Consumer's trust in Internet shopping: a modelling proposal based on the standard learning hierarchy
##plugins.themes.bootstrap3.article.main##
##plugins.themes.bootstrap3.article.sidebar##
Published
18-09-2018
Francisco J. Martínez López
Manuel Ortigueira Sánchez
Mario Pérez Ronchel
Abstract
This paper is placed on the framework of studies focused on analyzing the consumers' buying behaviour on the Internet. We have based on adapting the hierarchy-of-effects model (standard learning hierarchy), in order to theoretically propose a conceptual model explaining how consumers' beliefs —i.e. design, interaction speed, social benefits, and privacy— and attitudes toward the Internet as a communication medium can be plausible determinants of trusting in Internet shopping. Furthermore, our model poses that consumers' overall opinions regarding with in-home shopping might also exert an influence on their evaluations about the Internet as a communication medium and, specially, as a shopping medium.
The proposed conceptual model is supported by a deep and specific literature review. The relationships contained in the model have been estimated by means of structural equation modelling. Results confirm that this approach based on the cognitive information processing is valid to model consumers' shopping behavior on the Internet.
Finally, several academic reflections, as well as a set of managerial implications based on the questions analyzed, are put forward.
How to Cite
Martínez López, F. J., Ortigueira Sánchez, M., & Pérez Ronchel, M. (2018). Consumer’s trust in Internet shopping: a modelling proposal based on the standard learning hierarchy. Cuadernos De Gestión, 6(2), 59–79. https://doi.org/10.5295/cdg.19168fm
##plugins.themes.bootstrap3.article.details##
Keywords
Online consumer behaviour, attitude, trust in Internet shopping, standard learning hierarchy
References
AJZEN, I.; FISHBEIN, M. (1980): Understanding attitudes and predicting social behaviour, Prentice Hall, Englewood Cliffs, New Jersey.
ALBA, J.; LYNCH, J.; WEITZ, B.; JANISZEWSKI, C. LUTZ, R.; SAWYER, A.; WOOD, S. (1997): «Interactive home shopping: consumer, retailer, and manufacturer incentives to participate in electronic marketplaces», Journal of Marketing, Vol. 61, pp. 38-53.
A.T. KEARNEY (2005): «Informe sobre globalización». Disponible en: http://www.atkearney.com/shared_res/pdf/2005G-index.pdf [20-07-2006].
BAGOZZI, R.P.; YI, Y. (1989): «On the use of structural equation model in experimental design», Journal of Marketing Research, Vol. 26, N. 3, pp. 271-284.
BALABANIS, G.; VASSILEIOU, S. (1999): «Some attitudinal predictors of home-shopping through the Internet», Journal of Marketing Management, Vol. 15, pp. 361-385.
BARTEL, K.; GRUBBS, M. (2000): «Dimensions of privacy concern among online consumers», Journal of Public Policy & Marketing, Vol. 19, N. 1, pp. 62-73.
BARUCH, Y. (2001): «The autistic society», Information & Management, Vol. 38, pp. 129-136.
BARWISE, P.; ELBERSE, A.; HAMMOND, K. (2000): «Marketing and the Internet: a research review», Documento de Trabajo, London Business School. Disponible en: http://www.marketingandtheinternet.com
BOBBITT, L.M.; DABHOLKAR, P.A. (2001): «Integrating attitudinal theories to understand and predict use technology-based self service», International Journal of Service Industry Management, Vol. 12, N. 5, pp. 423-450.
BROWN, S.; STAYMAN, D. (1999): «Antecedents and consequences of attitude toward the ad: a meta-analysis», Journal of Consumer Research, Vol. 19, Junio, pp. 24-51.
BRUNER, G. AND KUMAR, A. (2000), «Commercials on the web: exploring the advertising hierarchy-of-effects», Journal of Advertising Research, Vol. 40, pp. 35-42.
BURNS, A.; BUSH, R. (2000): Marketing research. 3rd Ed.; Prentice Hall.
BUTLER, P.; PEPPARD, J. (1998): «Consumer purchasing on the Internet: processes and prospects», European Management Journal, Vol. 16, N. 5, pp. 600-610.
