Softcover reprint of the original 1st ed. 2003, XXII, 361p. 18 illus..
Springer eBooks may be purchased by end-customers only and are sold without copy protection (DRM free). Instead, all eBooks include personalized watermarks. This means you can read the Springer eBooks across numerous devices such as Laptops, eReaders, and tablets.
You can pay for Springer eBooks with Visa, Mastercard, American Express or Paypal.
After the purchase you can directly download the eBook file or read it online in our Springer eBook Reader. Furthermore your eBook will be stored in your MySpringer account. So you can always re-download your eBooks.
Technology is changing the way customers and companies interact. How consumer purchasing behavior is affected by the use of technologies which enable them to purchase independently of direct service employee contact - i.e., by shopping via a technological interface rather than in a brick-and-mortar shop - is of great interest to corporations.
Roberta C. Nacif investigates the behavioral consequences of self-service purchases when consumers shop via the Internet. She explores the effects that customers' assessments of service encounters experiences (attitudes) and transactional history (prior behavior) have on their subsequent purchase behavior. She analyzes two aspects of repurchase behavior: customers' decision of whether or not to repurchase from the same retailer and customers' decision about how much money to spend. The author develops a framework describing the motivations of customers to engage in relational market behavior and tests this framework with individualized customer data obtained from a major European online retailer.
1 Introduction.- 1.1 Problem description.- 1.2 Research Aim.- 1.3 Structure of the Thesis.- 2 Conceptual Foundations.- 2.1 Service Encounters.- 2.2 Self-service Technology Research.- 2.3 The Internet as a Self-service Technology.- 3 Concept and Importance of Repatronage Decisions.- 4 Conceptual Development of a Repatronage Decision Framework.- 4.1 Relational Market Behavior: Analysis of the Customer Perspective.- 4.2 Relevant Theoretical Concepts.- 4.2.1 Behavioral Theories.- 220.127.116.11 Learning Theories.- 18.104.22.168 Information Processing Theories of Consumer Choice.- 22.214.171.124 Risk Theory.- 126.96.36.199 Cognitive Consistency Theories.- 188.8.131.52 Theory of Reasoned Action.- 184.108.40.206 Equity and Social Exchange Theory.- 220.127.116.11 Summary of Behavioral Theories.- 4.2.2 Economic Theories.- 18.104.22.168 Transaction Cost Economics Framework.- 22.214.171.124 Agency Theory.- 126.96.36.199 Summary of Economic Theories.- 4.2.3 Behavioral and Economic Theories and the Antecedents of Repatronage Decisions.- 4.3 Repatronage Decision Modelling: Analysis of Antecedents.- 4.3.1 Customers’ Electronic Service Quality Perception.- 4.3.2 Customer Satisfaction.- 4.3.3 Trust.- 4.3.4 Behavioral Intentions.- 4.3.5 Effect of Decreasing Comparability of Alternatives.- 4.3.6 Justice Perceptions.- 4.3.7 Product Familiarity.- 4.3.8 Customer Behavior that Signals Bonding.- 4.4 Summary of Hypotheses.- 5 Repatronage Decisions as an Empirical Problem.- 5.1 The Study Design.- 5.1.1 Methodology.- 188.8.131.52 Behavioral Intent Modelling.- 184.108.40.206 Incidence Response Modelling.- 220.127.116.11 Usage Levels Decision Modelling.- 5.1.2 Research Design.- 5.1.3 Data Collection Procedure.- 5.2 Operationalization and Measurement of Constructs.- 5.2.1 Methodological Considerations Regarding the Measurement of the Constructs.- 18.104.22.168 Assessing Content and Face Validity.- 22.214.171.124 Assessing Construct Reliability.- 126.96.36.199 Assessing Construct Convergent Validity.- 188.8.131.52 Assessing Discriminant Validity.- 184.108.40.206 Assessing the Model Parameters.- 220.127.116.11 Summary of Construct Evaluation Criteria.- 5.2.2 Operationalization and Validation of Constructs.- 18.104.22.168 Questionnaire Design.- 22.214.171.124 Operationalization of Endogenous Constructs.- 126.96.36.199 Measurement and Validation of Exogenous Constructs.- 188.8.131.52 Discriminant Validity of Exogenous Constructs.- 184.108.40.206 Measures Overview.- 5.2.3 Sample Description.- 5.3 Model Estimation and Results.- 5.3.1 Logistic Regression Model of Customers’ Repurchase Behavior.- 220.127.116.11 The ‘Full’ Logistic Regression Model.- 18.104.22.168 Results of an Alternative Model.- 22.214.171.124 Cross-Validation of Results.- 5.3.2 Tobit Model of Usage Levels Decision.- 5.4 Discussion of Empirical Findings.- 6 Conclusion.- 6.1 Summary of Findings.- 6.2 Managerial Implications.- 6.3 Limitations and Future Research Directions.- A Internet Statistics.- B Questionnaire.- C Comparison Between Groups.- References.