Patrick McCole

Repurchase intention in B2C e-commerce-A relationship quality perspective

Information systems professionals must pay attention to online customer retention. Drawing on the relationship marketing literature, we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Northern Ireland. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability, whereas distrust in vendor behavior negatively influenced online relationship quality. Implications of these findings are discussed.

Trust, satisfaction, and online repurchase intention: the moderating role of perceived effectiveness of E-commerce institutional mechanisms

The effects of e-commerce institutional mechanisms on trust and online purchase have traditionally been understood in the initial online purchase context. This study extends this literature by exploring the role of e-commerce institutional mechanisms in the online repurchase context. In doing so, it responds to the emerging call for understanding the institutional context under which customer trust operates in an e-commerce environment. Specifically, this study introduces a key moderator, perceived effectiveness of e-commerce institutional mechanisms (PEEIM), to the relationships between trust, satisfaction, and repurchase intention. Drawing on the theory of organizational trust, and based on a survey of 362 returning online customers, we find that PEEIM negatively moderates the relationship between trust in an online vendor and online customer repurchase intention, as it decreases the importance of trust to promoting repurchase behavior. We also find that PEEIM positively moderates the relationship between customer satisfaction and trust as it enhances the customers reliance on past transaction experience with the vendor to reevaluate trust in the vendor. Consistent with the predictions made in the literature, PEEIM does not directly affect trust or repurchase intention. Academic and practical implications and future research directions are discussed.

Understanding online customer repurchasing intention and the mediating role of trust - an empirical investigation in two developed countries

Although e-commerce adoption and customers’ initial purchasing behavior have been well studied in the literature, repeat purchase intention and its antecedents remain understudied. This study proposes a model to understand the extent to which trust mediates the effects of vendor-specific factors on customers’ intention to repurchase from an online vendor. The model was tested and validated in two different country settings. We found that trust fully mediates the relationships between perceived reputation, perceived capability of order fulfillment, and repurchasing intention, and partially mediates the relationship between perceived website quality and repurchasing intention in both countries. Moreover, multi-group analysis reveals no significant between-country differences of the model with regards to the antecedents and outcomes of trust, except the effect of reputation on trust. Academic and practical implications and future research are discussed.

Refocusing marketing to reflect practice: The changing role of marketing for business

Presents a conceptual discussion concerning the academic/practitioner divide in marketing. States that the marketing concept and the way we teach marketing needs to be refocused to reflect practice. Presents two new developments in marketing that are ideal candidates for narrowing the gap between academia and practice. These are retro‐marketing and experiential marketing.

The role of electronic commerce in creating virtual tourism destination marketing organisations

Co‐operation is crucial to the successful marketing of tourism destinations, and electronic commerce offers exciting new opportunities for co‐operation among tourism suppliers. This article examines the reciprocal linking of Websites to create “virtual” tourism destination organisations, whereby consumers can access information and purchase multiple components of a holiday online. A very simple starting point in the formation of a virtual destination marketing organisation is the linking of individual suppliers’ Websites, so that a visitor arriving at one site can click through to complementary sites which contribute to the total destination offer. This paper examines the theoretical and practical benefits of virtual co‐operation and reports on a survey, which examines the extent to which electronic commerce is superseding or complementing traditional hierarchical marketing organisations. Based on a sample of tourism suppliers’ Websites in Northern Ireland, very little co‐operation was observed. The reasons for this are discussed and recommendations made for future co‐operation.

The role of trust for electronic commerce in services

Trust is important to all marketing transactions, yet there is a paucity of research of the phenomenon in an online environment. This paper provides a comprehensive review of the trust literature and forwards the findings of focus group research that has useful implications concerning factors causing trust and how trust is best manifested in Websites selling travel‐related commodities.

A Profile of Adopters and Non-adopters of eCommerce in SME Professional Service Firms

Abstract The new spatial possibilities of Internet-based technologies provide a powerful route to innovative marketing strategies. Consequently, firms of all sizes are finding it necessary to establish a Web presence to increase their ability to survive in an increasingly dynamic and competitive business environment. This study reports on the differences between adopters and non-adopters of electronic commerce in SME professional service firms in New Zealand. Six factors relating to a firms external/internal environment were found to underpin adoption. These are: response to technological environment / opportunities afforded by technology; negative attitudes or perceived barriers/impediments to electronic commerce; electronic commerce capability; response to new technology/innovation; customer orientation; and sensitivity to competitive/customer environments. T-tests reveal differences between adopters and non-adopters, and logistic regression is used to assess the extent to which these six factors actually predict electronic commerce adoption.

The virtual re-intermediation of travel services: A conceptual framework and empirical investigation

Direct marketing has often been held out as the death knell for travel intermediaries as airlines, hotels and car rental companies communicate directly with their customers. The prospect of entering a one-to-one dialogue with customers while retaining the sales commission for themselves has seemed an undeniable attraction to service principals. However, a review of the roles of travel intermediaries leads to the proposition that talk of such ‘disintermediation’ is premature and the reverse process of ‘re-intermediation’ may be more appropriate in the travel and tourism sector. Research is reported which demonstrates the benefits of using intermediaries for a specific travel package. While traditional high-street travel intermediaries may be facing serious threats, a new breed of travel infomediary is becoming firmly established.

Dealing with complaints in services

Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customers point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions are: awareness, process quality, and intent. The framework provides a holistic understanding of the antecedents and consequences of customer (dis) satisfaction in service failure and presents implications for management. It also presents an agenda for future research in this area.

E‐business in professional SMEs: the case of New Zealand

Purpose – The aim of this study is to understand why some New Zealand firms in the professional services industries have been slow to embrace e‐business technologies.Design/methodology/approach – The authors employ a postal survey approach and involve a sample of 500 professional service small to medium‐sized enterprises (SMEs) in New Zealand.Findings – The main conclusion derived from this study is that a combination of factors influences a firms current and future level of e‐business adoption. These factors include: being able to understand potential e‐business benefits; being able to respond to customer and competitor practices; being prepared to develop staff skills and knowledge of internet‐based technologies (IBTs); and having a well justified and strategic orientation towards e‐business.Research limitations/implications – The research was restricted in scope to professional service sector SMEs in New Zealand. Further research is planned to provide valuable benchmarks of other country and sectoral ...