CASTELFRANCHI, C.; TAN, Y. (2002): «The Role of Trust and Deception in Virtual Societies», International Journal of Electronic Commerce, Vol. 6, N. 3, pp. 55-70.
CAUDILL, E.; MURPHY, P. (2000): «Consumer online privacy: legal and ethical issues», Journal of Public Policy & Marketing, Vol. 19, N. 1, pp. 7-19.
CHEN, Q.; WELLS, W. (1999): «Attitude toward the site», Journal of Advertising Research, Septiembre/Octubre, pp. 27-37.
CHESKIN RESEARCH AND STUDIO ARCHETYPE/SAPIENT (1999): «Ecommerce trust study».
CRAWFORD, F.; SHERN, S. (1998): «Six Winning Strategies for Web Selling», Retail news, Ernst & Young, Primavera, pp. 1-3 y 8. Disponible en: http://www.ey.com/
DEGERATU, A.; RANGASWAMY, A.; WU, J. (2000): «Consumer choice behaviour in online and traditional supermarkets: The effects of brand name, price, and other search attributes», International Journal of Research in Marketing, Vol. 17, pp. 55-78.
DICKSON, P. (2000): «Understanding the trade winds: the global evolution of production, consumption, and the Internet», Journal of Consumer Research, Vol. 27, pp. 115-122.
DURVASULA, S.; ANDREWS, J.C.; LYSONSKI, S.; NETEMEYER, R.G. (1993): «Assessing the cross-national applicability of consumer behavior models: a model toward advertising in general», Journal of Consumer Research, Vol. 19, Marzo, pp. 626-636.
FARQUHAR, B.; GORDON, L.; BALFOUR, A. (1998): «Consumer needs in Global Electronic Commerce», International Journal of Electronic Markets, Vol. 8, no 2, pp. 9-12.
FISHBEIN, M.; AJZEN, I. (1975): Belief, attitude, intention and behaviour: an introduction to theory and research, Reading, Mass: Addison-Wesley.
GUNASEKARAN, A.; LOVE, P.E.D. (1999): «Current and future directions of multimedia technology in business», International Journal of Information Management, Vol. 19, pp. 105-120.
HAIR, J.F.; ANDERSON, R.E.; TATHAM, R.L.; BLACK, W.C. (1999): Análisis multivariante (5.ª ed.): Prentice Hall.
HAMILL, J.; ENNIS, S. (1999): «The Internet: the direct route to growth and development», en M.J. Baker [ed.]: The Marketing Book (Capítulo 30), London: Heinemann, pp. 701-702.
HAVICK, J. (1999): «The impact of the Internet on a television-based society», Technology in Society, Vol. 22, pp. 273-287.
HEAD, M.; YUAN, Y. (2001): «Privacy protection in electronic commerce - a theoretical framework», Human Systems Management, Vol. 20, pp. 149-160.
HELANDER, M.; KHALID, H. (2000): «Modelling the customer in electronic commerce», Applied Ergonomics, Vol. 31, pp. 609-619.
HOFFMAN, D.; NOVAK, T. (1996): «Marketing in hypermedia computer-mediated environments: conceptual foundations», Journal of Marketing, Vol. 60, Julio, pp. 50-68.
HOFFMAN, D.; NOVAK, T. (1997): «A New Marketing Paradigm for Electronic Commerce», The Information Society, Vol. 13, Enero (número especial sobre e-commerce), pp. 43-54.
HOFFMAN, D.; KALSBEEK, W.; NOVAK, T. (1996): «Internet and Web use in the U.S. », Communications of the ACM, Vol. 39, N. 12, pp. 36-46.
HOFFMAN, D.; NOVAK, T.; PERALTA, M. (1999a): «Information privacy in the marketspace: implications for the commercial uses of anonymity on the Web», The Information Society, Vol. 15, pp. 129-139.
HOFFMAN, D.; NOVAK, T.; PERALTA, M. (1999b): «Building consumer trust in online environments: the case for information privacy», Communications of the ACM, Vol. 42, N. 4, pp. 80-85.
