Services purchased at brick and mortar versus online stores, and shopping motivation

Journal of Services Marketing

Volumn 21, Issue 3, 2007, Pages 200-212

  Rajamma, Rajasree K ^a   Paswan, Audhesh K ^b   Ganesh, Gopala ^b  

^a FAIRFIELD UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH TEXAS   (United States)

Author keywords

Consumer behaviour; Electronic commerce; Motivation (psychology); Perception; Retailing

Indexed keywords

EID: 34547448343     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040710746552     Document Type: Article

References (74)

1. Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A. and Wood, S. (1997), "Interactive home shopping: Incentives for consumers, retailers, and manufacturers to participate in electronic market place", Journal of Marketing, Vol. 61, July, pp. 38-53.
2. Arnold, M.J. and Reynolds, K.E. (1997), "Hedonic shopping motivations", Journal of Retailing, Vol. 79 No. 2, pp. 77-87.
3. Babin, B.J., Hardesty, D.M. and Suter, T.A. (2003), "Color and shopping intentions: The intervening effect of price fairness and perceived affect", Journal of Business Research, Vol. 56, pp. 541-51.
4. Bellenger, D.N. and Korgaonkar, P.K. (1980), "Profiling the recreational shopper", Journal of Retailing, Vol. 56 No. 3, pp. 77-92.
5. Berry, L.L. and Gresham, L.G. (1986), "Relationship retailing: transforming customers into clients", Business Horizons, Vol. 29 No. 6, pp. 43-7.
6. Bitner, M.J. (1992), "Servicescapes: The impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56 No. 2, pp. 57-71.
7. Buford, T. (n.d.), "Are you ready for ecommerce?", available at: www.tigerbuford.com/ecommerce (accessed November 11, 2005).
8. Burke, R.R. (1996), "Virtual shopping: Breakthrough in marketing research", Harvard Business Review, Vol. 74 No. 2, pp. 120-31.
9. Burke, R.R. (1997), "Do you see what I see? The future of virtual shopping", Journal of Academy of Marketing Science, Vol. 25 No. 4, pp. 352-60.
10. Burke, R.R. (2002), "Technology and the customer interface: What consumers want in the physical and virtual store", Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 411-32.
11. Childers, T.L., Carr, C.L., Peck, J. and Carson, S. (2001), "Hedonic and utilitarian motivations for online shopping behavior", Journal of Retailing, Vol. 77, pp. 511-35.
12. Crosby, L.A. and Stephens, N. (1987), "Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry", Journal of Marketing Research, Vol. 24 No. 4, pp. 404-11.
13. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in services selling: An interpersonal influence perspective", Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
14. Dawson, S., Bloch, P.H. and Ridgeway, N.M. (1990), "Shopping motives, emotional states, and retail outcomes", Journal of Retailing, Vol. 66 No. 4, pp. 408-27.
15. Deighton, J. (1997), "Commentary on 'Exploring the implications of the internet for consumer marketing'", Journal of the Academy of Marketing Science, Vol. 25 No. 4, pp. 347-51.
16. Dembeck, C. (1999), "E-tailers must answer tough questions", E-Commerce Times, December 29, pp. 1-5.
17. Diderot, D. (1964), "Regrets on parting with my old dressing gown", Rameau's Nephew and Other Works (trans. by Barzun, J. and Brown, R.H.), Bobbs-Merrill, New York, NY, pp. 309-17.
18. Ekeledo, I. and Sivakumar, K. (2004), "The impact of e-commerce on entry-mode strategies of service firms: A conceptual framework and research propositions", Journal of International Marketing, Vol. 12, pp. 46-70.
19. Evanschitzky, H., Iyer, G., Hesse, J. and Ahlert, D. (2004), "E-satisfaction: A re-examination", Journal of Retailing, Vol. 80, pp. 239-47.
20. Garton, P.A. (1995), "Store loyalty? A view of 'differential congruence'", International Journal of Retail & Distribution Management, Vol. 23 No. 12, pp. 29-35.
21. Gounaris, S. and Dimitriadis, S. (2003), "Assessing service quality on the web: Evidence from businesst-to-consumer portals", Journal of Services Marketing, Vol. 17 No. 5, pp. 529-48.
22. Greenspan, R. (2003), "Another banner e-com year expected", April 24, available at: www.cyberatlas.com (accessed January 18, 2005).
