Skip to main content
SpringerLink
Log in
Book cover

Online-Marketing-Intelligence pp 305–346Cite as

Erfolgszusammenhänge beim Online-Shop

  • Chapter
  • First Online:

  • 20k Accesses

Zusammenfassung

Für Anbieter von Waren- und Dienstleistungen wird als wichtigster Schritt des Online-Marketings der Aufbau und die Pflege eines eigenen Online-Shops gesehen. Im nachfolgenden Kapitel erfolgt die praxisrelevante Aufbereitung von Ergebnissen und Erfolgszusammenhängen zum Thema Online-Shop, die vornehmlich in wissenschaftlicher Forschung diskutiert bzw. identifiziert wurden. Abgeleitet werden Management-Tipps als mögliche Ansatzpunkte für ein innovatives und effektiveres Online-Shop-Management, für einen etwaigen Vorteil – nicht nur im Wettbewerb mit allein ca. 625.000 Online-Shops im deutschsprachigen Raum.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   54.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Notes

  1. 1.

    Der Online-Shop steht als Begriff für den elektronischen Verkauf von Waren und Dienstleistungen über digitale internetprotokollbasierte Netzwerke (Kollmann 2016). Verschiedene Erscheinungsformen sind möglich. In originärer Form wird ein Online-Shop unter eigenem Namen und eigener URL sowie der weitgehend selbständigen (System-)Umsetzung betrieben. Aber auch eine Einbettung in bzw. Nutzung von Online-Plattformen (bspw. Amazon oder eBay) ist möglich. Selbst transaktive Display-Werbung in Form kleiner Micro-Sites können rudimentäre Online-Shops simulieren. Der thematische Fokus liegt hier auf dem Online-Shop in originärer Form.

  2. 2.

    Utilitaristisch geprägt sind Konsumentscheidungen, die eher kognitiv, nützlichkeits- und funktional-produktattributsbezogen sind (Chitturi et al. 2008). Bei einer hedonisch geprägten Konsumentscheidung liegen eher emotionale Werte, die freude- und spaßstimulierend sind, im Vordergrund (Chitturi et al. 2008).

  3. 3.

    Die Messung latenter psychologischer Konstrukte, bspw. über sog. reflektive Messmodelle, soll aber dennoch für die nachfolgende Tabelle verwendet werden. Bei den Messmodellindikatoren handelt es sich zu einem großen Teil trotz reflektiver Messmodelle um konkrete Maßnahmen, die ein Online-Shop ergreifen kann. Fasst man die reflektiven Indikatoren, wie im Rahmen der Faktoranalyse postuliert, als austauschbare Messungen des latenten Konstrukts auf (Backhaus et al. 2018), ergeben sich zumindest indirekt Hinweise auf die Wirkrichtung der Maßnahmen auf andere Konstrukte im Wirkbeziehungsgeflecht. Dieses Vorgehen zur Filterung von erfolgsfördernden Signalen/Maßnahmen und die Aufnahme in die nachfolgende Tabelle ist allerdings nicht vollständig exakt. Bei einer Verwendung eines Signals in einem Faktoranalytischen Messmodell mit anderen Signalen erhält man nur Aussagen darüber, ob das gleichzeitige Verändern der Signale Auswirkungen auf andere Konstrukte im Wirkbeziehungsgeflecht hat – ob einzelne gestalterische Maßnahmen unabhängige Beiträge leisten, ist nicht eindeutig.

  4. 4.

    Der Online-Shop, dessen allgemeine Gestaltung am besten beurteilt wurde, zeichnete sich durch ein harmonisches Erscheinungsbild mit warmen, aufeinander abgestimmten Farbtönen (aus zwei Hauptfarben) aus. Die Seite hatte keine Werbung und wirkte nicht überfrachtet. Die Buttons und Navigationselemente hatten Reliefcharakter und wirken dadurch plastisch greifbar.

  5. 5.

    Die Sitzungen waren dabei nicht nur auf einen Online-Shop bezogen, sondern umfassten reales websiteübergreifendes Internet-Surfverhalten.

  6. 6.

    Es handelt sich um Bücher im ersten Experimentalansatz und um Schokolade in einem zweiten.

  7. 7.

    Der positive Effekt stieg allerdings nicht gleichförmig linear, sondern die Steigerung reduzierte sich mit steigendem, affektivem Inhaltsniveau.

  8. 8.

    Dieser negative Effekt war gleichförmig linear zu beobachten.

  9. 9.

    Die Rückgabegründe bezogen sich dabei auf Aspekte, die der Verkäufer nicht zu verantworten hatte (bspw. Nicht-Gefallen). Die Rücksendekosten wurden im Kontext der Studien immer vom Verkäufer übernommen, falls dieser verantwortlich für den Rücksendegrund war (bspw. wegen verspäteter Lieferung, Falschlieferung oder Produktmangel).

Literatur

  • Ahrholdt, D. (2010): Erfolgsfaktoren einer E-Commerce-Website – Empirische Identifikation vertrauensfördernder Signale im Internet-Einzelhandel. Wiesbaden: Gabler.

    Book  Google Scholar 

  • Ahrholdt, D. (2011): Empirical Identification of Success-Enhancing Website Signals in E-Tailing: An Analysis Based on Known E-Tailers and the Theory of Reasoned Action, in: Journal of Marketing Theory and Practice, Jg. 19, Nr. 4, S. 441–458.

    Google Scholar 

  • Ahrholdt, D. (2019). Trust-Enhancing Website Signals in E-Tailing and their Efficiency in Converting Website Visitors into New Buyers – A Comprehensive Empirical Examination (Working Paper). HSBA Hamburg School of Business Administration.

