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Perceptions of Technical and Social Presence Towards Customers Trust and Value: Click-And-Brick Versus Pure-Click Retailers

ASEAN Marketing Journal

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Field Value
 
Title Perceptions of Technical and Social Presence Towards Customers Trust and Value: Click-And-Brick Versus Pure-Click Retailers
 
Creator Joshua Jeffrey Kurniawan
Adrian Achyar
 
Subject —
 
Description Manuscript type: EmpiricalResearch Aims: Sellers/retailers understand that there is always a risk behind online interaction (e.g., anonymity or proximity) and respond with the multi-platform commercial channel (click-and-brick). Consequently, the click-and-brick (multi-channel) retailers gain, relatively, an immense prominence and rivalry from the pure-click (single-channel) retailers. The present study attempts to measure the impacts of both retailers’ (multi and single) web-features on trust and value perceptions.Design: Utilising structural equation modelling, the current study recruited 565 experienced respondents to provide primary data.Research Findings: These empirical findings provide several insights (recommendations) to pureclick retailers in developing and promoting offline presence, thus weathering the competition from multi-channel retailers.Theoretical Contribution: Past authors propose online loyalty construct into the online consumer behaviour. However, they ultimately concluded that the employed e-service features produced insignificant influence on the patron’s e-loyalty. Instead of the e-loyalty variable, the perceived value construct is introduced in the recent study.Research Limitation: Limitation of the present study originates from the research scope, whichrevolves around customer’s perception of a real-life retailer’s brand. The question remains if the retailer’s unresolved negative performance could overwrite the perceived value and make them prone to brand-switching.
 
Publisher Management Research Center, Department of Management, Faculty of Economics and Business, U
 
Contributor —
 
Date 2019-06-30
 
Type Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.ui.ac.id/index.php/amj/article/view/12098
 
Source ASEAN Marketing Journal; Vol 11, No 1 (2019): June 2019
 
Language en