TY - JOUR
T1 - Assessing customers' perceived value of the online channel of multichannel retailers
T2 - A two country examination
AU - Carlson, Jamie
AU - O'Cass, Aron
AU - Ahrholdt, Dennis
PY - 2015/11/1
Y1 - 2015/11/1
N2 - Given the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailer's requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty.
AB - Given the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailer's requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty.
KW - Customer perceived value
KW - Loyalty
KW - Multi-channel retail
KW - Multi-country research
KW - Online channel
KW - Satisfaction
UR - http://www.scopus.com/inward/record.url?scp=84940491811&partnerID=8YFLogxK
U2 - 10.1016/j.jretconser.2015.07.008
DO - 10.1016/j.jretconser.2015.07.008
M3 - Article
AN - SCOPUS:84940491811
SN - 0969-6989
VL - 27
SP - 90
EP - 102
JO - Journal of Retailing and Consumer Services
JF - Journal of Retailing and Consumer Services
ER -