HOLBROOK, M.B. (1986): «Emotion in the consumption experience: toward a new model of consumer behavior», en R.A. Peterson; W.D. Hoyer; W.R. Wilson [eds.]: The role of affect in consumer behavior, Lexington, MA, Lexington Books, pp. 17-52.
HOUSTON, D. (2001): «Trust in the networked economy: doing business on Web time», Business Horizons, Marzo-Abril, pp. 38-44.
IGBARIA, M.; CHAKRABARTI, A. (1990): «Computer anxiety and attitudes towards microcomputer use», Behaviour and Information Technology, Vol. 9, pp. 229-241.
JARVENPAA, S.; TRACTINSKY, N.; SAARINEN, L.; VITALE, M. (1999): «Consumer trust in an Internet store: a cross-cultural validation», Journal of Computer-Mediated Communications, Vol. 5, N. 2. Disponible en: http://www.ascusc.org/jcmc/vol5/issue2/jarvenpaa.htm
JEVONS, C.; GABBOTT, M. (2000): «Trust, Brand equity and brand reality in Internet business relationships: An interdisciplinary approach», Journal of Marketing Management, Vol. 16, pp. 619-634.
JOHN, G.; WEISS, A.; DUTTA, S. (1999): «Marketing in technology-intensive markets: toward a conceptual framework», Journal of Marketing, Vol. 63 (número especial), pp. 78-91.
JONES, J.; VIJAYASARATHY, L. (1998): «Internet consumer catalog shopping: findings from a exploratory study and directions for future research», Internet Research: Electronic Networking Applications and Policy, Vol. 8, N. 4, pp. 322-330.
KARDES, F.R. (1996): «In defense of experimental consumer psychology», Journal of Consumer Psychology, Vol. 5, N. 3, pp. 279-296.
LEE, M.; TURBAN, E. (2001): «A trust model for consumer Internet shopping», International Journal of Electronic Commerce, Vol. 6, N. 1, pp. 75-91.
LEVERICK, F.; LITTLER, D.; WILSON, D.; BRUCE, M. (1997): «The role of IT in the reshaping of marketing», Journal of Marketing Practice: Applied Marketing Science, Vol. 3, N. 2, pp. 87-106.
LIAO, Z.; CHEUNG, T. (2001): «Internet-based e-shopping and consumer attitudes: an empirical study», Information & Management, Vol. 38, pp. 299-306.
LIN, J.; LU, H. (2000): «Towards an understanding of the behavioural intention to use a website», International Journal of Information Management, Vol. 20, pp. 197-208.
LOHSE, G.; SPILLER, P. (1999): «Internet retail store design: How the user interface influences traffic and sales», Journal of Computer-Mediated Communications, Vol. 5, N. 2. Disponible en: http://www.ascusc.org/jcmc/vol5/issue2/lohse.htm
LUNA, D.; PERACCHIO, L.; DE JUAN, M. (2002): «Cross-cultural and cognitive aspects of web site navigation», Journal of the Academy of Marketing Science, Vol. 30, N. 4, pp. 397-410.
MALHOTRA, N. (1997): Investigación de Mercados. Un enfoque práctico. 2a Ed., Prentice Hall.
MCKNIGHT, H.; CHERVANY, N. (2001): «What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology», International Journal of Electronic Commerce, Vol. 6, N. 2, pp. 35-59.
MCKNIGHT, D.; CHOUDHURY, V.; KACMAR, C. (2002): «Developing and validating trust measures for e-commerce: an integrative typology», Information Systems Research, Vol. 13, N. 3, pp. 334-359.
MEHTA, A. (2000): «Advertising attitudes and advertising effectiveness», Journal of Advertising Research, Mayo-Junio, pp. 67-72.
MONTOYA-WEIS, M.; VOSS, G.: GREWALL, D. (2003): «Determinants of online channel use and overall satisfaction with a relational, multichannel service provider», Journal of the Academy of Marketing Science, Vol. 31, N. 4, pp. 448-458.
NOVAK, T.; HOFFMAN, D.; YUNG, Y. (2000): «Measuring the customer experience in online environments: A structural modelling approach», Marketing Science, Vol. 19, N. 1 (número especial Marketing Science and the Internet), pp. 22-42.
