Professional Documents
Culture Documents
Charles Blankson
University of North Texas
Denise J. Luethge
Northern Kentucky University
ABSTRACT
This paper presents a comprehensive review of recent empirical
studies dealing with online consumer behavior and decision-making
processes. To that end, the paper adapts and extends Engel, Kollat,
and Blackwells (1978) and Engel, Blackwell, and Miniards (1986)
decision-making model as backdrop in the review of the literature.
The vast majority of studies examine the link between external factors and one or more components of the decision-making process. The
findings of this study show a paucity of research on a number of components of decision making, as well as inconsistencies in the way the
online environment is characterized. Finally, the findings show that
student samples are prevalent among the studies identified and the
research method is biased toward the survey method as opposed to
experimentation. Discussion and conclusions are provided, and directions for future research are presented. 2010 Wiley Periodicals, Inc.
The rise of the Internet has propelled commerce into an electronic age, changing almost every aspect of daily lives, from how consumers communicate and
learn about product offerings, to how they shop and buy products and services
(Kim & Lennon, 2008). As expected, advertising through the Internet is now an
important source of consumer information. As noted by Kim and Lennon (2008),
the Internet is the fastest growing retail channel, with sales volumes nearly
triple that of total retail sales in 2004 (U.S. Census Bureau, 2004). Internet
retail sales are projected to reach over $331 billion by 2010 (Kim & Lennon,
2008). Despite the current economic hardship challenging consumers worldwide, the increasing adoption of the Internet among the general population
appears to project a brighter future for retail Internet patronization by consumers. Consumers increasingly are using the Internet to collect e-coupons and
create their own virtual coupon books, as noted by Kang et al. (2006), who claim
that consumers obtain online a variety of coupons, from grocery shopping to
theatre performances to hotels.
Despite the increasing attention and interest surrounding online consumer
behavior in the last decade, there is a paucity of documented studies that attempt
to integrate research findings across studies from a theoretical marketing and consumer behavior perspective. This gap in the literature has given impetus for this
paper. One should note that there have been attempts in information systems and
other allied areas (see, for example, Saeed, Hwang, & Yi, 2003; Hodkinson & Kiel,
2003) to integrate research findings so as to explain online consumer behavior
from the perspective of information systems, but little with regard to marketing.
Thus, the purpose of this study is to present a review framework that provides
an understanding of the extent to which the current marketing and consumer
behavior body of literature contributes to an understanding of online consumer behavior and the decision making process. This paper adapts and extends
Engel, Kollat, and Blackwells (1978) and Engel, Blackwell, and Miniards (1986) (EKB)
model of consumer behavior as a backdrop in synthesizing findings from the literature. Figure 1 presents an adapted version of the EKB model of consumer behavior.
LITERATURE REVIEW
The Engel-Kollat-Blackwell (EKB) model extended John Deweys (1910) original
five-stage problem-solving process and applied it to consumer behavior. Using the
EKB model as a backdrop, the focus is on the five core stages of the decisionmaking process (i.e., problem recognition, search, alternative evaluation purchase, choice, and outcomes). These five stages are the most widely accepted, as
evidenced in a majority of consumer behavior textbooks (see, for example, Assael,
1998; Blackwell, Miniard, & Engel, 2005; Hawkins, Best, & Cooney, 2003).
For the purposes of this review paper, the focus is on the decision process stages,
the cognitive (i.e., beliefs), affective (i.e., attitudes), and conative (i.e., intentions)
factors underlying alternative evaluation, and the external or environmental
influences on the decision process stages (see Figure 1). The external or environmental factors are broken into four parts: (1) individual differences or characteristics such as motives, values, lifestyle, and personality; (2) socio-cultural factors
such as culture, social class, reference groups, and family; (3) situational and
economic factors; and (4) online atmospherics or environmental aspects (e.g., Web
site quality, Web site interface, Web site satisfaction, and Web site experience).
