. Janiszewski, R. Lutz, A. Sawyer, and S. Wood. 1997. Interactive Home Shopping: Consumer, Retailer and Manufacturer Incentives to Participate in Electronic Marketplaces. Journal of Marketing, 6 (July): 38-53.
3. Balabanis, G. and S. Vassileiou. 1999. Some Attitudinal Predictors of Home-Shopping through the Internet. Journal of Marketing Management, 15 (June): 361-385.
4. Barsky, J. 1995. Guarantee; Warranty; Loyalty. Marketing Tools, 2 (6): 72-74.
5. Bettman, J.R. 1973. Perceived Risk and Its Components: A Model and Empirical Test. Journal of Marketing Research, 10 (May): 184-190.
6. Boulding, W. and A. Kirmani. 1993. A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality? Journal of Consumer Research, 20 (June): 111-123.
7. Caudill, E.M. and P.E. Murphy. 2000. Consumer Online Privacy: Legal and Ethical Issues. Journal of Public Policy & Marketing, 19 (Spring): 7-19.
8. Chu, Wujin, Beomjoon Choi, and Mee Ryoung Song. 2005. The Role of On-line Retailer Brand and Infomediary Reputation in Increasing Consumer Purchase Intention. International Journal of Electronic Commerce, 9 (Spring): 115-127.
9. Chu, W. and W. Chu. 1994. Signaling Quality by Selling Through a Reputable Retailer: An Example of Renting the Reputation of Another Agent. Marketing Science, 13 (Spring): 177-189.
10. Cobb-Walgren, C.J., C.A. Ruble, and N. Donthu. 1995. Brand Equity, Brand Preference, and Purchase Intent. Journal of Advertising, 24 (Fall): 25-40.
11. Cox, D.F. and S.U. Rich. 1967. Perceived Risk and Consumer Decision Making - The Case of Telephone Shopping. In Risk Taking and Information Handling in Consumer Behavior, edited by Donald F. Cox (487-506). Boston: Harvard University Press.
12. Dawar, N. and P. Parker. 1994. Marketing Universals: Consumers' Use of Brand Name, Price, Physical Appearance, and Retailer Reputation as Signals of Product Quality. Journal of Marketing, 58 (April): 81-95.
13. Derbaix, C. 1983. Perceived Risk and Risk Relievers: An Empirical Investigation. Journal of Economic Psychology, 3 (1): 19-38.
14. Dodds, W.B., K.B. Monroe, and D. Grewal. 1991. Effects of Price, Brand and Store Information on Buyers' Product Evaluations. Journal of Marketing Research, 28 (August): 307-319.
15. Dowling, G.R. 1985. The Effectiveness of Advertising Explicit Warranties. Journal of Public Policy & Marketing, 4, 142-152.
16. Dowling, G.R. and R. Staelin. 1994. A Model of Perceived Risk and Intended Risk-handling Activity. Journal of Consumer Research, 21 (1): 119-134.
17. Erevelles, S., A. Roy, and S.L. Vargo. 1999. The Use of Price and Warranty Cues in Product Evaluation: A Comparison of U.S. and Hong Kong Consumers. Journal of International Consumer Marketing, 11 (3): 67-91.
18. Forrester Research. 2001. Digital Marketing Will Reach $63, Billion in the US, While Online Advertising Alone Will Rise to $42 Billion Worldwide by 2005. Forrester Research Inc., Cambridge, MA.
19. Gerner, Jennifer L. and W. Keith Bryant. 1981. Appliance Warranties as a Market Signal. The Journal of Consumer Affairs, 15 (Summer): 75-86.
20. Grewal, D., R. Krishnan, J. Baker, and N. Borin. 1998. The Effect of Store Name, Brand Name and Price Discounts on Consumers' Purchase Intentions. Journal of Retailing, 74 (Fall): 331-352.
21. Hamilton, J. and R. Petty. 2001. The European Union's Consumer Guarantees Directive. Journal of Public Policy & Marketing, 20 (Fall): 289-296.
22. Hawes, J.M. and J.R. Lumpkin. 1986. Perceived Risk and the Selection of Retail Store Patronage Mode. Journal of the Academy of Marketing Science, 14 (Winter): 37-42.