OECD (1997): Information technology outlook 1997, OECD, Paris. Disponible en: http://www.oecd.org/
OSKAMP, S. (1991): Attitudes and opinions. Second Edition, Prentice Hall, Englewood Cliffs, New Jersey.
PEATTIE, K.; PETERS. L. (1997): «The marketing mix in the third age of computing», Marketing Intelligence & Planning, Vol. 15, N. 3, pp. 142-150.
PETERSON, R.A. (1994): «A meta-analysis of Cronbach’s coefficient alpha», Journal of Consumer Research, Vol. 21, Septiembre, pp. 381-391.
PETERSON, R.A. (2001): «On the use of college students in social science research: insights a second-order meta-analysis», Journal of Consumer Research, Vol. 28, Diciembre, pp. 450-461.
PETERSON, R.A.; MERINO, M. (2003): «Consumer information search behaviour and the Internet», Psychology & Marketing, Vol. 20, N. 2, pp. 99-121.
RANGASWAMY, A.; GUPTA, S. (1999): «Innovation adoption and diffusion in the digital environments: some research opportunities», Documento de Trabajo, eBusiness Research Center (02-1999).
REYNOLDS, J. (2000): «Ecommerce: a critical review», International Journal of Retail & Distribution Management, Vol. 28, N. 10, pp. 417-444.
RICHARDS, J.I. (1997): «Legal potholes on the information superhighway», Journal of Public Policy & Marketing, Vol. 16, N. 2, pp. 319-326.
ROWLEY, J. (2000): «Product searching with shopping bots», Internet Research: Electronic Networking Applications and Policy, Vol. 10, N. 3, pp. 203-214.
RUST, R.T.; KANNAN, P.K.; PENG, N. (2002): «The customer economics of the Internet», Journal of the Academy of Marketing Science, Vol. 30, N. 4, pp. 455-464.
SCHIFFMAN, L.; KANUK, L. (1997): Consumer Behavior (Fifth Edition): Prentice Hall.
SHIH, C. (1998): «Conceptualizing consumer experiences in cyberspace», European Journal of Marketing, Vol. 32, N. 7/8, pp. 655-663.
SMITH, M.; BAILEY, J.; BRYNJOLFSSON, E. (1999): «Understanding digital markets: review and assessment», Documento de Trabajo, MIT Sloan School. Disponible en: http://ecommerce.mit.edu/papers/ude
SOLOMON, M. (1997): Comportamiento del Consumidor (Tercera Edición), Prentice Hall.
SOLOMON, M.; Bermossy, G.; Askegaard, S. (2002): Consumer behaviour: a European perspective (2nd Edition), Prentice Hall.
STEUER, J. (1992): «Defining virtual reality: dimensions determining telepresence», Journal of Communication, Vol. 42, Otoño, pp. 73-93.
STEVENSON, J.; BRUNER, G.; KHUMAR, A. (2000): «Webpage background and viewer attitudes», Journal of Advertising Research, Vol. 40, N. 1/2, pp. 29-34.
TAN, Y.; THOEN, W. (2000): «Toward a Generic Model of Trust for Electronic Commerce», International Journal of Electronic Commerce, Vol. 5, N. 2, pp. 61-74.
UDO, G. (2001): «Privacy and security concerns as major barriers for e-commerce: a survey study», Information Management & Computer Security, Vol. 9, N. 4, pp. 165-174.
URBAN, G.; SULTAN, F.; QUALLS, W. (2000): «Placing trust at the center of your Internet strategy», Sloan Management Review, Otoño, pp. 39-48.
WATSON, R.; PITT, L.; BERTHON, P.; ZINKHAN, G. (2002): «U-commerce: expanding the universe of marketing», Journal of the Academy of Marketing Science, Vol. 30, N. 4, pp. 333-347.
WEIBER, R.; KOLLMANN, T. (1998): «Competitive advantages in virtual markets- perspectives of «information-based marketing» in cyberspace», European Journal of Marketing, Vol. 32, N. 7/8, pp. 603-615.
