Effects of consumer perceptions of brand experience on the web: brand familiarity, satisfaction and brand trust

Journal of Consumer Behaviour - Tập 4 Số 6 - Trang 438-452 - 2005
Hong‐Youl Ha1,2, Helen Perks3
1Hong-Youl Ha is a doctoral candidate of marketing at Manchester Business School in the UK. He is an active researcher and is very interested in consumer behavior, services and pricing in the online environment. His work has been published in the Journal of Computer-Mediated Communication, the Journal of Product and Brand Management, the Marketing Review, the Journal of Consumer Behavior, the Journal of Strategic Marketing, International Journal of Consumer Studies, and the Journal of Current Issue & Research in Advertising.
2Manchester School of Management, Manchester, M60 1QD, UK.
3Helen Perks is a senior lecturer of marketing at Manchester Business School. Helen's research interests lie in two domains: New Product and Service Development and Inter-organisational Relations. She regularly publishes in international journals such as Industrial Marketing Management, Journal of Product Innovation Management and the International Journal of Innovation Management.

Tóm tắt

Từ khóa


Tài liệu tham khảo

Aaker, 1996, California Management Review, 38, 102, 10.2307/41165845

Alba, 1987, Journal of Consumer Research, 13, 411, 10.1086/209080

Anderson, 1993, Marketing Science, 12, Spring, 125, 10.1287/mksc.12.2.125

Anderson, 2003, Psychology & Marketing, 20, 123, 10.1002/mar.10063

Andreassen, 1998, International Journal of Service Industry Management, 9, 7, 10.1108/09564239810199923

(1999) AMOS 4.0 User's Guide, SmallWaters Corporation, Chicago, IL.

Athanassopoulos, 2001, European Journal of Marketing, 35, 687, 10.1108/03090560110388169

Bagozzi, 1988, Journal of the Academy of Marketing Science, 16, 74, 10.1007/BF02723327

(1997) ‘Who wins the national trust?’, Marketing, 23rd October, 21-23.

, and (1986) ‘Brand familiarity and advertising: Effects on the evoked set and brand preference’, in Advances in Consumer Research, Vol. 9(1), Association for Consumer Research, Ann Arbor, MI, 637-642.

Biswas, 1992, Journal of Business Research, 15, 251, 10.1016/0148-2963(92)90033-8

Braunsberger, 1998, Journal of Services Marketing, 12, 23, 10.1108/08876049810202348

Bruner, 2000, Journal of Advertising Research, January/April, 35, 10.2501/JAR-40-1-2-35-42

Chen, 1999, Journal of Advertising Research, 39, 27

Cheskin Research (1999) The eCommerce Trust Study, Cheskin Research and Studio Archetype/Sapient, January.

Corbitt, 2003, Electronic Commerce Research and Applications, 2, 203, 10.1016/S1567-4223(03)00024-3

Cronin, 2000, Journal of Retailing, 76, 193, 10.1016/S0022-4359(00)00028-2

(2001) ‘Development and validation of a brand trust scale’, working paper, University of Minnesota-Twin Cities, MN.

Delgado-Ballester, 2001, European Journal of Marketing, 12, 1238, 10.1108/EUM0000000006475

Dolinsky, 1994, Journal of Services Marketing, 8, 27, 10.1108/08876049410065598

Doney, 1997, Journal of Marketing, 61, 35

Fornell, 1981, Journal of Marketing Research, 18, 39, 10.1177/002224378101800104

Forrester Research (1999) Annual Report, available at: www.media.corporate-ir.net/media_files/irol/60/reports

Fournier, 1997, International Journal of Research in Marketing, 14, 451, 10.1016/S0167-8116(97)00021-9

Garbarino, 1999, Journal of Marketing, 63, 70, 10.1177/002224299906300205

(1974) Factor Analysis, W. B. Saunders Company, Philadelphia, PA.

and (2001) The Handbook of Online Marketing Research, McGraw-Hill, New York, NY.

Ha, 2004, Journal of Product and Brand Management, 13, 329, 10.1108/10610420410554412

Halstead, 1993, Journal of Service Marketing, 7, 33, 10.1108/08876049310026088

Hirschman, 1986, Journal of Advertising, 15, 27, 10.1080/00913367.1986.10673002

Hoch, 1989, Journal of Marketing, 53, 1, 10.1177/002224298905300201

Johnson, 2001, Journal of Consumer Research, 28, 331, 10.1086/322908

Johnson, 1998, Advances in Consumer Research, 25, 15

(2001) Branding, com, NTC Business Books, Chicago, IL.