    Google Scholar 

  • Ahrholdt, D./Gudergan, S./Ringle, C. M. (2017): Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality, in: Journal of Travel Research, Jg. 56, Nr. 4, S. 436–450.

    Google Scholar 

  • Ahrholdt, D./Gudergan, S./Ringle, C. M. (2019): Enhancing Loyalty: When Improving Consumer Satisfaction and Delight Matters, in: Journal of Business Research, Jg. 94, Nr. 1, S. 18–27.

    Google Scholar 

  • Aiken, D. K./Boush, D. M. (2006): Trustmarks, Objective-Source Ratings, and Implied Investment in Advertising: Investigating Online Trust and Context-Specific Nature of Internet Signals, in: Journal of the Academy of Marketing Science, Jg. 34, Nr. 3, S. 308–323.

    Google Scholar 

  • Akerlof, G. A. (1970): The Market for „Lemons“: Quality Uncertainty and the Market Mechanism, in: Quarterly Journal of Economics, Jg. 84, Nr. 3, S. 488–500.

    Google Scholar 

  • Albayrak, T./Caber, M. (2015): Prioritisation of the Hotel Attributes According to their Influence on Satisfaction: A Comparison of Two Techniques, in: Tourism Management, Jg. 46, Nr., S. 43–50.

    Google Scholar 

  • Amaro, S./Duarte, P. (2015): An integrative model of consumers’ intentions to purchase travel online, in: Tourism Management, Jg. 46, Nr., S. 64–79.

    Google Scholar 

  • American Marketing Association. (2013): Definitions of Marketing. Abruf 02.03.2019, AMA – Marketing Association https://www.ama.org/the-definition-of-marketing/

    Google Scholar 

  • Ashraf, A. R./Thongpapanl, N./Auh, S. (2014): The Application of the Technology Acceptance Model under Different Cultural Contexts: The Case of Online Shopping Adoption, in: Journal of International Marketing, Jg. 22, Nr. 3, S. 68–93.

    Google Scholar 

  • Augustín, C./Singh, J. (2005): Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges, in: Journal of Marketing Research, Jg. 42, Nr. 1, S. 96–108.

    Article  Google Scholar 

  • Backhaus, K./Erichson, B./Plinke, W./Weiber, R. (2018): Multivariate Analysemethoden: Eine anwendungsorientierte Einführung (14.). Berlin: Springer.

    Book  Google Scholar 

  • Barnes, D. C./Collier, J. E./Howe, V./Douglas Hoffman, K. (2016): Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise, in: Journal of Services Marketing, Jg. 30, Nr. 3, S. 277–289.

    Google Scholar 

  • Barnes, D. C./Ponder, N./Dugar, K. (2011): Investigating the Key Routes to Customer Delight, in: Journal of Marketing Theory and Practice, Jg. 19, Nr. 4, S. 359–375.

    Google Scholar 

  • Bartl, C./Gouthier, M. H. J./Lenker, M. (2013): Delighting Consumers Click by Click: Antecedents and Effects of Delight Online, in: Journal of Service Research, Jg. 16, Nr. 3, S. 386–399.

    Google Scholar 

  • Biswas, D./Biswas, A. (2004): The Diagnostic Role of Signals in the Context of Perceived Risk in Online Shopping: Do Signals Matter More on the Web?, in: Journal of Interactive Marketing, Jg. 18, Nr. 3, S. 30–44.

    Google Scholar 

  • Bodmeier, R./Scheck, D./Lieber, K. (2019): Mobile Eats the Retail World. In G. Heinemann, H. M. Gehrckens, & T. Täuber (Hrsg.): Handel mit Mehrwert: Digitaler Wandel in Märkten, Geschäftsmodellen und Geschäftssystemen (S. 135–152). Wiesbaden: Springer Fachmedien Wiesbaden.

    Google Scholar 

  • Bower, A. B./Maxham, J. G. (2012): Return Shipping Policies of Online Retailers: Normative Assumptions and the Long-Term Consequences of Fee and Free Returns, in: Journal of Marketing, Jg. 76, Nr. 5, S. 110–124.

    Google Scholar 

  • Brady, M. K./Voorhees, C. M./Brusco, M. J. (2012): Service Seethearting: Its Antecedents and Customer Consequences, in: Journal of Marketing, Jg. 76, Nr. 2, S. 81–98.

    Article  Google Scholar 

  • Bulut, Z. A./Karabulut, A. N. (2018): Examining the role of two aspects of eWOM in online repurchase intention: An integrated trust–loyalty perspective, in: Journal of Consumer Behaviour, Jg. 17, Nr. 4, S. 407–417.

    Google Scholar 

  • Bundesverband E-Commerce und Versandhandel Deutschland. (2017): Interaktiver Handel Deutschland – Ergebnisse 2017.

    Google Scholar 

  • Cao, Y./Zhao, H. (2004): Evaluations of E-tailers’ Delivery Fulfillment – Implications of Firm Characteristics and Buyer Heterogenity, in: Journal of Service Research, Jg. 6, Nr. 4, S. 347–360.

    Google Scholar 

  • Carlson, J./O’Cass, A. (2010): Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites, in: Journal of Services Marketing, Jg. 24, Nr. 2, S. 112–127.

    Article  Google Scholar 

  • Carlson, J./O’Cass, A./Ahrholdt, D. (2015): Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination, in: Journal of Retailing and Consumer Services, Jg. 27, Nr., S. 90–102.

    Google Scholar 

  • Carlson, J./O’Cass, A./Ahrholdt, D. (2019). Delivering Value Through Online Channels (Working Paper). University of Newcastle (Australia), HSBA Hamburg School of Business Administration.

    Google Scholar 

  • Chen, L.-d./Gillenson, M. L./Sherrel, D. L. (2004): Consumer Acceptance of Virtual Stores: A Theoretical Model and Critical Success Factors for Virtual Stores, in: The Data Base for Advances in Information Systems, Jg. 35, Nr. 2, S. 8–31.

