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dc.contributor.authorWeijters, Bert
dc.contributor.authorSchillewaert, Niels
dc.date.accessioned2017-12-02T14:23:29Z
dc.date.available2017-12-02T14:23:29Z
dc.date.issued2006
dc.identifier.urihttp://hdl.handle.net/20.500.12127/1959
dc.description.abstractBuilding on the e-Satisfaction model proposed by Szymanski and Hise (2000) and further validated by Evanschitzky, Iyer, Hesse, and Ahlert (2004), we develop an instrument to measure shopper satisfaction in online and offline retail contexts: the (R)E-Tail Satisfaction scale. Using data from an online (N=202) and an offline (N=441) grocery shopper sample, the instrument is shown to be fit for cross-channel evaluation of levels of satisfaction and its antecedents. We find full metric invariance (identical factor loadings), sufficient partial scalar invariance (identical item intercepts for at least two items per construct), as well as some interesting structural differences. Most notably, online shoppers evaluate the facets of retail satisfaction generally lower than do offline shoppers.
dc.language.isoen
dc.subjectRetail & Trade Marketing
dc.title(R)E-tail satisfaction: retail customer satisfaction in online and offline contexts
refterms.dateFOA2019-10-14T12:44:42Z
dc.source.issue8
dc.source.numberofpages36
vlerick.knowledgedomainMarketing & Sales
vlerick.supervisor
vlerick.typecommWorking paper
vlerick.vlerickdepartmentMKT
dc.relation.urlhttp://public.vlerick.com/Publications/30642c0d-6aa9-e011-8a89-005056a635ed.pdf
dc.identifier.vperid35898
dc.identifier.vperid43906
dc.identifier.vpubid2196


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