ONLINE CONSUMER BEHAVIOR
Psychology & Marketing DOI: 10.1002/mar
95
Decision Process
External Factors
Problem Recognition
Individual
Characteristics
Motives
Value
Life Style
Personality
Internal
Search
External
Beliefs
Alternative Evaluation
Attitudes
Intentions
Purchase
Consumption
Situational and
Economic
Factors
Online
Environment
Web Site
Quality
Web Site
Interface
Web Site
Satisfaction
Web Site
Experience
Outcomes
Cognitive
Dissonance
Social
Influences
Culture
Reference
Group
Family
Dissatisfaction/
Satisfaction
Disinvestment
Source: Adapted from Engel, Kollat, and Blackwell (1978) and Engel, Blackwell,
and Miniard (1986).
The extended model (1) recognizes the central role of the five stages of the
decision-making process as well as recognizes the moderators, interactions, and
consequences of the decision-making process; (2) is consistent with the call for a
return to a focus on the satisfaction of human needs rather than an emphasis on
technology (Porter, 2001; Grant, Clarke, & Kyriazis, 2007; Wind & Mahajan,
2002); and (3) recognizes the fact that online consumer behavior is a complex phenomenon. The proposed model is therefore comprehensive enough to capture
the interactions, moderators, and underpinnings.
DATA COLLECTION
First, empirical studies that appeared in the major mainstream marketing and
consumer behavior journals in the period of 2001 to 2008 were identified through
96
a research database (i.e., Business Source Premier). Second, searches were conducted of a large number of journals that were likely to publish topics relating
to online consumer behavior and decision-making process. Using Cabells journal directory as a starting point, the initial list included over 60 journals.
Journal of Business Research and Management Science were included because
they carry mainstream marketing or marketing-related articles.
Specifically, in terms of procedure, it was decided to include only studies that
have been published in major marketing and consumer behavior journals (i.e.,
within the traditional marketing domain using Cabells Directory as a backdrop),
as well as allied journals (e.g., Journal of Business Research and Management Science). Third, only empirically based online consumer behavior studies published
between 2001 and 2008 where the unit of analysis involves data from surveys or
experiments were included for further consideration. Thus, to be included in the
review, a study had to meet two conditions or requirements: (1) It involved empirical testing of an aspect of online consumer behavior decision making, directly or
indirectly; and (2) it involved actual primary data collection (e.g., survey and/
or experimentation). The initial list of journals contained 27 of the 55 marketing
journals tracked by Theoharakis and Hirst (2002) in their world ranking. These
were viewed as mainstream marketing sources and were considered appropriate
outlets for research on online consumer behavior and decision-making process.
It is important to note that for the purpose of this study, only empirically
tested constructs and relationships, rather than conceptual approaches, were considered. This approach allowed the authors to explain and predict online
consumer behavior and decision-making process, in general, and to examine
the integration of online behavior in the proposed extension of the EKB model.
For the literature search, keywords appearing in phrases including online
consumer behavior, online consumer search behavior, Internet search behavior,
online information search, online purchasing behavior, Internet consumer
behavior, and online decision making were used. As a validation check, all relevant journal titles with the aforementioned keywords in the subject item, by
article title, and by abstract were searched. Each identified article was reviewed
and screened by two academics with expertise in the subject area to eliminate
nonpertinent articles. As noted earlier, the experts based their screening on
whether (1) it was published from 2001 to 2008, (2) it involved empirical testing of an aspect of online decision making or online consumer behavior, and
(3) it involved actual primary data. Excluded from the pool were modeling studies and those studies that involved auctions on the Internet or bidding behavior. Incidentally, International Journal of Advertising, Journal of Advertising,
Journal of Advertising Research, Journal of Business, Journal of Consumer
Marketing, Journal of International Marketing, Journal of Product and Brand
Management, Journal of the Academy of Marketing Science, Journal of the Market Research Society, and Marketing Management Journal were eliminated
because no relevant articles were found for the 2001 to 2008 period.
A list of 108 peer-reviewed articles dealing with online consumer behavior,
online purchase behavior, and online decision making or any combination of the
aforementioned terminologies, were identified. A content analysis was performed
on the articles, resulting in 52 pertinent articles emanating from 25 journals
(Table 1). The selected articles were then coded along the following dimensions:
methodology, sample size, sample source, independent variables, dependent variables, and study findings. A summary is presented in Table 2.