23. Greenspan, R. (2004), "Online gaming revenue to quadruple", available at: www.clickz.com (accessed September 7, 2005).
24. Grenberg, P.A. (2000), "Don't forget the online human touch", E-Commerce Times, January 5, pp. 1-5.
25. Hair, J.F., Anderson, R.E., Ronald, S.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Englewood Cliffs, NJ.
26. Halpern, M. (2004), "Shopping by mouse", Marketing (Toronto), Vol. 109 No. 32, p. 4.
27. Heung, V.C.S. (2003), "Internet usage by international travelers: reasons and barriers", International Journal of Contemporary Hospitality Management, Vol. 15 No. 7, pp. 370-8.
28. Hibbert, S. and Tagg, S.K. (2001), "Shopping motivation: investigating the shopping process outcomes of the retail experience at a craft fair", Journal of Marketing Management, Vol. 17, pp. 341-66.
29. Hite, R.E. and Bellizzi, J.A. (1985), "The psychological relationship between self-image, product image, and store image with regard to retailing", Mid-South Business Journal, Vol. 5 No. 2, pp. 7-12.
30. Hoffman, D.L. and Novak, T. (1996), "Marketing in hypermedia computer-mediated environment: Conceptual foundations", Journal of Marketing, Vol. 60, July, pp. 50-68.
31. Hughes, T. and Stone, M. (2002), "The implications of e-commerce for strategy: UK case studies", Journal of Financial Services Marketing, Vol. 6 No. 4, pp. 379-90.
32. Iqbal, Z., Verma, R. and Baran, R. (2003), "Understanding consumer choices and preferences in transaction-based e-services", Journal of Services Research, Vol. 6 No. 1, pp. 51-65.
33. Javalgi, R.G., Martin, C.L. and Todd, P.R. (2004), "The export of e-services in the age of technology transformation: Challenges and implications for international service providers", Journal of Services Marketing, Vol. 18 No. 7, pp. 560-73.
34. Jensen, T., Kees, J., Burton, S. and Turnipseed, F.L. (2003), "Advertised reference prices in an internet environment: Effects on consumer price perceptions and channel search intentions", Journal of Interactive Marketing, Vol. 17 No. 2, pp. 20-33.
35. Katz, J. and Aspden, P. (1997), "Motivations for and barriers to Internet usage: Results of a national public opinion survey", Internet Research: Electronic Networking Applications and Policy, Vol. 7 No. 3, pp. 170-88.
36. Kotler, P. (1973-1974), "Atmospherics as a marketing tool", Journal of Retailing, Winter, pp. 48-64.
37. Koufaris, M., Kambil, A. and LaBarbera, P.A. (2001-2002), "Consumer behavior in web-based commerce: An empirical study", International Journal of Electronic Commerce, Vol. 6 No. 2, pp. 115-38.
38. Lee, E. and Overby, J.W. (2004), "Creating value for online shoppers: Implications for satisfaction and loyalty", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 17, pp. 54-67.
39. Lesser, J.A. and Kamal, P. (1991), "An inductively derived model of the motivation to shop", Psychology & Marketing, Vol. 8 No. 3, pp. 177-96.
40. Levitt, T. (1983), "After the sale is over", Harvard Business Review, Vol. 61 No. 5, pp. 87-93.
41. Lindstrom, M. (2001), "Retailers: No rest for the weary", available at: www.clickz.com (accessed 15 March 2005).
42. Lovelock, C.H. (1983), "Classifying services to gain strategic marketing insights", Journal of Marketing, Vol. 47, Summer, pp. 9-20.
43. Lovelock, C.H. (1996), Services Marketing, 3rd ed., Prentice-Hall, Englewood Cliffs, NJ.
44. McAlister, L. and Pessemier, E. (1982), "Variety seeking behavior: an interdisciplinary review", Journal of Consumer Research, Vol. 9, December, pp. 311-22.
45. McCracken, G. (1988), Culture and Consumption, Indiana University Press, Bloomington, IN.
46. McGann, R. (2004a), "US online travel market to soar", November 10, available at: www.clickz.com (accessed 10 February 2005).
47. McGann, R. (2004b), "Online holiday purchases to grow despite growing security concerns", December 15, available at: www.clickz.com (accessed 10 February 2005).
48. Malhotra, N. (2004), Marketing Research: An Applied Orientation, 4th ed., Prentice-Hall, Englewood Cliffs, NJ.
49. Menon, S. and Kahn, B.E. (1995), "The impact of context on variety seeking in product choices", Journal of Consumer Research, Vol. 22, December, pp. 285-95.