WHITLEY, B. (1997): «Gender differences in computer-related attitudes and behaviour: a metaanalysis», Computers in Human Behaviour, Vol. 13, pp. 1-22.
WOLFINBARGER, M.; GILLY, M. (2001): «Shopping online for freedom, control, and fun», California Management Review, Vol. 43, N. 2, pp. 35-55.
ZEITHAML, V.; PARASURAMAN, A.; MALHOTRA, A. (2002); «Service quality delivery through web sites: a critical review of extant knowledge», Journal of the Academy of Marketing Science 30, N. 4, pp. 362-375.
ZIKMUND, W. (1998): Investigación de Mercados. 6.ª ed., Prentice Hall.
ALBA, J.; LYNCH, J.; WEITZ, B.; JANISZEWSKI, C. LUTZ, R.; SAWYER, A.; WOOD, S. (1997): «Interactive home shopping: consumer, retailer, and manufacturer incentives to participate in electronic marketplaces», Journal of Marketing, Vol. 61, pp. 38-53.
A.T. KEARNEY (2005): «Informe sobre globalización». Disponible en: http://www.atkearney.com/shared_res/pdf/2005G-index.pdf [20-07-2006].
BAGOZZI, R.P.; YI, Y. (1989): «On the use of structural equation model in experimental design», Journal of Marketing Research, Vol. 26, N. 3, pp. 271-284.
BALABANIS, G.; VASSILEIOU, S. (1999): «Some attitudinal predictors of home-shopping through the Internet», Journal of Marketing Management, Vol. 15, pp. 361-385.
BARTEL, K.; GRUBBS, M. (2000): «Dimensions of privacy concern among online consumers», Journal of Public Policy & Marketing, Vol. 19, N. 1, pp. 62-73.
BARUCH, Y. (2001): «The autistic society», Information & Management, Vol. 38, pp. 129-136.
BARWISE, P.; ELBERSE, A.; HAMMOND, K. (2000): «Marketing and the Internet: a research review», Documento de Trabajo, London Business School. Disponible en: http://www.marketingandtheinternet.com
BOBBITT, L.M.; DABHOLKAR, P.A. (2001): «Integrating attitudinal theories to understand and predict use technology-based self service», International Journal of Service Industry Management, Vol. 12, N. 5, pp. 423-450.
BROWN, S.; STAYMAN, D. (1999): «Antecedents and consequences of attitude toward the ad: a meta-analysis», Journal of Consumer Research, Vol. 19, Junio, pp. 24-51.
BRUNER, G. AND KUMAR, A. (2000), «Commercials on the web: exploring the advertising hierarchy-of-effects», Journal of Advertising Research, Vol. 40, pp. 35-42.
BURNS, A.; BUSH, R. (2000): Marketing research. 3rd Ed.; Prentice Hall.
BUTLER, P.; PEPPARD, J. (1998): «Consumer purchasing on the Internet: processes and prospects», European Management Journal, Vol. 16, N. 5, pp. 600-610.
CASTELFRANCHI, C.; TAN, Y. (2002): «The Role of Trust and Deception in Virtual Societies», International Journal of Electronic Commerce, Vol. 6, N. 3, pp. 55-70.
CAUDILL, E.; MURPHY, P. (2000): «Consumer online privacy: legal and ethical issues», Journal of Public Policy & Marketing, Vol. 19, N. 1, pp. 7-19.
CHEN, Q.; WELLS, W. (1999): «Attitude toward the site», Journal of Advertising Research, Septiembre/Octubre, pp. 27-37.
CHESKIN RESEARCH AND STUDIO ARCHETYPE/SAPIENT (1999): «Ecommerce trust study».
CRAWFORD, F.; SHERN, S. (1998): «Six Winning Strategies for Web Selling», Retail news, Ernst & Young, Primavera, pp. 1-3 y 8. Disponible en: http://www.ey.com/
DEGERATU, A.; RANGASWAMY, A.; WU, J. (2000): «Consumer choice behaviour in online and traditional supermarkets: The effects of brand name, price, and other search attributes», International Journal of Research in Marketing, Vol. 17, pp. 55-78.