97
Journals Studied
European Journal of Marketing
International Journal of Business Research
International Journal of Consumer Studies
International Journal of Retail & Distribution Management
International Marketing Review
International Review of Retail, Distribution and Consumer Research
Journal of Business Research
Journal of Consumer Psychology
Journal of Consumer Research
Journal of Customer Behavior
Journal of Interactive Marketing
Journal of International Consumer Marketing
Journal of Marketing Management
Journal of Marketing Research
Journal of Marketing Theory and Practice
Journal of Retailing
Journal of Retailing and Consumer Services
Journal of Service Research
Management Science
Marketing Letters
Psychology & Marketing
Service Industries Journal
Total
2
1
7
3
1
1
2
2
1
1
6
2
1
1
2
6
1
1
2
2
6
1
52
Table 1 shows the final list of 25 journals, 17 of which had previously been
part of the 55 marketing journals tracked by Theoharakis and Hirst (2002) in
their worldwide ranking. Table 1 also shows the total number of articles and the
number of articles per journal. As noted earlier, 52 articles were selected from
the 25 journals and were subjected to content analysis. International Journal
of Retail & Distribution Management, Psychology of Marketing, Journal of
Interactive Marketing, Journal of Retailing, and Journal of Consumer Studies
had five to eight articles each. These accounted for about 54% (i.e., 28 out of 52)
of the total number of articles studied. In addition, they were the most popular
outlets for online consumer behavior and decision-making research.
In the next section, Table 2 is presented; it is a summary review of a selected
number of recent articles dealing with online consumer behavior and decisionmaking process. This is followed by the findings, conclusion, and future research
directions.
FINDINGS
Table 2 lists the studies covered by authors and year of publication. It also provides information on the method(s) employed, sample size and the source of the
98
Experiment
Survey
Aggarwal and
Vaidyanathan
(2003), JMM
Anderson and
Zahaf (2007),
IJBR
Experiment
Experiment
Bechwati and
Xia (2003), JCP
Bickart and
Schindler (2001),
JIM
69
52
631
214
42
Sample
Size
Barnes, Bauer,
Neumann, and
Huber (2007),
EJM
Andrews, Kiel,
Internet
Drennan, Boyle,
survey
and Weerawardena
(2007), EJM
Method
Authors (Year)
Purchasing
through the
C2C channel
or not
Consumer
preference
Independent
Variable
College
students
College
students
Type of site,
topic
Information
about search
progress,
customization
of results
Adult
Neuroticism,
consumers willingness to
buy, shopping
pleasure
Adult
Gender
consumers differences
Online
shoppers
College
students
Sample
Source
Purchase likelihood,
interest and knowledge
about category, expected
spending
(Continued)
Those who use the C2C channel take more time and
do more research that compensates for the risk that
they take.
Findings
Best product to
recommend
Dependent
Variable
Table 2. Summary Review of Online Consumer Behavior and Decision Making Literature.
197
372
Experiment
Internet
survey
Survey
Childers, Carr,
Peck, and Carson
(2001), JR
Cho (2006), JR
Cowart and
Goldsmith (2007),
IJCS
Das, Echambadi,
Survey
McCardle, and
Luckett (2003), ML
881
274
584
Experiment
Breugelmans,
Campo, and
Gijsbrechts
(2006), JR
Sample
Size
Method
Authors (Year)
Table 2. (Continued)
Independent
Variable
Usefulness,
ease of use,
enjoyment,
navigation,
convenience,
and suitability
Internet
users
College
students
Shopping frequency,
spending
Willingness to commit in
a long-term relation and
self-disclosure
Post-purchase experience
Dependent
Variable
Consciousness,
impulsiveness,
over-choice
Adult
Core business
consumers operation,
relationship
investments,
competence,
benevolence,
trust, and
distrust
College
students
Adult
Three types of
consumers out of stock
scenarios
Sample
Source
(Continued)
Findings
Survey
Survey
Falk, Schepers,
Hammerschmidt,
and Bauer (2008),
JSR
Goldsmith
(2002), JMTP
Longitudinal
survey
Garbarino and
Survey
Strahilevitz (2004),
JBR
Experiment
Survey
Method
Authors (Year)
Table 2. (Continued)
College
students
College
students
220
Amount of
Internet use,
Internet
innovativeness
Gender with
Web usage as
covariate
No recommendation, recommendation by a
friend, and by
two friends.