(1997) Online profits: a manager's guide to electronic commerce, Harvard Business School Press, Boston: MA.

Keeney, 1999, Management Science, 45, 533, 10.1287/mnsc.45.4.533

Kenny, 2000, Harvard Business Review, November-Decemb, 119

Kim, 2001, Journal of Computer-Mediated Communication, 6

Lane, 1995, Journal of Marketing, 59, 63, 10.1177/002224299505900106

and (2001) Retailing Management, Ed. Boston: McGraw Hill/Irwin.

Li, 2001, Journal of Interactive Marketing, 15, 13, 10.1002/dir.1013

Liang, 1998, Decision Support Systems, 24, 29, 10.1016/S0167-9236(98)00061-X

Liljander, 1997, International Journal of Service Industry Management, 8, 148, 10.1108/09564239710166272

Mcwilliam, 2000, Sloan Management Review, 41, 43

Mehta, 1995, Journal of the Market Research Society, 17, 429

Menon, 2003, Journal of Retailing, 78, 31, 10.1016/S0022-4359(01)00064-1

Mittal, 2001, Journal of Services Marketing, 15, 343, 10.1108/EUM0000000005655

Morgan, 1994, Journal of Marketing, 58, 20, 10.1177/002224299405800302

Murphy, 1982, Journal of Verbal Learning and Verbal Behavior, 21, 1, 10.1016/S0022-5371(82)90412-1

and (1995) Psychometric Theory, McGraw-Hill, New York, NY.

Oliver, 1980, Journal of Marketing Research, 17, 460, 10.1177/002224378001700405

Oliver, 1993, Journal of Consumer Research, 20, 418, 10.1086/209358

(1997) Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, Boston, MA.

Olsen, 2003, Journal of Service Research, 5, 184, 10.1177/1094670502238914

Padgett, 1997, Journal of Advertising, 26, 49, 10.1080/00913367.1997.10673535

Pae, 2002, International Marketing Review, 19, 176, 10.1108/02651330210425024

(1971) Imagery and Verbal Processes, Holt, Rinehart & Winston, New York, NY.

Papadopoulou, 2001, Internet Research: Electronic Networking Applications and Policy, 11, 322, 10.1108/10662240110402777

Quelch, 1996, Sloan Management Review, 37, 60

Ranchhod, 2001, Marketing Intelligence & Planing, 19, 254, 10.1108/EUM0000000005556

Reichheld, 2000, Harvard Business Review, 78, 105

Richins, 1983, Journal of Marketing, 47, 68, 10.1177/002224298304700107

Rogers, 1992, Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 5, 12

Schillewaert, 1998, Journal of the Market Research Society, 20, 307

Severin, 2001, Journal of Retailing, 77, 185, 10.1016/S0022-4359(01)00043-4

and (2000) ‘Customer satisfaction and loyalty in online and offline environments’, working paper, University of Maryland, College Park, MD, October.

Sheehan, 1999, Journal of Computer-Mediated Communication, 4

Shemwell, 1998, International Journal of Service Industry Management, 9, 155, 10.1108/09564239810210505

Slameka, 1978, Journal of Experimental Psychology: Human Learning and Memory, 4, 592

Smith, 1997, Journal of Computer-Mediated Communication, 3

Sultan, 2000, Journal of Consumer Marketing, 17, 386, 10.1108/07363760010341036

Tse, 1999, European Journal of Marketing, 33, 911, 10.1108/03090569910285841

Urban, 2000, Sloan Management Review, 41, 39

Van Dolen, 2002, International Journal of Service Industry Management, 13, 496, 10.1108/09564230210447959

Weinberg, 2001, Advances in Consumer Research, 28, 227

Wirtz, 1993, Asian Journal of Marketing, 2, 7

Wirtz, 1994, Advances in Consumer Research, 1, 153

(1990) ‘A critical review of consumer satisfaction’, in (ed.) Review of Marketing, American Marketing Association, Chicago, IL, 68-123.

Yi, 1993, Advances in Consumer Research, 20, 502

Yuting, 2001, International Journal of Service Industry Management, 12, 234, 10.1108/09564230110393239