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Marketing Letters

Erschienen in:

01.06.2015

Impact of satisfaction with e-retailers’ touch points on purchase behavior: the moderating effect of search and experience product type

verfasst von: Jeen-Su Lim, Abdulrahman Al-Aali, John H. Heinrichs

Erschienen in: Marketing Letters | Ausgabe 2/2015

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Abstract

This study develops and tests a consumer touch-point satisfaction model of online purchase. The model captures the moderating effect of search and experience product type on the relationships among the satisfaction with two of the e-retailer’s touch points (e-shopping site and social media sites), loyalty intention, and purchase. Analysis results show significant moderating effect of product type on these relationships. The results show that the effect of e-shopping site satisfaction on loyalty intention and the effects of social media site satisfaction as well as loyalty intention on purchase are stronger for search products than for experience products. However, the effect of social media sites’ satisfaction on loyalty intention is stronger for experience products than that of search products. The paper concludes with a discussion of managerial implications, limitations, and future research directions.

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Titel: Impact of satisfaction with e-retailers’ touch points on purchase behavior: the moderating effect of search and experience product type
verfasst von: Jeen-Su Lim
Abdulrahman Al-Aali
John H. Heinrichs
Publikationsdatum: 01.06.2015
Verlag: Springer US
Erschienen in: Marketing Letters / Ausgabe 2/2015
Print ISSN: 0923-0645
Elektronische ISSN: 1573-059X
DOI: https://doi.org/10.1007/s11002-014-9334-x

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