    Google Scholar 

  • Chen, S.-C. (2012): The customer satisfaction – loyalty relation in an interactive e-service setting: The mediators, in: Journal of Retailing and Consumer Services, Jg. 19, Nr. 2, S. 202–210.

    Google Scholar 

  • Cheng, J./Wang, E./Lin, J./Vivek, S. (2009): Why do Customers utilize the Internet as a Retailing Platform? A View from Consumer Perceived Value, in: Asia Pacific Journal of Marketing and Logistics, Jg. 21, Nr. 1, S. 144–160.

    Google Scholar 

  • Cheung, C. M. K./Lee, M. K. O. (2006): Understanding consumer trust in Internet shopping: A multidisciplinary approach, in: Journal of the American Society for Information Science & Technology, Jg. 57, Nr. 4, S. 479–492.

    Google Scholar 

  • Cheung, M. Y. M./Hong, W./Thong, J. Y. L. (2017): Effects of Animation on Attentional Resources of Online Consumers, in: Journal of the Association for Information Systems, Jg. 18, Nr. 8, S. 605–632.

    Google Scholar 

  • Chevalier, J. A./Mayzlin, D. (2006): The Effect of Word of Mouth on Sales: Online Book Reviews, in: Journal of Marketing Research, Jg. 43, Nr. 3, S. 345–354.

    Google Scholar 

  • Chitturi, R./Raghunathan, R./Mahajan, V. (2008): Delight by Design: The Role of Hedonic Versus Utilitarian Benefits, in: Journal of Marketing, Jg. 72, Nr. 3, S. 48–63.

    Google Scholar 

  • Chiu, C.-M./Wang, E. T. G./Fang, Y.-H./Huang, H.-Y. (2014): Understanding Customers’ Repeat Purchase Intentions in B2C E-commerce: The Roles of Utilitarian Value, Hedonic Value and Perceived Risk, in: Information Systems Journal, Jg. 24, Nr. 1, S. 85–114.

    Google Scholar 

  • CIGI & Ipsos. (2017): 2017 CIGI-Ipsos Global Survey on Internet Security and Trust. Abruf 01.12.2019, Centre for International Governance Innovation https://www.cigionline.org/internet-survey-2017

  • CIGI & Ipsos. (2018): 2018 CIGI-Ipsos Global Survey on Internet Security and Trust. Abruf 01.12.2019, Centre for International Governance Innovation https://www.cigionline.org/internet-survey-2018

  • Collier, J. E./Barnes, D. C./Abney, A. K./Pelletier, M. J. (2018): Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter, in: Journal of Business Research, Jg. 84, Nr., S. 150–161.

    Article  Google Scholar 

  • Collier, J. E./Bienstock, C. C. (2006): Measuring Service Quality in E-Retailing, in: Journal of Service Research, Jg. 8, Nr. 3, S. 260–275.

    Article  Google Scholar 

  • Danaher, P. J./Mullarkey, G. W./Essgaier, S. (2006): Factors Affecting Web Site Visit Duration: A Cross-Domain Analysis, in: Journal of Marketing Research, Jg. 43, Nr. 2, S. 182–194.

    Google Scholar 

  • de Haan, E./Kannan, P. K./Verhoef, P. C./Wiesel, T. (2018): Device Switching in Online Purchasing: Examining the Strategic Contingencies, in: Journal of Marketing, Jg. 82, Nr. 5, S. 1–19.

    Google Scholar 

  • de Ruyter, K./Wetzels, M./Lemmink, J./Mattson, J. (1997): The Dynamics of the Service Delivery Process: A Value-based Approach, in: International Journal of Research in Marketing, Jg. 14, Nr. 3, S. 231–243.

    Article  Google Scholar 

  • Dimoka, A. (2010): What Does the Brain Tell Us About Trust and Distrust? Evidence From a Functional Neuroimaging Study, in: MIS Quarterly, Jg. 34, Nr. 2, S. 373–396.

    Book  Google Scholar 

  • Dolnicar, S./Coltman, T./Sharma, R. (2015): Do Satisfied Tourists Really Intend to Come Back? Three Concerns with Empirical Studies of the Link between Satisfaction and Behavioral Intention, in: Journal of Travel Research, Jg. 54, Nr. 2, S. 152–178.

    Google Scholar 

  • Einwiller, S./Herrmann, A./Ingenhoff, D. (2005): Vertrauen durch Reputation – Grundmodell und empirische Befunde im E-Commerce, in: Marketing – Zeitschrift für Forschung und Praxis, Jg. 27, Nr. 1, S. 24–40.

    Google Scholar 

  • Eisenbeiss, M./Cornelißen, M./Backhaus, K./Hoyer, W. D. (2014): Nonlinear and asymmetric returns on customer satisfaction: do they vary across situations and consumers, in: Journal of the Academy of Marketing Science, Jg. 42, Nr. 3, S. 242–263.

    Google Scholar 

  • Elliott, M. T./Speck, P. S. (2005/06): Factors That Affect Attitude Toward A Retail Web Site, in: Journal of Marketing Theory & Practice, Jg. 13, Nr. 1, S. 40–51.

    Google Scholar 

  • Fang, J./George, B./Shao, Y./Wen, C. (2016): Affective and Cognitive Factors Influencing Repeat Buying in E-Commerce, in: Electronic Commerce Research and Applications, Jg. 19, Nr. Sep-Okt, S. 44–55.

    Google Scholar 

  • Fassnacht, M./Koese, I. (2006): Quality of Electronic Services – Conceptualizing and Testing a Hierarchial Model, in: Journal of Service Research, Jg. 9, Nr. 1, S. 19–37.

