Purpose – The primary purpose of this paper is to bring together apparently disparate and yet interconnected strands of research and present an integrated model of e‐consumer behaviour. It has a secondary objective of stimulating more research in areas identified as still being...

Purpose – This paper seeks to examine the antecedents of online shopper excitement, its consequences for behavioural intentions as expressed by intent to return, and positive word‐of‐mouth communication. Design/methodology/approach – A conceptual model is developed based on the...

Purpose – This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and...

Purpose – The last ten years have seen a gradual withdrawal of retail facilities from many local areas and the consequent growth of “shopping deserts” resulting in social and health disbenefits. The purpose of this paper is to examine the potential for e‐shopping to fill the vacuum and...

Purpose – The purpose of this paper is to examine the purchase intentions of online retail consumers, segmented by their purchase orientation. Design/methodology/approach – An e‐mail/web survey was addressed to a consumer panel concerning their online shopping experiences and motivations,...