Explore the vast range of titles available.

Purpose – The purpose of this paper is to investigate the effects of online shopping experience and habit in relation to adjusted expectations for enhancing online repurchase intention. Design/methodology/approach – The authors employed partial least square (PLS) as a technique used to analyze the measurement and structural models. Data for this research were collected from 240 Taiwanese online shoppers who had experienced online shopping at least four times. Findings – The result of this study indicates that online shopping habit acts as a moderator of both customer satisfaction and adjusted expectations, whereas online shopping experience can be considered a key driver for customer satisfaction. Furthermore, the research findings confirm that customer satisfaction is a vital driver of adjusted expectations and online repurchase intention. Adjusted expectations do mediate the impact of online repurchase intention. Research limitations/implications – This paper highlights the effect of online shopping experience and online shopping habit on enhancing repurchase intention. The result implies that the acquisition of usage experience and spontaneous purchases not only leads to higher customer satisfaction and customer expectations, but also strengthens online repurchase intention. The use of self-report scales suggests the possibility of a common method bias. Future studies may further test the robustness of this study in the interplay of experience and habit to shed more light on their relative importance in explaining online repurchase intention. Originality/value – This study extends expectancy-disconfirmation paradigm, especially in the context of online shopping, by emphasizing cognitive, affective, and behavioral change on the attitude-intention behavior of online shoppers.

Online consumers are uncertain about subjective product quality (e.g., fit and feel of clothing and texture of materials) because of the absence of experiential information. In this paper, we examine the dynamic change of the products purchased online over time in the presence of this type of uncertainty. Using individual-level transaction data, we find that consumers purchase products with a high degree of product uncertainty as their online shopping experiences help them better estimate product quality. Our results also show that the average and highest prices of market baskets decrease (around 1%) when online shopping experience increases (10%). This implies that online consumers are reluctant to buy expensive products with only digitally transferred information, whereas they tend to purchase more of the cheaper products online along with their accumulated online shopping experience. We also verify the interaction effects of product uncertainty and product price on online consumers’ purchase decision. When online consumers buy products priced under $50, they readily buy products with a high degree of product uncertainty regardless of their online shopping experience. But consumers are unlikely to buy expensive products online if there is a high degree of product uncertainty, even when they have accumulated much online shopping experience. In addition, we find that online vendors can effectively overcome product-level uncertainty by taking advantage of retailer reputation in the physical world and through the use of digitized video commercials. Our study on the dynamics in the set of products purchased online expands the understanding of consumer purchase behavior under uncertainty. This paper was accepted by Lorin Hitt, information systems .

In the last few years, it is clear that changes in technologies have altered the ways people shop across the globe, particularly through the Internet. Online shopping experience represents one of these ways, presenting opportunities for people to shop online. However, online store owners are quite concerned about how online shopping experiences seem to influence customer attitudes. In this regard, this research investigates the relationships between the online shopping experience, the attitude towards online shopping, and e-customer engagement. A survey questionnaire was distributed to 342 online customers shopping in Saudi Arabia, through Google form survey procedure. The application of SPSS, and structural equation methods shows two results. On the one hand, providing a positive online shopping experience leads to cultivating a favorable attitude toward online purchasing, and consequently improving e-customer engagement. Gender, on the other hand, has no effect on the impact of online buying experience, and attitude towards online shopping on e-customer engagement.

An online shopping intermediary is an Internet platform on which consumers and third-party sellers transact. Shopping intermediaries provide a search environment (e.g., search aids) to lower the search costs incurred by consumers when finding and evaluating sellers’ products. We study strategic incentives of an intermediary in the design of its search environment as a means to ease search costs. An important aspect of our analysis is that consumers optimally decide how many sellers to evaluate and how deeply (e.g., number of attributes) to evaluate each of them. We find that the equilibrium search environment embeds sufficiently high search costs to prevent consumers from evaluating too many sellers, but not too high to cause them to evaluate sellers’ products at partial depth. This paper was accepted by J. Miguel Villas-Boas, marketing .

In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Specifically, we argue and empirically demonstrate that although conceptually distinct, online shopping habit and online shopping experience have similar effects on repurchase intention. They both have positive mediated effects through satisfaction and moderate the relationship between satisfaction and online repurchase intention. The results of a survey study involving 122 online customers provide strong support for our research model. We also identify after-sale service, transaction efficiency, security, convenience, and cost savings as important online shopping usefulness drivers. Theoretical and practical implications include establishing a contingency theory to more fully explain online customer retention as well as guidelines for development of customer relationship management initiatives.