Consumers Reliability,
assurance,
communication
Internet
Perceived
consumers usefulness of
the channel,
perceived risk
of the channel,
trust in the
service product
College
students
107
Independent
Variable
Dependent
Variable
(Continued)
Perceived risk
Effectiveness of receiving
a recommendation from
a friend
The consumer self-efficacy and Web site socialpresence affect trust, perceived usefulness, and
perceived risk in the online customers, and in turn
positively influence the customers intention to
purchase products online.
Findings
Online satisfaction
Behavioral intention
Intentions to transact
Adult
Perceived
consumers usefulness,
trust, perceived
risk, self efficacy,
social presence
Sample
Source
260
464
639
510
Sample
Size
E-mail
survey
Online
survey
Survey
Online
survey
Internet
survey
Survey
Hansen (2008),
IJCS
Hansen (2006),
IRRDCR
Hennig-Thurau,
Gwinner, Walsh,
and Gremler
(2004), JIM
Jepsen (2007),
JIM
Method
Ha and Perks
(2005), JCB
Authors (Year)
Table 2. (Continued)
355
233
2063
198
1058
203
Sample
Size
Independent
Variable
Brand trust
Dependent
Variable
(Continued)
Eleven motives
Findings
Adult
Intensity of logo Perception of third-party
consumers exposure,
participation, trust
importance of
transfer to e-marketers
trust
Internet
users
Internet
users
Adult
Perceived
consumers physical effort,
time pressures,
shopping
enjoyment
Adult
Values, perceived Willingness to buy
consumers social influence,
perceived
behavior control,
attitude toward
online grocery
buying
Internet
Experience,
consumers familiarity,
satisfaction
Sample
Source
Survey
Survey
Survey
Experiment
Survey
Koernig (2003),
PM
Kuhlmeier and
Knight (2005),
IMR
Method
Kang, Hahn,
Fortin, Hyun, and
Eom (2006), PM
Authors (Year)
Table 2. (Continued)
492
102
337
176
410
Sample
Size
Perceived
usefulness of
information,
search satisfaction with
previous
purchases,
frequency of
information
search
Total hours, total
sources
Frequency of product
purchases
Consumers Internet
productivity,
Internet
experience
College
students
Dependent
Variable
Independent
Variable
Adult
Demographics,
consumers knowledge, and
Internet
experience
College
students
College
students
Sample
Source
(Continued)
Findings
237
274
Survey
Web-based
survey
Within-subject
repeated
measures
design
Lokken, Cross,
Halbert, Lindsey,
Derby, and
Stanford (2003),
IJCS
Mathwick and
Rigdon (2004),
JCR
110
130
766
Survey
350
Sample
Size
Experiment
Method
Authors (Year)
Table 2. (Continued)
The alternatives,
the number of
attributes, the
distribution of
alternatives across attributes
Independent
Variable
Choice accuracy, subjective
states, consideration set,
number of attributes
considered
Dependent
Variable
Findings
Control beliefs,
normative
beliefs, attendant beliefs
Adults
High/low
involvement
products
Adult
Advantages and Satisfaction/ dissatisfaction
consumers disadvantages
with online purchasing
of online
experience
shopping
Bank
customers
College
students
(Continued)
College
students
Sample
Source
Method
1-experiment
2-experiment
Online survey
Survey
Survey
Authors (Year)
Menon and
Kahn (2002), JR
Menon and
Kahn (2002), JR
Page-Thomas,
Moss, Chelly,
and Yabin (2006),
IJRDM
Ratchford, Lee,
and Talukdar
(2003), JMR
Table 2. (Continued)
886
602
715
147
64
Sample
Size
Attitudes
Dependent
Variable
Pricing guide,
Pre-purchase delivery
guarantees,
information
delivery
schedules,
delivery vendor
information,
delivery method
information
Pleasantness
and degree of
pleasure
Independent
Variable
College
students
College
students
College
students
Sample
Source
(Continued)
Findings
Survey
Experiment
Experiment
Survey
Survey
Senecal,
Kalczynski, and
Nantel (2004),
JBR
Senecal and
Nantel (2004),
JR
Seock and
Chen-Yu (2007),
IJCS
Method
Schiffman,
Sherman, and
Long (2003), PM
Authors (Year)
Table 2. (Continued)
414
956
487
293
506
Sample
Size
Dependent
Variable
Product type
Click stream
and online
decision-making
type
Consumer
Activities associated with
personal values, using the Internet
attitudes, and
preferences
Independent
Variable
College
students
College
students
Shopping
orientations
Shopping
orientation
Online information
searches; online
purchases of apparel
products
Adult
Web site type,
Online choices
consumers recommendation
source, product