23. Hof, R.D. 2001. Amazon's Go-Go Growth? Gone. Business Week, (February) 3719: 39.
24. Innis, D.E. and H.R. Unnava. 1991. The Usefulness of Product Warranties for Reputable and New Brands. In Advances in Consumer Research, 18, edited by Rebecca H. Holman and Michael R. Solomon (317-322). Provo, UT: Association for Consumer Research.
25. Keller, K.L. 2002. Building, Measuring, and Managing Brand Equity. 2nd edition. Englewood, NJ: Prentice-Hall.
26. Kelley, C.A. 1988. An Investigation of Consumer Product Warranties as Market Signals of Product Reliability. Journal of the Academy of Marketing Science, 16 (Spring): 72-78.
27. Levy, M. and B.A. Weitz. 2001. Retailing Management. Boston: McGraw-Hill/Irwin.
28. Lynch, P.D. and J.C. Beck. 2001. Profiles of Internet Buyers in 20 Countries: Evidence for Region-Specific Strategies. Journal of International Business Studies, 32 (4): 725-748.
29. Market Wire. 2005. U.S. E-Commerce Growth to Significantly Outpace Total Retail Spending. New York, http://web.lexis-nexis.com (accessed July 19, 2005), Market Wire Inc.
30. Mathwick, C., N. Maholtra, and E. Rigdon. 2001. Experiential Value: Conceptualization, Measurement, and Application in the Catalog and Internet Shopping Environment. Journal of Retailing, 77 (1): 39-56.
31. Mitchell, V. 1999. Consumer Perceived Risk: Conceptualisations and Models. European Journal of Marketing, 33 (1-2): 163-195.
32. Miyazaki, A.D. and A. Fernandez. 2001. Consumer Perceptions of Privacy and Security Risks for Online Shopping. Journal of Consumer Affairs, 35 (1): 27-44.
33. Peter J. Paul and Lawrence X. Tarpey. 1975. An Investigation of Perceived Risk in the Brand Level. Journal of Marketing Research, 13 (May): 184-188.
34. Purohit, D. and J. Srivastava. 2001. Effect of Manufacturer Reputation, Retailer Reputation, and Product Warranty on Consumer Judgments of Product Quality: A Cue Diagnosticity Framework. Journal of Consumer Psychology, 10 (3): 123-134.
35. Rao, A. and K. Monroe. 1989. The Effect of Price, Brand Name and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review. Journal of Marketing Research, 26 (August): 351-357.
36. Riera, J. 2002. Bumper Christmas Heralds Coming of Age for e-Tailers. Retail Week, February 8.
37. Roselius, T. 1971. Consumer Rankings of Risk Reduction Methods. Journal of Marketing, 35 (January): 56-61.
38. Sauer, C. and S. Burton. 1999. Is There a Place for Department Stores on the Internet? Lessons from an Abandoned Pilot. Journal of Information Technology, 14 (December): 387-398.
39. Schiffman, Leon G. and Leslie Lazar Kanuk. 1987. Consumer Behavior. Englewood Cliffs, NJ: Prentice-Hall.
40. Shimp, T.A. and W.O. Bearden. 1982. Warranty and Other Extrinsic Cue Effects on Consumers' Risk Perceptions. Journal of Consumer Research, 9 (June): 38-46.
41. Spears, Nancy and Surendra N. Singh. 2004. Measuring Attitude Toward the Brand and Purchase Intentions. Journal of Current Issues & Research in Advertising, 26 (Fall): 53-66.
42. Stewart, D.W. and Q. Zhao. 2000. Internet Marketing, Business Models, and Public Policy. Journal of Public Policy & Marketing, 19 (Fall): 287-296.
43. Tan, S.J. 1999. Strategies for Reducing Consumers' Risk Aversion in Online Shopping. Journal of Consumer Marketing, 16 (2): 163-180.
44. Van den Poel, D. and J. Leunis. 1995. The Impact of Price, Branding and Money-Back Guarantee on Store Choice. Proceedings of the 8th International Conference on Research in the Distributive Trades. Milan, Italy: Universita' Bocconi, pp. B4.21-B4.29.
45. _. 1999. Consumer Acceptance of the Internet as a Channel of Distribution. Journal of Business Research, 45 (March): 249-256.
46. Zeithaml, V.A. 1988. Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (July): 2-22.