50. Mottl, J.N. (2000a), "E-retail customer service: It's more than just e-mail", September 25, available at: www.informationweek.com (accessed February 10, 2005).
51. Mottl, J.N. (2000b), "Aunt Ethel offers virtual answers at WeTheShoppers.com", September 25, available at: www.informationweek.com (accessed February 10, 2005).
52. Nelson, P. (1974), "Advertising as information", Journal of Political Economy, Vol. 82, pp. 729-54.
53. Nicholls, J.A.F., Li, F., Kranendonk, C.J. and Roslow, S. (2002), "The seven year itch? Mall shoppers across time", Journal of Consumer Marketing, Vol. 19 No. 2, pp. 149-65.
54. Pandya, A.M. and Dholakia, N. (2005), "B2C failures: Toward an innovation theory framework", Journal of Electronic Commerce in Organizations, Vol. 3 No. 2, pp. 68-81.
55. Peterson, R.A., Balasubramanian, S. and Bronnenberg, B.J. (1997), "Exploring the implications of the Internet for consumer marketing", Journal of Academy of Marketing Science, Vol. 25 No. 4, pp. 329-46.
56. Reibstein, D.J. (2002), "What attracts customers to online stores, and what keeps them from coming back?", Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 465-73.
57. Rohm, A.J. and Swaminathan, V. (2004), "A typology of online shoppers based on shopping motivations", Journal of Business Research, Vol. 57 No. 7, pp. 748-58.
58. Samli, A. (1989), Retail Marketing Strategy, Quorum Books, Westport, CT.
59. Schwartz, E. (2002), "Statistics reveal incremental online shopping growth", December 30, available at: www.infoworld.com (accessed February 10, 2005).
60. Semeijn, J., van Riel, A.C.R. and Ambrosini, A.B. (2004), "Consumer evaluations of store brands: Effects of store image", Journal of Retailing and Consumer Services, Vol. 11, pp. 247-58.
61. Sen, S., Block, L.G. and Chandran, S. (2002), "Windows display and consumer shopping decisions", Journal of Retailing and Consumer Services, Vol. 9, pp. 277-90.
62. 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, pp. 153-75.
63. Shim, S., Eastlick, M.A. and Lotz, S. (2000), "Assessing the impact of internet shopping on store shopping among mall shoppers and internet users", Journal of Shopping Center Research, Vol. 7 No. 2, pp. 7-43.
64. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), "A role theory perspective on dyadic interactions: The service encounter", Journal of Marketing, Vol. 49, Winter, pp. 99-111.
65. Stigler, G. (1961), "The economics of information", Journal of Political Economy, Vol. 69, pp. 213-25.
66. Sweeney, J.C. and Lapp, W. (2004), "Critical service quality encounters to the web: An exploratory study", Journal of Services Marketing, Vol. 18 Nos 5/6, pp. 276-89.
67. Taylor, K. (2002), "The impact of the E-Commerce Directive in the area of financial services", Journal of Financial Services Marketing, Vol. 6 No. 4, pp. 391-6.
68. Tsikriktsis, N., Lanzolla, G. and Frohlich, M. (2004), "Adoption of e-processes by service firms: An empirical study of antecedent", Production and Operations Management, Vol. 13 No. 3, pp. 216-29.
69. Werthner, H. and Ricci, F. (2004), "E-commerce and tourism", Communications of the ACM, Vol. 47 No. 12, pp. 101-5.
70. Westbrook, R.A. (1981), "Sources of consumer satisfaction with retail outlets", Journal of Retailing, Vol. 57 No. 3, pp. 68-85.
71. Wolfinbarger, M. and Gilly, M.C. (2001), "Shopping online for freedom, control and fun", California Management Review, Vol. 43 No. 2, pp. 34-55.
72. Zeithaml, V.A. (1981), "How consumer evaluation processes differ between goods and services", in Donnelly, J. (Ed.), The Marketing of Services: Proceedings of the 1981 National Services Conference, Vol. 1981, American Marketing Association, Chicago, IL, pp. 186-90.
73. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), "The nature and determination of customer expectation of service", Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1-12.
74. Zinkhan, G.M. (2002), "Promoting services via the internet: New opportunities and challenges", Journal of Services Marketing, Vol. 16 No. 5, pp. 412-23.