An exploratory investigation into e-tail image attributes important to repeat, internet savvy customers
Wilde, SJ, Kelly, SJ & Scott, D 2004, ‘An exploratory investigation into e-tail image attributes important to repeat, internet savvy customers’, Journal of Retailing and Consumer Services, vol. 11, no. 3, pp. 131-139.
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This paper offers results from an exploratory study investigating e-tail store image attributes important to repeat, internet savvy customers of a major Australian grocery e-tailer. The study was undertaken in response to a perceived need on the part of the e-tailer for a better understanding of how image operated on-line, and a review of extant literature which indicated that while retail store image in traditional bricks-and-mortar environments had been extensively investigated; limited empirical work involving consumers had been undertaken within the e-tail environment. Three components incorporating traditional and e-tail specific attributes were identified; core demands, institutional factors and information.