Sherry Lotz

An online prepurchase intentions model: The role of intention to search: Best Overall Paper Award—The Sixth Triennial AMS/ACRA Retailing Conference, 2000☆

Abstract In this study, an Online Prepurchase Intentions Model is proposed and empirically tested in the context of search goods. The focus of this research is to determine whether intent to search the Internet for product information is a key element for marketing researchers to employ in predicting consumers’ Internet purchasing intentions. Data were collected through a mail survey to computer users who resided in 15 U.S. metropolitan areas. Two-stage structural equation modeling was employed to test hypotheses. The results show that intention to use the Internet to search for information was not only the strongest predictor of Internet purchase intention but also mediated relationships between purchasing intention and other predictors (i.e., attitude toward Internet shopping, perceived behavioral control, and previous Internet purchase experience). Direct and indirect relationships between two antecedents (attitude toward Internet shopping and previous Internet purchase experience) and Internet purchase intention were also found. Theoretical and managerial implications are discussed.

Profiling potential adopters and non‐adopters of an interactive electronic shopping medium

A mail survey was conducted to identify personal characteristics, shopping patterns, and attitudes of potential innovators and non‐adopters of an interactive electronic shopping innovation. Differences among all potential adopter groups were also examined. A national sample of 2,500 US cable television subscribers were surveyed. Results suggested that strongest predictors of potential innovator and non‐adopter group memberships were perceived characteristics of the interactive shopping innovation including relative advantage over other shopping formats and compatibility with lifestyles. Also important were consumers’ prior shopping experiences with other nonstore retailers. Among potential adopters (i.e., innovators, early adopters, and followers), similar characteristics were exhibited, differing only by intensity. Managerial implications are discussed.

Examination of US Hispanic-owned, small retail and service businesses: an organizational life cycle approach

Abstract The importance of Hispanic-owned small businesses to the US economy has grown in recent years, yet, many of these businesses lag behind the performance of mainstream firms. One problem may be the lack of research on the strategic issues central to these businesses. This study attempts to fill this gap by examining the characteristics of Hispanic-owned small service and retail firms through the employment of the Churchill and Lewis (1983, Business Review, 30–50) organizational life cycle model. Five stages of business growth, typified by business performance indicators, problems, structural characteristics, and Hispanic owners’ demographics, were identified. Growth stages were found to be similar to those experienced by majority-owned small businesses. Theoretical and practical implications are discussed.

Export implications for the Japanese fruit market: fruit‐specific lifestyle segments

Examines the Japanese fruit market, which, as a result of production and distribution factors, represents a viable target for fruit exporters around the world. The study provides guidance for fruit exporters by identifying three fruit‐specific segments based on fruit‐specific lifestyle factors. The process of identifying the lifestyle factors relies on a cross‐culturally validated theoretical framework developed within the context of food consumption. Cluster analysis is used to identify the segments: creative/highly involved; practical/moderately involved, and aesthetic/uninvolved. These three segments of the everyday fruit consumption market are characterized in terms of fruit shopping, fruit consumption, and socioeconomic factors. The creative/highly involved segment, older and more traditional, represents today’s heavy‐consumer of fruit in Japan, followed closely by the practical/moderately involved segment. Although the aesthetic/uninvolved segment is composed of relatively light consumers, its demographics suggest that exporters need to develop this segment in order to succeed in this market.

Exploring antecedents of attitude toward co-producing a retail checkout service utilizing a self-service technology

Previous research commonly focuses on consumers’ attitudes toward adopting self-service technologies (SSTs) but overlooks their attitudes toward changes in the service delivery system created by having to co-produce their retail service. Thus, the purpose of this research is to address several gaps in the literature by investigating consumers’ attitude toward co-producing a retail service via a SST and its antecedents. Employing a model adapted from innovation adoption and technology acceptance research, the study examines interrelationships among consumers’ attitude toward co-producing a retail service, their individual characteristics (i.e. extrinsic motivation, preparedness to use the SST, previous scanning experience, technology anxiety, need for interaction, belief about retailers’ service-producing responsibilities, perceived risks), and their perceptions of the SSTs characteristics. Data were collected via a self-administered questionnaire conducted on a convenience sample of experienced grocery shoppers (n = 228) and analyzed with structural equation modeling. Results demonstrate that ones attitude toward co-producing the scanning service is a central construct leading to future intent to use the service. In addition, consumers’ extrinsic motivations directly impact attitude toward co-producing the service and mediate the relationship between consumers’ co-production attitude and their perceptions of the SST’s characteristics, beliefs about the retailers’ service-producing responsibilities, and consumers’ preparedness to use the scanning SST. Predictors of consumers’ preparedness to use the SST include both their previous scanning experiences and technology anxiety. Managerial implications are discussed.

