 Creating customer repurchase intention in Internet retailing: The effects of multiple service events and product typeYun Kyung Cho Journal of Retailing and Consumer Services, 2015, vol. 22, issue C, 213-222 Abstract: Internet retailing literature shows that customers׳ experience with a retailer׳s website and order fulfillment separately influence repurchase intention. This study examines these two experiences׳ interactive effects on repurchase intention. Our research model includes a product type as a moderator, because the type of product can likewise affect a customer׳s experience with the retailer׳s website and order fulfillment. Results of multiple-group structural equation modeling (SEM) from customer reviews of 306 Internet retailers demonstrate that the interactive effects of a web site experience and order fulfillment are significant. In the interactive mechanism, order fulfillment experience is proven to serve as a proximal cause of repurchase intention. The moderating role of product type is significant as well. This finding suggests that practitioners should have unmatched measures for retailing different types of goods. Keywords: Internet retailing; Service quality; Repurchase intention; Product type (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:22:y:2015:i:c:p:213-222 DOI: 10.1016/j.jretconser.2014.11.002 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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