DICKSON, P. (2000): «Understanding the trade winds: the global evolution of production, consumption, and the Internet», Journal of Consumer Research, Vol. 27, pp. 115-122.
DURVASULA, S.; ANDREWS, J.C.; LYSONSKI, S.; NETEMEYER, R.G. (1993): «Assessing the cross-national applicability of consumer behavior models: a model toward advertising in general», Journal of Consumer Research, Vol. 19, Marzo, pp. 626-636.
FARQUHAR, B.; GORDON, L.; BALFOUR, A. (1998): «Consumer needs in Global Electronic Commerce», International Journal of Electronic Markets, Vol. 8, no 2, pp. 9-12.
FISHBEIN, M.; AJZEN, I. (1975): Belief, attitude, intention and behaviour: an introduction to theory and research, Reading, Mass: Addison-Wesley.
GUNASEKARAN, A.; LOVE, P.E.D. (1999): «Current and future directions of multimedia technology in business», International Journal of Information Management, Vol. 19, pp. 105-120.
HAIR, J.F.; ANDERSON, R.E.; TATHAM, R.L.; BLACK, W.C. (1999): Análisis multivariante (5.ª ed.): Prentice Hall.
HAMILL, J.; ENNIS, S. (1999): «The Internet: the direct route to growth and development», en M.J. Baker [ed.]: The Marketing Book (Capítulo 30), London: Heinemann, pp. 701-702.
HAVICK, J. (1999): «The impact of the Internet on a television-based society», Technology in Society, Vol. 22, pp. 273-287.
HEAD, M.; YUAN, Y. (2001): «Privacy protection in electronic commerce - a theoretical framework», Human Systems Management, Vol. 20, pp. 149-160.
HELANDER, M.; KHALID, H. (2000): «Modelling the customer in electronic commerce», Applied Ergonomics, Vol. 31, pp. 609-619.
HOFFMAN, D.; NOVAK, T. (1996): «Marketing in hypermedia computer-mediated environments: conceptual foundations», Journal of Marketing, Vol. 60, Julio, pp. 50-68.
HOFFMAN, D.; NOVAK, T. (1997): «A New Marketing Paradigm for Electronic Commerce», The Information Society, Vol. 13, Enero (número especial sobre e-commerce), pp. 43-54.
HOFFMAN, D.; KALSBEEK, W.; NOVAK, T. (1996): «Internet and Web use in the U.S. », Communications of the ACM, Vol. 39, N. 12, pp. 36-46.
HOFFMAN, D.; NOVAK, T.; PERALTA, M. (1999a): «Information privacy in the marketspace: implications for the commercial uses of anonymity on the Web», The Information Society, Vol. 15, pp. 129-139.
HOFFMAN, D.; NOVAK, T.; PERALTA, M. (1999b): «Building consumer trust in online environments: the case for information privacy», Communications of the ACM, Vol. 42, N. 4, pp. 80-85.
HOLBROOK, M.B. (1986): «Emotion in the consumption experience: toward a new model of consumer behavior», en R.A. Peterson; W.D. Hoyer; W.R. Wilson [eds.]: The role of affect in consumer behavior, Lexington, MA, Lexington Books, pp. 17-52.
HOUSTON, D. (2001): «Trust in the networked economy: doing business on Web time», Business Horizons, Marzo-Abril, pp. 38-44.
IGBARIA, M.; CHAKRABARTI, A. (1990): «Computer anxiety and attitudes towards microcomputer use», Behaviour and Information Technology, Vol. 9, pp. 229-241.
JARVENPAA, S.; TRACTINSKY, N.; SAARINEN, L.; VITALE, M. (1999): «Consumer trust in an Internet store: a cross-cultural validation», Journal of Computer-Mediated Communications, Vol. 5, N. 2. Disponible en: http://www.ascusc.org/jcmc/vol5/issue2/jarvenpaa.htm
JEVONS, C.; GABBOTT, M. (2000): «Trust, Brand equity and brand reality in Internet business relationships: An interdisciplinary approach», Journal of Marketing Management, Vol. 16, pp. 619-634.