    Google Scholar 

  • Finn, A. (2005): Reassessing the Foundations of Customer Delight, in: Journal of Service Research, Jg. 8, Nr. 2, S. 103–116.

    Google Scholar 

  • Finn, A. (2006): Generalizability Modeling of the Foundations of Customer Delight, in: Journal of Modeling in Management, Jg. 1, Nr. 1, S. 18–32.

    Google Scholar 

  • Finn, A. (2012): Customer Delight: Distinct Construct or Zone of Nonlinear Response to Customer Satisfaction?, in: Journal of Service Research, Jg. 15, Nr. 1, S. 99–110.

    Google Scholar 

  • Forsythe, S./Chuanlan, L./Shannon, D./Gardner, L. C. (2006): Development of a Scale to Measure the Perceived Benefits and Risks of Online Shopping, in: Journal of Interactive Marketing, Jg. 20, Nr. 2, S. 55–75.

    Google Scholar 

  • Getz, D./Page, S. J. (2016): Progress and prospects for event tourism research, in: Tourism Management, Jg. 52, Nr. February, S. 593–631.

    Google Scholar 

  • Grönroos, C. (2011): Value Co-Creation in Service Logic: A Critical Analysis, in: Marketing Theory, Jg. 11, Nr. 3, S. 279–301.

    Google Scholar 

  • Groß, M. (2017): Mobile Shopping. Eine konsumentengerechte, empirische Akzeptanzananlyse zentraler Einflussgrößen. Wiesbaden: Springer Gabler.

    Google Scholar 

  • Grüschow, R. M./Brettel, M. (2018): Managing Payment Transaction Costs at Multinational Online Retailers, in: Journal of Electronic Commerce, Jg. 22, Nr. 1, S. 125–157.

    Google Scholar 

  • Han, H./Hyun, S. S. (2015): Customer Retention in the Medical Tourism Industry: Impact of Quality, Satisfaction, Trust, and Price Reasonableness, in: Tourism Management, Jg. 46, Nr., S. 20–29.

    Google Scholar 

  • Hanson, S./Jiang, L./Dahl, D. (2019): Enhancing Consumer Engagement in an Online Brand Community via User Reputation Signals: A Multi-Method Analysis, in: Journal of the Academy of Marketing Science, Jg. im Erscheinen, Nr., S.

    Google Scholar 

  • He, Y./Oppewal, H. (2018): See How Much We’ve Sold Already! Effects of Displaying Sales and Stock Level Information on Consumers’ Online Product Choices, in: Journal of Retailing, Jg. 94, Nr. 1, S. 45–57.

    Google Scholar 

  • Heim, G. R./Field, J. M. (2007): Process drivers of e-service quality: Analysis of data from an online rating site, in: Journal of Operations Management, Jg. 25, Nr. 5, S. 962–984.

    Google Scholar 

  • Heinemann, G. (2018): Always-on – das neue Kaufverhalten Die Neuausrichtung des App- und Smartphone-Shopping: Mobile Commerce, Mobile Payment, LBS, Social Apps und Chatbots im Handel (S. 1–15). Wiesbaden: Springer Fachmedien Wiesbaden.

    Google Scholar 

  • Heinemann, G. (2019): Formen des Online-Handels Der neue Online-Handel: Geschäftsmodelle, Geschäftssysteme und Benchmarks im E-Commerce (S. 139–203). Wiesbaden: Springer Fachmedien Wiesbaden.

    Google Scholar 

  • Holzwarth, M./Janiszewski, C./Neumann, M. M. (2006): The Influence of Avatars on Online Consumer Shopping Behaviour, in: Journal of Marketing, Jg. 70, Nr. 4, S. 19–36.

    Google Scholar 

  • Hsu, J. S.-C./Lin, T.-C./Fu, T.-W./Hung, Y.-W. (2015): The effect of unexpected features on app users’ continuance intention, in: Electronic Commerce Research and Applications, Jg. 14, Nr. 6, S. 418–430.

    Google Scholar 

  • Jarvenpaa, S. L./Tractinsky, N./Vitale, M. (2000): Consumer trust in an Internet store, in: Information Technology and Management, Jg., Nr. 1, S. 45–71.

    Google Scholar 

  • Kamis, A./Koufaris, M./Stern, T. (2008): Using an Attribute-Based Decision Support System for User-Customized Products Online: An Experimental Investigation, in: MIS – Quarterly: Management Information Systems, Jg. 32, Nr. 1, S. 159–177.

    Google Scholar 

  • Kim, H.-W./Xu, Y./Koh, J. (2004): A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers, in: Journal of the Association for Information Systems, Jg. 5, Nr. 10, S. 392–420.

    Google Scholar 

  • Kim, J./Lee, J./Han, K./Lee, M. (2002): Business as Buildings: Metrics for the Architectural Quality of Internet Businesses, in: Information Systems Research, Jg. 13, Nr. 3, S. 239–254.

    Google Scholar 

  • Kim, M.-R. (2011): The Importance of Customer Satisfaction and Delight on Loyalty in the Tourism and Hospitality Industry, in: European Journal of Tourism Research, Jg. 4, Nr. 2, S. 226–228.

    Google Scholar 

  • Kim, M./Vogt, C. A./Knutson, B. J. (2015): Relationships Among Customer Satisfaction, Delight, and Loyalty in the Hospitality Industry, in: Journal of Hospitality & Tourism Research, Jg. 39, Nr. 2, S. 170–197.

    Google Scholar 

  • Knuth, T. (2018): Fraud Prevention in the B2C E-Commerce Mail Order Business: A Framework for an Economic Perspective on Data Minig. Edinburgh: Business School Edinburgh Napier University.

