Examination of online channel preference: using the structure-conduct-outcome framework

Authors:
Sarv Devaraj;Ming Fan;Rajiv Kohli
Affiliations:
Management Department Mendoza College of Business, University of Notre Dame, Notre Dame, IN;University of Washington Business School, Seattle, Washington;Mason School of Business, College of William & Mary, Williamsburg, VA
Venue:
Decision Support Systems
Year:
2006

Citing 22
Cited 7

Strategic orientation of business enterprises: the construct, dimensionality, and measurement

Management Science
Information technology and industrial cooperation: the changing economics of coordination and ownership

Journal of Management Information Systems
Computerized loan origination systems: an industry case study of the electronic markets hypothesis

MIS Quarterly
On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution

MIS Quarterly
Electronic markets and electronic hierarchies

Communications of the ACM
Information specificity and environmental scanning: an economic perspective

MIS Quarterly
An empirical study on consumer acceptance of products in electronic markets: a transaction cost model

Decision Support Systems - Special issue on economics of electronic commerce
Production and transaction economies and IS outsourcing: a study of the U.S. banking industry

MIS Quarterly
Internet-based e-shopping and consumer attitudes an empirical study

Information and Management
Current technological impediments to business-to-consumer electronic commerce

Communications of the AIS
Measuring the Customer Experience in Online Environments: A Structural Modeling Approach

Marketing Science
Web Site Usability, Design, and Performance Metrics

Information Systems Research
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics

Information Systems Research
Businesses as Buildings: Metrics for the Architectural Quality of Internet Businesses

Information Systems Research
Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry

Information Systems Research
Antecedents of Customer Satisfaction on the Internet: An Empirical Study of Online Shopping

HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Determinants of Successful Website Design: Relative Importance and Recommendations for Effectiveness

HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Market process reengineering through electronic market systems: opportunities and challenges

Journal of Management Information Systems - Special issue: Information technology and its organizational impact
Consumer reactions to electronic shopping on the world wide web

International Journal of Electronic Commerce
Understanding Determinants of Online Consumer Satisfaction: A Decision Process Perspective

Journal of Management Information Systems
What makes consumers buy from Internet? A longitudinal study of online shopping

IEEE Transactions on Systems, Man, and Cybernetics, Part A: Systems and Humans
Expectations versus reality: a snapshot of consumer experiences with Internet retailing

International Journal of Information Management: The Journal for Information Professionals

Revisiting the role of web assurance seals in business-to-consumer electronic commerce

Decision Support Systems
Testing media richness theory to explain consumers' intentions of buying online

Proceedings of the 10th international conference on Electronic commerce
Factors affecting cross-hospital exchange of Electronic Medical Records

Information and Management
Examining the relationship between individual characteristics, product characteristics, and media richness fit on consumer channel preference

EC-Web'07 Proceedings of the 8th international conference on E-commerce and web technologies
Service source and channel choice in G2C service environments: a model comparison in the anti/counter-terrorism domain1

Information Systems Journal
The impact of information security failure on customer behaviors: A study on a large-scale hacking incident on the internet

Information Systems Frontiers
From clicking to consideration: A business intelligence approach to estimating consumers' consideration probabilities

Decision Support Systems

Quantified Score

Hi-index	0.00

Visualization

Abstract

Electronic commerce and online shopping continue to grow as consumers' channel of choice for products and services. Yet, persistent issues of security, availability, and personalization inhibit its full potential. This paper examines the behavioral and economic aspects that contribute to online consumers' satisfaction and eventually lead to their preference of the online channel. Using a structure-conduct-outcome (SCO) framework, this study analyzes the economic aspects of consumer transaction through incurred costs and the social aspects through patterns of behavior.The results from the structural equation modeling analysis indicate that asset specificity and uncertainty structure variables of the electronic marketplace are associated with the conduct constructs such as time responsiveness, personalization, wehsite design and security and reliability of the online channel. Further, we find that time responsiveness, personalization, security, and reliability are also significantly related to the consumer satisfaction outcome with the channel. We do not find support for website design being related to online consumers' satisfaction. Finally, there is evidence that satisfaction derived from the above conduct variables is strongly related to the consumers' preference for the online channel.