Multichannel versus pure e-tailers in korea: Evaluation of online store attributes and their impacts on e-loyalty

International Review of Retail, Distribution and Consumer Research

Volumn 20, Issue 2, 2010, Pages 217-236

  Jin, Byoungho ^a   Kim, Jiyoung ^b  

^a UNIVERSITY OF NORTH CAROLINA AT GREENSBORO   (United States)

^b UNIVERSITY OF NORTH TEXAS   (United States)

Author keywords

E loyalty; Multichannel retailing; Online store attributes

Indexed keywords

EID: 77951724866     PISSN: 09593969     EISSN: 14664402     Source Type: Journal    
DOI: 10.1080/09593961003701825     Document Type: Article

References (47)

1. Abbott, A., K.-P. Chiang, Y.-S. Hwang, J. Paquin, and D. Zwick. 2000. The process of on-line store loyalty formation. Advances in Consumer Research 27: 145-150.
2. Bendoly, E., J.D. Blocher, K.M. Bretthauer, S. Krishnan, and M.A. Venkataramanan. 2005. Online/in-store integration and customer retention. Journal of Service Research 7, no. 4: 313-327.
3. Berman, B., and S. Thelen. 2004. A guide to developing and managing a well-integrated multichannel retail strategy. International Journal of Retail and Distribution Management 32, no. 3: 147-156.
4. Burt, S., and L. Sparks. 2003. E-commerce and the retail process: A review. Journal of Retailing and Consumer Service 10: 275-286.
5. Buy.gov. 2006. Korea Electronic Commerce. http://www.buyusa.gov/korea/en/electroniccommerce.html. (accessed April 2009).
6. Cao, Y., and H. Zhao. 2004. Evaluation of e-tailers' delivery fulfillment: Implications of firm characteristics and buyer heterogeneity. Journal of Service Research 6, no. 4: 347-360.
7. Choi, J., and J. Park. 2006. Multichannel retailing in Korea. International Journal of Retail & Distribution Management 34, no. 8: 577-596.
8. Deighton, J. 1996. The future of interactive marketing. Harvard Business Review 74, no. 6: 151-160.
9. Douglas, S.P., and E.J. Nijssen. 2003. On the use of "borrowed" scales in cross-cultural research: A cautionary note. International Marketing Review 20, no. 6: 621-642.
10. Enders, E., and T. Jalessi. 2000. The converging business models of Internet and bricks-and- mortar retailers. European Management Journal 18, no. 5: 542-550.
11. Gulati, R., and J. Garino. 2000. Get the right mix of bricks and clicks. Harvard Business Review 78, no. 3: 107-114.
12. Hair, J.F., R.E. Anderson, R.L. Tatham, and W.C. Black. 1998. Multivariate data analysis, 5th ed. Upper Saddle River, NJ: Prentice Hall.
13. Hoffman, D.L., T.P. Novak, and M.A. Peralta. 1999. Information privacy in the market space: Implications for the commercial uses of anonymity on the web. The Information Society 15, no. 2: 129-140.
14. Hopkins, C.D., S.J. Grove, M.A. Raymond, and M.C. LaForge. 2009. Designing the e-Servicescape: Implications for online retailers. Journal of Internet Commerce 8, no. 1/2: 23-43.
15. Johnson, J., and J. Dinardo. 1997. Econometric methods, 4th ed. New York, NY: McGraw-Hill.
16. Kilcourse, B. 2008. Finding the integrated multi-channel retailer. Retail Systems Research. http://www-03.ibm.com/industries/retail/us/detail/resource/U711915T28579M12.html (accessed March 2009).
17. Korea Information Strategy Development Institute. 2004. Report on Korean internet retailing market. http://www.kisdi.re.kr (in Korean). (accessed March 2009).
18. Korea National Statistical Office. 2006. Statistics for Cyber shopping malls. http://www.nso.go.kr/ (accessed March 2009)
19. Korea National Statistical Office. 2008. E-commerce and Cyber Shopping Survey in 2008 and in the Fourth Quarter 2008. http://www.nso.go.kr/eng2006/e010000/e01b_0000/e01ba_0000/e01ba_0000.html?method=view&board_id=104&seq= 115&num= 115. (accessed March 2009).
20. Korgaonkar, P.A., and E.J. Karson. 2007. The influence of perceived product risk on consumers' e-tailer shopping preference. Journal of Business Psychology 22: 55-64.
21. Kuttner, R. 1993. The net: A market too perfect for profits. Business Week 35, no. 77: 20.