    Google Scholar 

  • Kollmann, T. (2016): E-Business – Grundlagen elektronischer Geschäftsprozesse in der Net Economy (Vol. 6). Wiesbaden: Springer Gabler.

    Google Scholar 

  • Kollmann, T./Herr, C. (2005): Die Vertrauenswürdigkeit von jungen Unternehmen im elektronischen Handel, in: Die Betriebswirtschaft (DBW), Jg. 65, Nr. 2, S. 119–136.

    Google Scholar 

  • Koo, W./Cho, E./Kim, Y.-K. (2014): Actual and ideal self-congruity affecting consumers’ emotional and behavioral responses toward an online store, in: Computers in Human Behavior, Jg. 36, Nr., S. 147–153.

    Article  Google Scholar 

  • Koufaris, M. (2002): Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behaviour, in: Information Systems Research, Jg. 13, Nr. 2, S. 205–223.

    Google Scholar 

  • Koufaris, M./Hampton-Sosa, W. (2003): The Development of Initial Trust in an Online Company by New Customers, in: Information & Management, Jg. 41, Nr. 3, S. 377–397.

    Google Scholar 

  • Krause, H. G. (2018): Mobile Purchasing – An Empirical Investigation of Perceived Risk Dimensions when Purchasing via the Smartphone Device (HSBA Master’s Thesis). Hamburg: HSBA Hamburg School of Business Administration.

    Google Scholar 

  • Kumar, V./Dalla Pozza, I./Ganesh, J. (2013): Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research, in: Journal of Retailing, Jg. 89, Nr. 3, S. 246–262.

    Google Scholar 

  • Kuppelwieser, V. G./Sarstedt, M. (2014): Exploring the influence of customers’ time horizon perspectives on the satisfaction–loyalty link, in: Journal of Business Research, Jg. 67, Nr. 12, S. 2620–2627.

    Article  Google Scholar 

  • Laroche, M./Yang, Z./McDougall, G. H. G./Bergeron, J. (2005): Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences, in: Journal of Retailing, Jg. 81, Nr. 4, S. 251–267.

    Google Scholar 

  • Lee, B.-C./Ang, L./Dubelaar, C. (2005): Lemons on the Web: A Signalling Approach to the Problem of Trust in Internet Commerce, in: Journal of Economic Psychology, Jg. 26, Nr. 5, S. 607–623.

    Google Scholar 

  • Lee, M. K. O./Turban, E. (2001): A Trust Model for Consumer Internet Shopping, in: International Journal of Electronic Commerce, Jg. 6, Nr. 1, S. 75–91.

    Article  Google Scholar 

  • Lempinen, H./Rajala, R. (2014): Exploring Multi-Actor Value Creation in IT Service Processes, in: Journal of Information Technology, Jg. 29, Nr. 2, S. 170–185.

    Google Scholar 

  • Lim, K. H./Sia, C. L./Lee, M. K. O./Benbasat, I. (2006): Do I Trust You Online, and If So, Will I Buy? An Empirical Study of Two Trust-Building Strategies, in: Journal of Management Information Systems, Jg. 23, Nr. 2, S. 233–266.

    Article  Google Scholar 

  • Lin, A. J./Li, E. Y./Lee, S.-Y. (2018): Dysfunctional Customer Behavior in Cross-Border E-Commerce: A Justice-Affect-Behaviour Model, in: Journal of Electronic Commerce Research, Jg. 19, Nr. 1, S. 36–54.

    Google Scholar 

  • Lohse, G. L./Spiller, P. (1999): Internet Retail Store Design: How the User Interface Influence Traffic and Sales, in: Journal of Computer-Mediated Communication, Jg. 5, Nr. 2, S. 1–22.

    Google Scholar 

  • Loiacono, E. T./Watson, R. T./Goodhue, D. L. (2007): WebQual: An Instrument for Consumer Evaluation of Web Sites, in: International Journal of Electronic Commerce, Jg. 11, Nr. 3, S. 51–87.

    Google Scholar 

  • Loureiro, S. M. C. (2010): Satisfying and Delighting the Rural Tourists, in: Journal of Travel & Tourism Marketing, Jg. 27, Nr. 4, S. 396–408.

    Google Scholar 

  • Ludwig, P. (2005): Vertrauen beim Online-Shopping: eine empirische Arbeit über Vertrauensrelevanz, Determinanten und Maßnahmen für die Bildung von Vertrauen zu Online-Shops. Lengerich: Pabst Science Publ.

    Google Scholar 

  • Ludwig, S./de Ruyter, K./Friedman, M./Brüggen, E. C./Wetzels, M./Pfann, M. (2013): More Than Words: The Influence of Affective Content and Linguistic Style Matches in Online Reviews on Conversion Rates, in: Journal of Marketing, Jg. 77, Nr. 1, S. 87–103.

    Google Scholar 

  • Ma, L./Pei, Q./Xiang, Y./Yao, L./Yu, S. (2019): A Reliable Reputation Computation Framework for Online Items in E-commerce, in: Journal of Network and Computer Applications, Jg. 134, Nr., S. 13–25.

    Google Scholar 

  • Maity, M./Dass, M. (2014): Consumer Decision-Making Across Modern and Traditional Channels: E-Commerce, M-Commerce, In-Store, in: Decision Support Systems, Jg. 61, Nr. Mai, S. 34–46.

    Google Scholar 

  • Malhotra, N. K./Kim, S. S./Agarwal, J. (2004): Internet Users´ Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model, in: Information Systems Research, Jg. 15, Nr. 4, S. 336–355.

    Google Scholar 

  • Mallapragada, G./Chandukala, S. R./Liu, Q. (2016): Exploring the Effects of „What“ (Product) and „Where“ (Website) Characteristics on Online Shopping Behavior in: Journal of Marketing, Jg. 80, Nr. 2, S. 21–38.

