eCite Digital Repository

Assessing customersí perceived value of the online channel of multichannel retailers: A two country examination


Carlson, J and O'Cass, A and Ahrholdt, D, Assessing customers' perceived value of the online channel of multichannel retailers: A two country examination, Journal of Retailing and Consumer Services, 27 pp. 90-102. ISSN 0969-6989 (2015) [Refereed Article]

Copyright Statement

Copyright 2015 Elsevier

DOI: doi:10.1016/j.jretconser.2015.07.008


Given the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailerís requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty.

Item Details

Item Type:Refereed Article
Keywords:customer perceived value, online channel, multi-channel retail, satisfaction, loyalty, multi-country research
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing theory
Objective Division:Economic Framework
Objective Group:Management and productivity
Objective Field:Marketing
UTAS Author:O'Cass, A (Professor Aron O'Cass)
ID Code:109032
Year Published:2015
Web of Science® Times Cited:65
Deposited By:TSBE
Deposited On:2016-05-18
Last Modified:2018-03-14

Repository Staff Only: item control page