Objective and multidimensional acculturation measures: implications for retailing to Hispanic consumers

Abstract Recent growth of ethnically diverse US and international populations makes these groups especially attractive to retailers. Although acculturation research suggests that Hispanics differ from other ethnic groups, little research has been conducted on such potential differences within the Hispanic community. This study examined acculturation measures as predictors of differences among Hispanic consumers with respect to shopping orientations, attitudes toward retailer attributes, and information source preferences. Compared to objective measures, multidimensional measures more effectively predicted culturally-related phenomenon; whereas, neither measure discerned disparities in global attitudes. Implications for retailers’ use of tailored versus mass market strategies related to Hispanic consumers are discussed.

The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation

Treating customers as passive recipients of service recovery does not account for their naturally elevated desire for control following a service failure. Focusing on value cocreation by customers in service recovery, this study conceptualizes three types of customer perceived control in service recovery: process control, decision control, and information control. Using both a field study and a controlled experiment to test the conceptual model, this study reveals various ways service firms can engage customers in service recovery to enhance their service experience. The results show that customers are motivated to exert influence on and regain control over service recovery because they care not only about the economic gains rendered by control but also about their social self-esteem in their relationship with a service firm. An investigation of the interaction effects among the three types of control reveals either complementary or substitution effects between different pairings of the three types of control on customers’ justice evaluations of service recovery and repurchase intentions. The findings provide managers with new guidance on developing and implementing successful service recovery programs.

Search-Purchase (S-P) Strategies of Multi-Channel Consumers: A Segmentation Scheme

Abstract Our study sought to determine whether a consumers search-purchase (S-P) strategy could provide a viable market segmentation tool for understanding consumers channel choice behavior in todays increasingly complex, multichannel market environment. We collected data (N = 519) nationwide, using a self-administered mail survey and focusing on two product categories (books and apparel). Based on the respondents search-purchase channel behavior, we identified nine segments and deemed three as viable: the Physical/Physical S-P strategist, the Cross/Cross S-P strategist, and the Cross/Physical S-P strategist. Our findings indicate that a consumers S-P channel choice strategy is indeed a viable segmentation tool; furthermore, a consumers S-P channel choice strategy is influenced by the consumers level of sophistication in regard to the technology and by the benefits sought. We conclude by speculating on the uses that retailers could make of our study, and we propose several possible subjects for future studies.

Exploring antecedents of customer citizenship behaviors in services

ABSTRACT Social exchange theory explains how a party in social interaction provides the other party with reciprocal rewards. Applying this concept to the customer context, this study empirically investigates determinants of customer citizenship behaviors (CCBs) in services. For the generalizability of the study across various service providers, the data were collected based on Bowen’s (1990) classifications of services. With a total of 665 usable customer responses, structural equation modeling was adapted to test the theoretical research model. This study reveals that customers’ perceived support and justice from the service provider positively influence affective commitment toward the organization, resulting in CCBs. The results show that customers’ perception of organizational support has the partial mediation effect between customers’ perception of organizational justice and their affective commitment. Furthermore, customers’ affective commitment partially mediates the relationship between customers’ perceived organizational justice and CCBs, but fully mediates the effect of customers’ perceived organizational support on CCBs.

Competitive Market Analysis of U.S. Apples in the Japanese Market

Data were collected from Japanese housewives to compare the competitiveness of US and Japanese apples. The Fishbein model provided a theoretical framework for the comparison in which consumer attitudes were measured. Although the results revealed that Japanese apples were perceived to be generally superior to their US counterparts, several avenues to enhance US competitiveness were suggested. These involved three attributes on which US apples enjoyed a slight advantage over Japanese apples (ipout -of-season alternative,ls ilfair price,lt and inready-to- eatla). There were also several attributes on which US apples faced a slight but potentially surmountable disadvantage.