    Google Scholar 

  • Marschak, J. (1954): Towards an Economic Theory of Organization and Information. In R. M. Thrall, C. H. Coombs, & R. L. Davis (Hrsg.): Decision Processes (S. 187–220). New York: Wiley.

    Google Scholar 

  • Mathwick, C./Malhotra, N./Rigdon, E. E. (2001): Experiential Value: Conceptualization, Measurement and Application in the Catalog and Internet Shopping Environment, in: Journal of Retailing, Jg. 77, Nr. 1, S. 39–56.

    Google Scholar 

  • Mathwick, C./Malhotra, N./Rigdon, E. E. (2002): The Effect of Dynamic Retail Experiences on Experiential Perceptions of Value: An Internet and Catalog Comparison, in: Journal of Retailing, Jg. 78, Nr. 1, S. 51–60.

    Google Scholar 

  • Metzger, M. J. (2004): Privacy, Trust and Disclosure: Exploring Barriers to Electronic Commerce, in: Journal of Computer-Mediated Communication, Jg. 9, Nr. 4, S. 1–24.

    Google Scholar 

  • Meziane, F./Kasiran, M. K. (2008): Evaluating Trust in Electronic Commerce: A Study Based on the Information Provided on Merchants Websites, in: Journal of the Operational Research Society, Jg. 59, Nr. 4, S. 464–472.

    Google Scholar 

  • Moe, W. W. (2003): Buying, Searching, or Browsing: Differentiating Between Online Shoppers Using In-Store Navigational Clickstream, in: Journal of Consumer Psychology, Jg. 13, Nr. 1/2, S. 29–39.

    Google Scholar 

  • Mohd-Any, A. A./Winklhofer, H./Ennew, C. (2014): Measuring Users’ Value Experience on a Travel Website (e-Value): What Value Is Cocreated by the User? , in: Journal of Travel Research, Jg. 54, Nr. 4, S. 496–510.

    Article  Google Scholar 

  • Moorman, C./Deshpandé, R./Zaltman, G. (1993): Factors Affecting Trust in Market Research Relationships, in: Journal of Marketing, Jg. 57, Nr. 1, S. 81–101.

    Article  Google Scholar 

  • Nelson, P. (1970): Information and Consumer Behaviour, in: Journal of Political Economy, Jg. 78, Nr. 2, S. 311–329.

    Google Scholar 

  • O’Cass, A./Sok, P. (2013): Exploring Innovation Driven Value Creation in B2B Service Firms, in: Journal of Business Research, Jg. 66, Nr. 8, S. 1074–1084.

    Article  Google Scholar 

  • Oliver, R. L./Rust, R. T./Varki, S. (1997): Customer Delight: Foundations, Findings, and Managerial Insight, in: Journal of Retailing, Jg. 73, Nr. 3, S. 311–336.

    Google Scholar 

  • Palmer, J. W. (2002): Web Site Usability, Design, and Performance Metrics, in: Information Systems Research, Jg. 13, Nr. 2, S. 151–167.

    Google Scholar 

  • Pan, Y./Zinkhan, G. M. (2006): Exploring the Impact of Online Privacy Disclosures on Consumer Trust, in: Journal of Retailing, Jg. 82, Nr. 4, S. 331–338.

    Article  Google Scholar 

  • Pandža Bajs, I. (2015): Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions: The Example of the Croatian Tourist Destination Dubrovnik, in: Journal of Travel Research, Jg. 54, Nr. 1, S. 122–134.

    Google Scholar 

  • Parasuraman, A./Zeithaml, V. A./Malhotra, A. (2005): E-S-QUAL – A Multiple-Item Scale for Assessing Electronic Service Quality, in: Journal of Service Research, Jg. 7, Nr. 3, S. 213–233.

    Google Scholar 

  • Park, D.-H./Lee, J./Han, I. (2007): The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement, in: International Journal of Electronic Commerce, Jg. 11, Nr. 4, S. 125–148.

    Google Scholar 

  • Pavlou, P. A. (2003): Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model, in: International Journal of Electronic Commerce, Jg. 7, Nr. 3, S. 101–134.

    Google Scholar 

  • Pavlou, P. A./Fygenson, M. (2006): Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior, in: MIS – Quarterly: Management Information Systems, Jg. 30, Nr. 1, S. 115–143.

    Google Scholar 

  • Pavlou, P. A./Gefen, D. (2004): Building Effective Online Marketplaces with Institution-Based Trust, in: Information Systems Research, Jg. 15, Nr. 1, S. 37–59.

    Google Scholar 

  • Pera, R./Viglia, G./Grazzini, L./Dalli, D. (2019): When Empathy prevents Negative Reviewing Behavior, in: Annals of Tourism Research, Jg. im Erscheinen, Nr., S.

    Google Scholar 

  • Plewa, C./Sweeney, J./Michayluk, D. (2015): Determinig Value in a Complex Service Setting, in: Journal of Service Theory and Practice, Jg. 25, Nr. 5, S. 568–591.

    Google Scholar 

  • Plutchik, R. (1980): A General Psychoevolutionary Theory of Emotion. In R. Plutchik (Hrsg.), Emotion: Theory, Research, Experience, Volume 1 Theories of Emotion (S. 3–33). New York: Academic Press.

    Google Scholar 

  • Posselt, T./Gerstner, E. (2005): Pre-Sale vs. Post-Sale e-Satisfaction: Impact on Repurchase Intention and Overall Satisfaction, in: Journal of Interactive Marketing, Jg. 19, Nr. 4, S. 35–47.

    Google Scholar 

  • Prebensen, N. K./Xie, J. (2017): Efficacy of Co-Creation and Mastering on Perceived Value and Satisfaction in Tourists’ Consumption, in: Tourism Management, Jg. 60, Nr., S. 166–176.