type
Internet
users
Internet
users
Sample
Source
(Continued)
Findings
150
300
639
Controlled lab
experiment
894
Experiment
Smith, Menon,
and Sivakumar
(2005), JIM
Sample
Size
684
Method
Shim, Eastlick,
Survey
Lotz, and
Warrington (2001),
JR
Authors (Year)
Table 2. (Continued)
Independent
Variable
Dependent
Variable
Shopping goal
(utilitarian/
hedonic), peer
profile (no recommendation,
low credibility,
high credibility
information)
College
students
College
students
Web design
categories,
attitude,
external subjective norm,
perceived
behavioral
control
Adult
Variety of
consumers demographic
information
College
students
(Continued)
Purchase intention
Findings
Preference for
recommendation source,
impact of recommendation
on information processing
Adult
Attitude toward Intentions to use Internet
consumers Internet
for information search and
shopping,
for saving
subjective norm,
perceived
behavioral
control
Sample
Source
Survey
Online
experiment
Experiment
Simulation
and survey
Web survey
Xia and
Sudharshan
(2002), UI
Zhang, Prybutok,
and Strutton
(2007), JMTP
Method
Venkatesh and
Agarwal (2006),
MS
Authors (Year)
Table 2. (Continued)
332
122
147
89
757
Sample
Size
College
students
College
students
Dependent
Variable
Interruption
frequency,
consumer
control timing,
content
Subjective
norms,
gender
Transaction
security, site
properties,
navigation
functionality,
personal
variables
Purchase intentions,
consumer impulsivity,
actual purchase
Willingness to provide
demographic information,
willingness to provide
personally identifiable
information
Findings
Independent
Variable
Adult
Reputation,
consumers privacy notices,
and rewards
College
students
Internet
users
Sample
Source
sample, and the independent and dependent variables of the particular study.
In addition, the major findings of these studies are presented.
Content analysis of Table 2 shows that the most common research method is the
survey. Thirty-seven out of the 52 studies (71%) employed survey methodology. In
contrast, only 16 of the studies (31%) involved experimentation. The surveys were
done either by mail, e-mail, or online, while experimental designs were either conjoint, within-subjects design, or between-subjects design. The fact that only 31% of
the research endeavors are experimental designs is disappointing. This shortcoming also has been highlighted as a concern with regard to future research by
Cowart and Goldsmith (2007, p. 646) who stated that future research should readdress the topic using different measurement scales or conducting experiments to
determine whether causal relationships exists. Despite the fact that surveys are
relatively easy to conduct and can yield rich information, the survey method is
limited by peoples insight into their own behavior and by their willingness and ability to reveal what they know (Sternthal, Tybout, & Calder, 1994). It is asserted
that knowledge about online consumer behavior could also benefit from (1) what
people do or say in response to what people are presented within an experiment
and (2) observed causality. Of course, the observation of causality is the defining
aspect of the use of experiments (Sternthal, Tybout, & Calder, 1994).
The literature also shows that the use of student cohorts as population of
study is prevalent among consumer behavior theorists and marketers (Yoo,
Donthu, & Lee, 2000). This finding is expected and is well documented, especially
given that students are a highly relevant population and tend to be comfortable with all sorts of emerging Internet formats (see Dabholkar, van Dolen, &
de Ruyter, 2009). The latter is evident in Lim and Dubinskys (2005, p. 852)
claim that college students deserve e-retailer attention because of their significant numbers in a cyber world. The authors contend that college students
spend more than 20 hours per week on the Internet, and 81% of them have
made purchases online. Nonetheless, the use of students as subjects of studies is
disproportionate compared with other populations. Out of the 52 studies reported
in Table 2, 24 (i.e., 46%) of them used student samples. On the other hand, 19
studies employed adults (31%) and only 10 studies used online shoppers or
Internet users (19%) as subjects.