JOHN, G.; WEISS, A.; DUTTA, S. (1999): «Marketing in technology-intensive markets: toward a conceptual framework», Journal of Marketing, Vol. 63 (número especial), pp. 78-91.
JONES, J.; VIJAYASARATHY, L. (1998): «Internet consumer catalog shopping: findings from a exploratory study and directions for future research», Internet Research: Electronic Networking Applications and Policy, Vol. 8, N. 4, pp. 322-330.
KARDES, F.R. (1996): «In defense of experimental consumer psychology», Journal of Consumer Psychology, Vol. 5, N. 3, pp. 279-296.
LEE, M.; TURBAN, E. (2001): «A trust model for consumer Internet shopping», International Journal of Electronic Commerce, Vol. 6, N. 1, pp. 75-91.
LEVERICK, F.; LITTLER, D.; WILSON, D.; BRUCE, M. (1997): «The role of IT in the reshaping of marketing», Journal of Marketing Practice: Applied Marketing Science, Vol. 3, N. 2, pp. 87-106.
LIAO, Z.; CHEUNG, T. (2001): «Internet-based e-shopping and consumer attitudes: an empirical study», Information & Management, Vol. 38, pp. 299-306.
LIN, J.; LU, H. (2000): «Towards an understanding of the behavioural intention to use a website», International Journal of Information Management, Vol. 20, pp. 197-208.
LOHSE, G.; SPILLER, P. (1999): «Internet retail store design: How the user interface influences traffic and sales», Journal of Computer-Mediated Communications, Vol. 5, N. 2. Disponible en: http://www.ascusc.org/jcmc/vol5/issue2/lohse.htm
LUNA, D.; PERACCHIO, L.; DE JUAN, M. (2002): «Cross-cultural and cognitive aspects of web site navigation», Journal of the Academy of Marketing Science, Vol. 30, N. 4, pp. 397-410.
MALHOTRA, N. (1997): Investigación de Mercados. Un enfoque práctico. 2a Ed., Prentice Hall.
MCKNIGHT, H.; CHERVANY, N. (2001): «What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology», International Journal of Electronic Commerce, Vol. 6, N. 2, pp. 35-59.
MCKNIGHT, D.; CHOUDHURY, V.; KACMAR, C. (2002): «Developing and validating trust measures for e-commerce: an integrative typology», Information Systems Research, Vol. 13, N. 3, pp. 334-359.
MEHTA, A. (2000): «Advertising attitudes and advertising effectiveness», Journal of Advertising Research, Mayo-Junio, pp. 67-72.
MONTOYA-WEIS, M.; VOSS, G.: GREWALL, D. (2003): «Determinants of online channel use and overall satisfaction with a relational, multichannel service provider», Journal of the Academy of Marketing Science, Vol. 31, N. 4, pp. 448-458.
NOVAK, T.; HOFFMAN, D.; YUNG, Y. (2000): «Measuring the customer experience in online environments: A structural modelling approach», Marketing Science, Vol. 19, N. 1 (número especial Marketing Science and the Internet), pp. 22-42.
OECD (1997): Information technology outlook 1997, OECD, Paris. Disponible en: http://www.oecd.org/
OSKAMP, S. (1991): Attitudes and opinions. Second Edition, Prentice Hall, Englewood Cliffs, New Jersey.
PEATTIE, K.; PETERS. L. (1997): «The marketing mix in the third age of computing», Marketing Intelligence & Planning, Vol. 15, N. 3, pp. 142-150.
PETERSON, R.A. (1994): «A meta-analysis of Cronbach’s coefficient alpha», Journal of Consumer Research, Vol. 21, Septiembre, pp. 381-391.
PETERSON, R.A. (2001): «On the use of college students in social science research: insights a second-order meta-analysis», Journal of Consumer Research, Vol. 28, Diciembre, pp. 450-461.
PETERSON, R.A.; MERINO, M. (2003): «Consumer information search behaviour and the Internet», Psychology & Marketing, Vol. 20, N. 2, pp. 99-121.
RANGASWAMY, A.; GUPTA, S. (1999): «Innovation adoption and diffusion in the digital environments: some research opportunities», Documento de Trabajo, eBusiness Research Center (02-1999).