22. Lindquist, J.D. 1974-1975. Meaning of image: A survey of empirical and hypothetical evidence. Journal of Retailing 50: 29-43.
23. Lohse, G.L., and P. Spiller. 1999. Internet retail store design: How the user interface influences traffic and sales. Journal of Computer Mediated Communication 5, no. 2. http://jcmc.indiana.edu.proxy.lib.ohio-state.edu/issues.html.
24. Min, S., and M. Wolfinbarger. 2005. Market share, profit margin and marketing efficiency of early movers, bricks and clicks, and specialists in e-commerce. Journal of Business Research 58, no. 8: 1030-1039.
25. Montoya-Weiss, M.M., G.B. Voss, and D. Grewal. 2003. Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Academy of Marketing Science 31, no. 4: 448-458.
26. Nunnally, J.C., and I.H. Bernstein. 1994. Psychometric theory, 3rd ed. New York, NY: McGraw-Hill.
27. OECD. 2008. Broadband growth and policies in OECD Countries. OECD Ministerial Meeting on the Future of the Internet Economy, Seoul, Korea, June 2008.
28. Park, G. 2004. The richer got richer in Internet shopping. The Biznet Times, June 7. http:// www.biznettimes.com (in Korean).
29. Park, J.H., and L. Stoel. 2005. Internet apparel shopping: The effect of brand familiarity and product information on perceived risk and purchase intention. International Journal of Retail & Distribution Management 33, no. 2: 148-160.
30. Paulins, V.A., and L.V. Geistfeld. 2003. The effect of consumer perceptions of store attributes on apparel store preference. Journal of Fashion Marketing and Management 7, no. 4: 371-385.
31. Peterson, M., G. Gregory, and J.M. Munch. 2005. Comparing US and European perspectives on B2B repair service quality for mission-critical equipment. International Marketing Review 22, no. 3: 353-368.
32. Porter, M.E. 2001. Strategy and the internet. Harvard Business Review 79: 63-78.
33. Reichheld, F.F. 1993. Loyalty based management. Harvard Business Review 71, no. 2: 64-73.
34. Reichheld, F.F., and P. Schefter. 2000. E-loyalty your secret weapon on the Web. Harvard Business Review 78, no. 4: 105-113.
35. Riel, A.C.R., V. Liljander, and P. Jurriens. 2001. Exploring consumer evaluations of e-services: A portal site. International Journal of Service Industry Management 12, no. 4: 359-377.
36. Samsung Economic Research Institute. 2004. SERI Economic Focus, Vol. 11.
37. Shankar, V., A.K. Smith, and A. Rangaswamy. 2003. Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing 20: 153-175.
38. Sonneck, P. 2005. Future trends of multi channel retailing. In Retailing in the 21st century, ed. M. Krafft, and M.K. Mantrala. New Tork, NY: Springer.
39. Srinivasan, S.S., R. Anderson, and K. Ponnavolu. 2002. Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing 78, no. 1: 41-50.
40. Stone, M., M. Hobbs, and M. Khaleeli. 2002. Multichannel customer management: The benefits and challenges. Journal of Database Management 10, no. 1: 39-52.
41. Szymanski, D.M., and R.T. Hise. 2000. E-satisfaction: An initial examination. Journal of Retailing 36, no. 3: 309-322.
42. Urban, G.L., F. Sultan, and F. Qualls. 2000. Placing trust at the center of your internet strategy. Sloan Management Review 42, no. 1: 39-48.
43. Vishwanath, V., and G. Mulvin. 2001. Multi-channels: The real winners in B2C Internet wars. Business Strategy Review 12, no. 1: 25-33.
44. Wallace, D.W., J.L. Giese, and J.L. Johnson. 2004. Customer retailer loyalty in the context of multiple channel strategies. Journal of Retailing 80: 249-263.
45. Wolfinbarger, M., and M.C. Gilly. 2003. eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing 79, no. 3: 183-198.
46. Xing, Y., and D.B. Grant. 2006. Developing a framework for measuring physical distribution service quality of multi-channel and "pure player" internet retailers. International Journal of Retail & Distribution Management 34, no. 4/5: 278-289.
47. Yoon, S.J. 2002. The antecedents and consequences of trust in online-purchase decisions. Journal of Interactive Marketing 16, no. 2: 47-63.