A review and content analysis of the literature listed in Table 2 reveals two
key themes running through the extant literature. The first theme deals with
personal satisfaction, interest in online shopping, and brand loyalty. This theme
is underpinned by the fact that, in general, consumers satisfaction with the
Internet is positively associated with their perceptions of effort saved than by
electronic aids (Barnes et al., 2007). At the same time, consumers have a greater
interest in the Internet than in other alternatives (Bickart & Schindler, 2001)
in that their satisfaction and display of brand loyalty positively affects their
shopping behavior (Cowart & Goldsmith, 2007). The latter is encapsulated in the
findings put forward by Hennig-Thurau et al., (2004) when they noted that consumers buying behavior online seems to revolve around their desire for social
interaction, economic incentives, and the potential to enhance self-worth.
The second theme concerns trust, concern with security and reputation of company. Trust is found to be pivotal in Internet buying behavior, and it affects
behavioral intentions (Cho, 2005; Kim & Lee, 2008). This is because low trust
or apprehensiveness regarding Web security is less likely to affect behavioral
intentions (Das et al., 2003; Kuhlmeier & Knight, 2005; Dash & Saji, 2007).
109
even the past five years. In addition, the level of sophistication of purchasers,
and hence responders, could be very different. Still, it might prove worthwhile
for researchers to investigate various dimensions of the online environment. As
technology changes, the way consumers seek information and make purchases
is likely to change as well.
111
simple vs. complex, high vs. low risk), personality (e.g., risk aversion, need for closure, need for cognition), knowledge acquisition, information processing, and
belief systems may be important moderators that need to be considered.
Two areas not covered in this review are online auctions and bidding behavior. These are definitely areas worth exploring. Online auctions present a new
domain of consumer decision making and have attracted the attention of consumer
researchers. Whereas an understanding of bidder behavior remains limited, some
fundamental aspects of consumer decision making, such as preference construction
and the impact of choice context, are likely to apply to auctions as they do in regular purchase decision making (Ariely & Simonson, 2003). Research on propensity to bid in online auctions (Bosnjak, Obermeier, & Tuten, 2006) suggests that
the bidding behavior may be moderated by individual difference variables.
In addition, the severe downturn in the economy worldwide, and the corresponding job losses that have resulted, may cause consumers to consider types
and ways of purchasing, such as online purchasing or auctions, which they have
not considered in the past. Thus, research that investigates the moderating role
of individual difference variables, situation variables, economic variables, and
the antecedents of bidding behavior should add to our understanding of online
consumer behavior and decision making.
Obviously, there is much more work to be done to uncover all aspects of online
consumer behavior and the decision-making process. Investigating these topics
from different perspectives or frameworks could add new knowledge to the existing body of knowledge. It is hoped that this review paper will spur future research
in theory development and theory testing unique to online consumer behavior
and the decision-making process, as well as in the testing of traditional consumer behavior theories in an online context. Elaborations and expansions to
include information processing in an online context, online choice behavior,
online learning and knowledge acquisition, and online attitude formation should
be fertile ground for future research. This is consistent with the call by Peterson and Merino (2003) for investigations of consumer information search behavior in the context of the Internet that focus on moderators (e.g., expertise) of
that behavior and interactions among the various antecedents of the behavior.
This is necessary because of the complexities of the Internet and information
search behavior (individually and conjunctively).
In addition, future research could continue to explore the differences in consumers behaviors in the contexts of brick-and-mortar versus online outlets
(Rajamma, Paswan, & Ganesh, 2007). In summary, the findings of this study have
generated theoretical and practical themes that should be of interest to
researchers and practitioners currently engaged in online consumer decision
making (Lokken et al., 2003; Kuhlmeier & Knight, 2005; Kang et al., 2006;
Andrews et al., 2007; Seock & Chen-Yu, 2007). To that end, it seems clear that
there is a need for more research into online consumer behavior and the
decision making processes (Shim et al., 2001; Ha & Perks, 2005; Jepsen, 2007;
Soopramanien & Robertson, 2007).
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Correspondence regarding this article should be sent to: Charles Blankson, Department
of Marketing and Logistics, College of Business, University of North Texas, 1167 Union
Circle, P. O. Box 311396, Denton, TX 76203 (charles.blankson@unt.edu).
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