PurposeSingles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.Design/methodology/approachA two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.FindingsThe findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.Originality/valueThis paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.

The purpose of this research is to determine the relationship between theory of planned behavior (TPB) and technology acceptance model (TAB) elements and consumer purchase intention. Consumer purchase intention mediates the relationship between TPB and TAM elements and online shopping behavior. Moderating role of trust and commitment determined between consumer purchase intention and online shopping behavior. PLS-SEM technique used in analyzing data that collected from students and lecturer of the higher education commission (HEC) recognized universities in Punjab, Pakistan. The current research attempts to examine the role of perceived usefulness, perceived ease of use, attitude, subjective norms, perceived behavioral control, trust, commitment, and consumer purchase intention in predicting actual behavior of consumers by integrating three pre-established frameworks of TAM and TPB theory. Findings reveal that perceived usefulness, perceived ease of use, attitude, subjective norms, and perceived behavioral control have a positive and significant influence on consumer purchase intention. Consumer purchase intention (CPI) mediates between all five independent constructs and online shopping behavior (OSB). Commitment and trust significantly moderate the relationship between consumer purchase intention and internet shopping behavior also has a direct influence on online shopping behavior.

Despite placing items in virtual shopping carts, online shoppers frequently abandon them —an issue that perplexes online retailers and has yet to be explained by scholars. Here, we identify key drivers to online cart abandonment and suggest cognitive and behavioral reasons for this non-buyer behavior. We show that the factors influencing consumer online search, consideration, and evaluation play a larger role in cart abandonment than factors at the purchase decision stage. In particular, many customers use online carts for entertainment or as a shopping research and organizational tool, which may induce them to buy at a later session or via another channel. Our framework extends theories of online buyer and non-buyer behavior while revealing new inhibitors to buying in the Internet era. The findings offer scholars a broad explanation of consumer motivations for cart abandonment. For retailers, the authors provide suggestions to improve purchase conversion rates and multi-channel management.

In the present study, the Turkish version of the Craving for Online Shopping Scale (TCOSS) was developed by modifying items on the Penn Alcohol Craving Scale (PACS). The sample comprised 475 adult volunteers (233 women and 242 men) from three different non-clinical samples recruited online. The structure validity of the TCOSS was examined utilizing exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and criterion validity testing. The EFA showed that the TCOSS had a unidimensional structure that explained 80% of the total variance. The five-item unidimensional structure of the TCOSS then underwent further testing using two different samples. First, the structure of the TCOSS was tested using CFA, which confirmed the unidimensional factor structure. Second, measurement invariance of the TCOSS was conducted through structural invariance, metric invariance, and scalar invariance across different samples. This demonstrated the TCOSS had measurement invariance across different samples (CFA and criterion validity samples). Criterion validity of the TCOSS was tested using the Internet Addiction Test-Short Form, Brief Self-Control Scale, Compulsive Online Shopping Scale, Positive and Negative Affect Schedule, and self-reported personal information. According to the criterion validity results, the TCOSS assessed the structure it targets. Cronbach’s α internal consistency coefficients of the TCOSS were .94 in the EFA sample, .94 in the CFA sample, and .96 in the criterion validity sample. When validity and reliability analysis of the TCOSS are considered as a whole, it is concluded that the TCOSS is a valid and reliable scale for assessing craving for online shopping among online shoppers.

Online shopping (e-shopping) has been growing steadily in recent years; however, the COVID-19 pandemic resulted in a sudden increase in this growth. This study compares the in-store shopping and e-shopping frequencies within three distinct periods, i.e., before, during, and after the COVID-19 pandemic. It further investigates the frequencies and determinants of e-shopping across the three periods. The data on the in-store shopping and e-shopping frequencies for four different product categories, i.e., grocery, household essentials, electronics, and clothes, were collected through an online questionnaire in Bahrain, resulting in a total of 401 valid responses. Wilcoxon signed-rank tests were conducted to compare the frequencies of in-store shopping and e-shopping within the three periods as well as the frequencies of e-shopping across the three periods. The effects of the determinants of e-shopping were evaluated using chi-square tests. The results revealed that e-shopping experienced a temporary surge during the COVID-19 pandemic, returning to pre-pandemic levels afterward. The frequency of e-shopping varied across product categories and periods, and e-shopping during the pandemic was higher than before. However, no significant difference was found between the periods during and after the pandemic. This study provides insights for urban and transport planners regarding the frequencies and determinants of e-shopping behavior in the context of pandemics.