    Google Scholar 

  • Ranganathan, C./Grandon, E. (2002): An Exploratory Examination of Factores Affecting Online Sales, in: Journal of Computer Information Systems, Jg. 42, Nr. 3, S. 87–93.

    Google Scholar 

  • Rychalski, A./Hudson, S. (2017): Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context, in: Journal of Business Research, Jg. 71, Nr., S. 84–91.

    Google Scholar 

  • Saeed, K. A./Hwang, Y./Grover, V. (2002/03): Investigating the Impact of Web Site Value and Advertising on Firm Performance in Electronic Commerce, in: International Journal of Electronic Commerce, Jg. 7, Nr. 2, S. 119–141.

    Google Scholar 

  • Sánchez-Fernández, R./Iniesta-Bonillo, M. Á. (2009): Efficiency and Quality as Economic Dimensions of Perceived Value: Conceptualization, Measurement, and Effect on Satisfaction, in: Journal of Retailing and Consumer Services, Jg. 16, Nr. 6, S. 425–433.

    Google Scholar 

  • Schlosser, A. E./White, T. B./Lloyd, S. M. (2006): Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions, in: Journal of Marketing, Jg. 70, Nr. 2, S. 133–148.

    Google Scholar 

  • Sheth, J. N./Newman, B. I./Gross, B. L. (1991): Why we buy what we buy: A theory of consumption values, in: Journal of Business Research, Jg. 22, Nr. 2, S. 159–170.

    Google Scholar 

  • Shim, J. P./Shin, Y. B./Nottingham, L. (2002): Retailer Web Site Influence on Customer Shopping: An Exploratory Study on Key Factors of Customer Satisfaction, in: Journal of the Association for Information Systems, Jg. 3, Nr., S. 53–76.

    Google Scholar 

  • Sivaramakrishnan, S./Wan, F./Tang, Z. (2007): Giving an „E-Human Touch“ to E-Tailing: The Moderating Roles of Static Information Quantity and Consumption Motive in the Effectiveness of an Anthropomorphic Information Agent, in: Journal of Interactive Marketing, Jg. 21, Nr. 1, S. 60–75.

    Google Scholar 

  • Song, J./Zahedi, F. M. (2005): A Theoretical Approach to Web Design in E-Commerce: A Belief Reinforcement Model, in: Management Science, Jg. 51, Nr. 8, S. 1219–1235.

    Google Scholar 

  • Spence, A. M. (1973): Job Market Signaling, in: Quarterly Journal of Economics, Jg. 87, Nr. 3, S. 355–374.

    Google Scholar 

  • Spence, A. M. (1974): Market Signaling: Informational Transfer in Hiring and Related Screening Process. Cambridge.

    Google Scholar 

  • Srinivasan, S. S./Anderson, R./Ponnavolu, K. (2002): Customer loyalty in e-commerce: an exploration of its antecedents and consequences, in: Journal of Retailing, Jg. 78, Nr. 1, S. 41–50.

    Google Scholar 

  • Statista. (2018a): Statistiken zum Mobile Commerce. Abruf 11.11.2018, Statista – Das Statistik-Portal https://de.statista.com/themen/1347/mobile-commerce/

    Google Scholar 

  • Statista. (2018b): Was macht einen Onlineshop für Sie vertrauenswürdig? Abruf 15.12.2018, Statista – Das Statistik-Portal https://de.statista.com/prognosen/879562/umfrage-in-deutschland-zu-vertrauensfoerdernden-eigenschaften-von-onlineshops

  • Statista. (2018c): Wie sehr vertrauen Sie dem Internet? Abruf 15.12.2018, Statista – Das Statistik-Portal https://de.statista.com/statistik/daten/studie/153809/umfrage/allgemeines-vertrauen-in-das-internet/

  • Stiglitz, J. E. (1974): Information and Economic Analysis. In M. Parkin & A. R. Nobay (Hrsg.): Current Economic Problems (S. 27–52). London.

    Google Scholar 

  • Suh, B./Han, I. (2003): The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce, in: International Journal of Electronic Commerce, Jg. 7, Nr. 3, S. 135–161.

    Google Scholar 

  • Sun, K.-A./Kim, D.-Y. (2014): Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI), in: International Journal of Hospitality Management, Jg. 35, Nr., S. 68–77.

    Google Scholar 

  • Sweeney, J./Soutar, G. (2001): Consumer Perceived Value: The Development of a Multiple Item Scale, in: Journal of Retailing, Jg. 77, Nr. 2, S. 23–220.

    Google Scholar 

  • Sweeney, J. C./Plewa, C./Zurbruegg, R. (2018): Examining Positive and Negative Value-in-use in a Complex Service Setting, in: European Journal of Marketing, Jg. 52, Nr. 5/6, S. 1084–1106.

    Google Scholar 

  • Taplin, R. H. (2013): The Influence of Competition on Visitor Satisfaction and Loyalty, in: Tourism Management, Jg. 36, Nr., S. 238–246.

    Article  Google Scholar 

  • Tausczik, Y. R./Pennebaker, J. W. (2010): The Psychological Meaning of Words: LIWC and Computerized Text Analysis Methods, in: Journal of Language and Social Psychology, Jg. 29, Nr. 1, S. 24–54.

    Google Scholar 

  • Torkzadeh, G./Dhillon, G. (2002): Measuring Factors that Influence the Success of Internet Commerce, in: Information Systems Research, Jg. 13, Nr. 2, S. 187–204.

    Google Scholar 

  • Torres, E. N./Ronzoni, G. (2018): The evolution of the customer delight construct: Prior research, current measurement, and directions for future research, in: International Journal of Contemporary Hospitality Management, Jg. 30, Nr. 1, S. 57–75.