REYNOLDS, J. (2000): «Ecommerce: a critical review», International Journal of Retail & Distribution Management, Vol. 28, N. 10, pp. 417-444.
RICHARDS, J.I. (1997): «Legal potholes on the information superhighway», Journal of Public Policy & Marketing, Vol. 16, N. 2, pp. 319-326.
ROWLEY, J. (2000): «Product searching with shopping bots», Internet Research: Electronic Networking Applications and Policy, Vol. 10, N. 3, pp. 203-214.
RUST, R.T.; KANNAN, P.K.; PENG, N. (2002): «The customer economics of the Internet», Journal of the Academy of Marketing Science, Vol. 30, N. 4, pp. 455-464.
SCHIFFMAN, L.; KANUK, L. (1997): Consumer Behavior (Fifth Edition): Prentice Hall.
SHIH, C. (1998): «Conceptualizing consumer experiences in cyberspace», European Journal of Marketing, Vol. 32, N. 7/8, pp. 655-663.
SMITH, M.; BAILEY, J.; BRYNJOLFSSON, E. (1999): «Understanding digital markets: review and assessment», Documento de Trabajo, MIT Sloan School. Disponible en: http://ecommerce.mit.edu/papers/ude
SOLOMON, M. (1997): Comportamiento del Consumidor (Tercera Edición), Prentice Hall.
SOLOMON, M.; Bermossy, G.; Askegaard, S. (2002): Consumer behaviour: a European perspective (2nd Edition), Prentice Hall.
STEUER, J. (1992): «Defining virtual reality: dimensions determining telepresence», Journal of Communication, Vol. 42, Otoño, pp. 73-93.
STEVENSON, J.; BRUNER, G.; KHUMAR, A. (2000): «Webpage background and viewer attitudes», Journal of Advertising Research, Vol. 40, N. 1/2, pp. 29-34.
TAN, Y.; THOEN, W. (2000): «Toward a Generic Model of Trust for Electronic Commerce», International Journal of Electronic Commerce, Vol. 5, N. 2, pp. 61-74.
UDO, G. (2001): «Privacy and security concerns as major barriers for e-commerce: a survey study», Information Management & Computer Security, Vol. 9, N. 4, pp. 165-174.
URBAN, G.; SULTAN, F.; QUALLS, W. (2000): «Placing trust at the center of your Internet strategy», Sloan Management Review, Otoño, pp. 39-48.
WATSON, R.; PITT, L.; BERTHON, P.; ZINKHAN, G. (2002): «U-commerce: expanding the universe of marketing», Journal of the Academy of Marketing Science, Vol. 30, N. 4, pp. 333-347.
WEIBER, R.; KOLLMANN, T. (1998): «Competitive advantages in virtual markets- perspectives of «information-based marketing» in cyberspace», European Journal of Marketing, Vol. 32, N. 7/8, pp. 603-615.
WHITLEY, B. (1997): «Gender differences in computer-related attitudes and behaviour: a metaanalysis», Computers in Human Behaviour, Vol. 13, pp. 1-22.
WOLFINBARGER, M.; GILLY, M. (2001): «Shopping online for freedom, control, and fun», California Management Review, Vol. 43, N. 2, pp. 35-55.
ZEITHAML, V.; PARASURAMAN, A.; MALHOTRA, A. (2002); «Service quality delivery through web sites: a critical review of extant knowledge», Journal of the Academy of Marketing Science 30, N. 4, pp. 362-375.
ZIKMUND, W. (1998): Investigación de Mercados. 6.ª ed., Prentice Hall.
Issue
Section
Articles
Authors retain copyright of its works. Management Letters/Cuadernos de Gestión publications are licensed under Creative Commons license CC-BY-NC-ND, granting open access rights to society.
Specifically, CC-BY-NC-ND license permits any kind of use, distribution, publicize and copy the article, as long as the original author and source are properly recognized and for Non Commercial purposes.
The author can use the article freely always indicating that it has been published in Management Letters/Cuadernos de Gestión. Any re-edition of the article must be approved by the journal editorial team.