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 to...

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,...

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 literature....

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 – 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...

Firms gain many benefits from well-designed websites. But which elements of website design quality really matter, and how do these elements influence usage behavior? With the Unified Theory of Acceptance and Use of Technology (UTAUT) as the theoretical foundation, this paper proposes that...

Despite making significant investments in enhancing the customer service experience, long-term customer loyalty remains an elusive dream for many service providers. Particularly in the telecommunications industry, switching providers even from within continuous contract relationships is easy and...

Popular metrics such as the Net Promoter Score (NPS) highlights many benefits of word of mouth (WOM) to firms. Is WOM all it is claimed to be? Building on social identity theory, this research develops a conceptual model of WOM exchange in social settings and tests the model with customer...