    Google Scholar 

  • Urban, G. L./Hauser, J. R./Qualls, W. J./Weinberg, B. D./Bohlmann, J. D./Chicos, R. A. (1997): Information Acceleration: Validation and Lessons from the Field, in: Journal of Marketing Research, Jg. 34, Nr. 1, S. 143–153.

    Google Scholar 

  • Van Boven, L./Gilovich, T. (2003): To Do or to Have? That is the Question, in: Journal of Personality and Social Psychology, Jg. 85, Nr. 6, S. 1193–1202.

    Google Scholar 

  • Varshneya, G./Das, G. (2017): Experiential Value: Multi-item Scale Development and Validation, in: Journal of Retailing and Consumer Services, Jg. 34, Nr., S. 48–57.

    Google Scholar 

  • Venkatesh, V./Agarwal, R. (2006): Turning Visitors into Customers: A Usability-Centric Perspective on Purchase Behaviour in Electronic Channels, in: Management Science, Jg. 52, Nr. 3, S. 367–382.

    Google Scholar 

  • Venkatesh, V./Ramesh, V. (2006): Web and Wireless Site Usability: Understanding Differences and Modeling Use, in: MIS – Quarterly: Management Information Systems, Jg. 30, Nr. 1, S. 181–206.

    Google Scholar 

  • Wang, L. C./Baker, J./Wagner, J. A./Wakefield, K. (2007): Can a Retail Web Site Be Social, in: Journal of Marketing, Jg. 71, Nr. 3, S. 143–157.

    Google Scholar 

  • Wang, R. J.-H./Malthouse, E. C./Krishnamurthi, L. (2015): On the Go: How Mobile Shopping Affects Customer Purchase Behavior, in: Journal of Retailing, Jg. 91, Nr. 2, S. 217–234.

    Article  Google Scholar 

  • Wang, S./Beatty, S. E./Fox, W. (2004): Signaling the Trustworthiness of Small Online Retailers, in: Journal of Interactive Marketing, Jg. 18, Nr. 1, S. 53–69.

    Google Scholar 

  • Wang, X. (2011): The Effect of Unrelated Supporting Service Quality on Consumer Delight, Satisfaction, and Repurchase Intentions, in: Journal of Service Research, Jg. 14, Nr. 2, S. 149–163.

    Article  Google Scholar 

  • WeAreSocial und Hootsuite. (2018): Digital in 2018 in Western Europe. Abruf 27.12.2018 https://www.slideshare.net/wearesocial/digital-in-2018-in-northern-europe-part-1-west-86864045

  • Weathers, D./Makienko, I. (2006): Assessing the Relationships Between e-Tail Success and Product and Web Site Factors, in: Journal of Interactive Marketing, Jg. 20, Nr. 2, S. 41–54.

    Google Scholar 

  • Wittmann, W. (1959): Unternehmung und unvollkommene Information. Köln: Westdeutscher Verlag.

    Google Scholar 

  • Wolfinbarger, M./Gilly, M. C. (2003): eTailQ: dimensionalizing, measuring and predicting etail quality, in: Journal of Retailing, Jg. 79, Nr. 3, S. 183–198.

    Google Scholar 

  • Woodall, T. (2003): Conceptualizing Perceived Value: The Development of a Multiple Item Scale, in: Academy of Marketing Science Review, Jg. 12, Nr. 1, S. 1–42.

    Google Scholar 

  • Xu, K./Chan, J./Ghose, A./Sang Pil, H. (2017): Battle of the Channels: The Impact of Tablets on Digital Commerce, in: Management Science, Jg. 63, Nr. 5, S. 1469–1492.

    Google Scholar 

  • Yakov, B./Venkatesh, S./Fareena, S./Urban, G. L. (2005): Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study, in: Journal of Marketing, Jg. 69, Nr. 4, S. 133–152.

    Google Scholar 

  • Yang, S./Lu, Y./Chau, P. (2013): Why do Consumers adopt Online Channel? An Empirical Investigation of two Channel Extension Mechanisms, in: Decision Support Systems, Jg. 54, Nr. 2, S. 858–869.

    Google Scholar 

  • Yang, Z./Jun, M. (2002): Consumer Perception of e-Service Quality: From Internet Purchaser And Non-Purchaser Perspective, in: Journal of Business Strategies, Jg. 19, Nr. 1, S. 19–41.

    Google Scholar 

  • Yen, H./Ju, R. (2006): Risk-Reducing Signals for New Online Retailers: A Study of Single and Multiple Signalling Effects, in: International Journal of Internet Marketing and Advertising, Jg. 3, Nr. 4, S. 299–317.

    Google Scholar 

  • Yoo, J./Park, M. (2016): The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands, in: Journal of Business Research, Jg. 69, Nr. 12, S. 5775–5784.

    Google Scholar 

  • Yoon, S.-J. (2002): The Antecedents and Consequences of Trust in Online-Purchase Decisions, in: Journal of Interactive Marketing, Jg. 16, Nr. 2, S. 47–63.

    Google Scholar 

  • Zeithaml, V. A. (1988): Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence, in: Journal of Marketing, Jg. 52, Nr. 3, S. 2–22.

    Google Scholar 

  • Google Scholar 

Download references

Author information

Authors and Affiliations

  1. HSBA Hamburg School of Business Administration, Hamburg, Deutschland

    Dennis Ahrholdt, Goetz Greve & Gregor Hopf

Authors
  1. Dennis Ahrholdt
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Goetz Greve
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Gregor Hopf
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Ahrholdt, D., Greve, G., Hopf, G. (2019). Erfolgszusammenhänge beim Online-Shop. In: Online-Marketing-Intelligence. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-26562-5_14

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-26562-5_14

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-26561-8

  • Online ISBN: 978-3-658-26562-5

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics

Search

Navigation