Purpose – The purpose of this paper is to develop and evaluate an approach to managerially monitoring customer‐experienced value of e‐services. The need for this study is based on a lack of models of e‐service value applying a value‐in‐use approach on the one hand, and on the other...

Purpose – The internet driven information revolution is frequently cited as one of the key drivers (re‐)shaping contemporary consumption. In particular, the internet has been seen as disrupting established conventions in professional services. Popularly, it has been viewed as a liberating...

Purpose – The purpose of this paper is to examine the issue of the influential factors of buyer satisfaction and loyalty toward online auction web sites and online auction sellers. Customers' loyalty toward the online auction web site and seller is also explored. Design/methodology/approach...

Purpose – The purpose of this paper is to examine a comprehensive model explaining how web site design influences consumer's emotional and cognitive responses and contributes to satisfaction and word‐of‐mouth (WOM) communication in an online shopping context. Design/methodology/approach...

Purpose – The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction and e‐shopping intention); and test the moderating effects of consumer experiential e‐shopping...

Purpose – The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e‐service product innovation. Design/methodology/approach – Data were collected from 118 financial firms in Taiwan. IT managers...

Purpose – The purpose of this paper is to identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping. Design/methodology/approach – The authors first employ in‐depth focus...

Coupons, in the form of “promotion codes”, are now a mainstay of the online shopping experience, but online coupon redemption differs substantively from that in traditional retailing. Offline redemption of coupons is customer‐initiated while Internet shoppers are usually prompted to enter...

This paper investigates prices of consumer electronics sold on the Web by both online‐only retailers (Dotcoms) and the online branches of multi‐channel retailers (MCRs). Surprisingly, it finds that Dotcoms charge higher price than MCRs, a conclusion contradictory to the results of most of...

Purpose – The purpose of this study is to explore the factors leading to the consumer's propensity to abandon the shopping cart at the transaction completion stage. Design/methodology/approach – Data were collected using a self‐administered survey distributed through the internet. The...