Grégory Bressolles

The impact of electronic service quality's dimensions on customer satisfaction and buying impulse

This paper proposes a conceptual framework for measuring the effects of electronic service quality dimensions on customer satisfaction and buying impulse. The functional nature of customer buying impulsivity is introduced as a moderator. This variable measures both the general tendency of customers either to trust or not to trust buying impulses and their level of satisfaction from impulsive purchases. The research utilised an online questionnaire administered to 4,109 clients of a leading French e-commerce Website specialising in electronic and cultural goods. The results highlight the principal dimensions of Website quality and their direct influence on customer satisfaction and impulse buying. In addition to this direct effect, the impact of Website quality dimensions on impulse buying is also mediated by customer satisfaction. Functional buying impulsivity moderates the influence of Website quality dimensions on satisfaction and on buying impulses as well as the influence of satisfaction on buying impulses. As a conclusion, limits and research avenues are examined and discussed.

Economic Performance and Customer Expectation in e-Fulfillment Systems: A Multi-Channel Retailer Perspective

Store-based retailers are increasingly opening an additional online sales channel and becoming multi-channel retailers. Moreover, formerly pure online retailers are opening stores or physical pick-up points to allow their customers physical interaction and product pick-up. The integration of these different channels raises the question of how to redefine the operations and the strategic marketing elements because the two channels have different constraints and require different competencies. This multi-channel retailing has a major effect on operations and supply chain management. Order fulfillment for customers using the different sales channels is a key challenge, and customers are directly affected by the performance of this process. In this article, four e-fulfillment systems are identified according to the locus of order preparation (distribution center or in-store) and the means of delivery to the customer (home delivery or pick-up by the customer). Based on a literature review in supply chain management and in marketing, five economic performance and four customer expectation indicators are identified. The differences between the four e-fulfillment systems based on these indicators are examined from theoretical and empirical points of view relying on eight semi-structured interviews with supply chain managers, directors of points of sale, and senior operations managers of French retail companies.

An examination of the online service-profit chain

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries. Findings – The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction. Research limitations/implications – The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize t...

Structured Abstract: The Effects of In-store Cultural Activities on Consumer’s Perception of Retailer’s Legitimacy and Patronage Behavior

Consistent with the idea of retailtainment (Howard 2007), retailers can implement additional services in their stores to make them places where people can engage in different activities, such as painting or scrapbooking. While these activities already constitute a clear component of the mix of malls, they represent a quite new component of the mix for retailers. To this regard, considerable research has examined the impact of many aspects of the store environment (e.g., Bitner 1992; Michon et al. 2005), but no research to date has examined the effects of in-store cultural activities (ISCA). Thus, the present research aims to determine—and to provide a clear explanation for—the effects of ISCA. To this end, and building on legitimacy theories (Maignan et al. 2005; Suchman 1995), this research proposes a framework whereby their implementation increases legitimacy and in turn consumer’s patronage behavior.

Wine on the Web – Online-Weinhandel

Die Weinwirtschaft verfugt uber einen grosen Erfahrungsschatz auf den Gebieten Direktmarketing und Direktverkauf ihrer Produkte auf Weingutern und in Vinotheken. Daruber hinaus war Wein eines der ersten Produkte, auf welches reine Online-Handler aufmerksam wurden (Gebauer & Ginsburg, 2003).