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Purpose: The purpose of the study is to highlight the need for research on the relationship between consumer value, risk, and trust in the context of social cross-platform perceptions, specifically in India. The study aims to provide insights into how these factors influence consumers' cross-platform buying behavior, ultimately contributing to a better understanding of online shopping dynamics and informing strategies for building trust and enhancing consumer experiences in the online shopping environment. Methodology: The research methodology involved conducting a survey among 320 online shoppers in India. The objective was to investigate the relationship between social cross-platform perceptions of consumer value, risk, and trust in the context of online shopping. The researchers developed a questionnaire to collect data on perceived value, risk propensity, trust, and cross-platform buying behavior. Partial least squares (PLS) path modeling were used to analyze the data, revealing significant effects of perceived value, risk propensity, and trust on consumers' cross-platform buying behavior. Finding: This research focuses on the rise of social cross-platform buying behaviour in India and examines the influence of perceived risk, perceived value, trust, and marked negative reporting on consumer behaviour. The study found that consumers' perceptions of perceived risk and perceived value significantly impact their likelihood of using social e-commerce platforms like Meesho. Perceived risk refers to the level of uncertainty or potential harm associated with a purchase, while perceived value refers to the benefits or worth a consumer perceives from a product or service. Marked negative reporting refers to negative reviews or news articles that can impact a consumer's trust in a platform. Managerial implication: The study's managerial implications highlight the importance of reducing perceived risk, increasing perceived value, and building trust to improve socia

The study aims to explore specific factors that affecting the satisfaction of customers buying food with last- mile delivery service on e-commerce platform in Vietnam. The authors develop a research model consisting of 5 independent variables: service capacity of the transport unit, complaint and refund policy, freight cost, the factor about delivery staff, the form of goods upon receipt. The research apply simple random sampling method then conduct data analysis after collecting a sample size of 295 by SPSS 2.0 software. The research model explains 60.9% of the overall relationship of the above 5 factors with the satisfaction of last-mile delivery service when purchasing food. Implications and recommendations for further research are also discussed. The authors also propose some solutions to boost customer satisfaction when buying food for last- mile delivery services on the e-commerce platform.Abstrak dalam Bahasa Indonesia.Penelitian ini bertujuan untuk mengeksplorasi faktor-faktor spesifik yang mempengaruhi kepuasan pelanggan yang membeli makanan dengan layanan pengiriman last-mile pada platform e-commerce di Vietnam. Penulis mengembangkan model penelitian yang terdiri dari 5 variabel bebas: kapasitas pelayanan unit angkutan, kebijakan komplain dan refund, biaya angkut, faktor petugas pengiriman, bentuk barang setelah diterima. Penelitian menggunakan metode simple random sampling kemudian melakukan analisis data setelah terkumpul sampel sebesar 295 dengan software SPSS 2.0. Model penelitian menjelaskan 60,9% dari keseluruhan hubungan 5 faktor di atas dengan kepuasan pelayanan pesan antar jarak jauh saat membeli makanan. Implikasi dan rekomendasi untuk penelitian selanjutnya juga dibahas. Penulis juga mengusulkan beberapa solusi untuk meningkatkan kepuasan pelanggan saat membeli makanan untuk layanan pengiriman jarak jauh di platform e-commerce.

How customers develop purchase intentions in online shopping has been an area of recent interest. In this study, we ask whether males and females leverage trust into and perceived reputation of online retailers differently in reporting purchase intentions. Drawing on the literature on differences in males and females in online shopping behaviors, we propose that females rely on reputation in developing purchase intentions whereas males rely on perceived trust in developing purchase intentions. In a sample of 727 respondents in Sweden, we find support for the proposed associations. Implications for online retailers are discussed., The initial version of this study has been presented at the Nordic Retail and Wholesale Conference in Reykjavik, Iceland (2018).

How customers develop purchase intentions in online shopping has been an area of recent interest. In this study, we ask whether males and females leverage trust into and perceived reputation of online retailers differently in reporting purchase intentions. Drawing on the literature on differences in males and females in online shopping behaviors, we propose that females rely on reputation in developing purchase intentions whereas males rely on perceived trust in developing purchase intentions. In a sample of 727 respondents in Sweden, we find support for the proposed associations. Implications for online retailers are discussed., The initial version of this study has been presented at the Nordic Retail and Wholesale Conference in Reykjavik, Iceland (2018).

How customers develop purchase intentions in online shopping has been an area of recent interest. In this study, we ask whether males and females leverage trust into and perceived reputation of online retailers differently in reporting purchase intentions. Drawing on the literature on differences in males and females in online shopping behaviors, we propose that females rely on reputation in developing purchase intentions whereas males rely on perceived trust in developing purchase intentions. In a sample of 727 respondents in Sweden, we find support for the proposed associations. Implications for online retailers are discussed.

In order to reduce the environmental impact of products, sustainability must be improved in many industries. One way to accomplish this aim is to influence consumers by means of nudging in order to choose more sustainable products in online choices. We investigated whether the lateral presentation of products from left to right or from right to left, along with using a status quo default option, influence sustainable choices of make-up products. A pilot study has been conducted in order to obtain background information on make-up choices. Next, an online, quantitative experiment has been conducted in which 330 women together made 1094 hypothetical make-up product choices. Making the sustainable option the default resulted in more sustainable choices than making unsustainable products the default. The left-right versus right-left presentation of products did not significantly influence consumer choices. Furthermore, higher educated people and those finding sustainability important relatively often chose a sustainable make-up product. People frequently wearing make-up and those finding a low price important relatively often chose an unsustainable make-up product. Our experiment suggests that making sustainable products the default choice makes a sustainable choice about 8% more likely than making unsustainable products the default choice.

We describe online consumers’ search behavior for differentiated durable goods using a data set that captures a detailed level of consumer search and attribute information for digital cameras. Consumers search extensively, engaging in 14 searches on average prior to purchase. Individual level search is confined to a small part of the attribute space. Early search is highly predictive of the characteristics of the camera eventually purchased. Search paths through the attribute space are state dependent and display “lock-in” as the search unfolds. Finally, the first-time discovery of the chosen alternative usually takes place toward the end of the search sequence. We discuss these and other findings in the context of optimal search strategies and discuss the prospects for consumer learning during search. © 2016 INFORMS.

We describe online consumers’ search behavior for differentiated durable goods using a data set that captures a detailed level of consumer search and attribute information for digital cameras. Consumers search extensively, engaging in 14 searches on average prior to purchase. Individual level search is confined to a small part of the attribute space. Early search is highly predictive of the characteristics of the camera eventually purchased. Search paths through the attribute space are state dependent and display “lock-in” as the search unfolds. Finally, the first-time discovery of the chosen alternative usually takes place toward the end of the search sequence. We discuss these and other findings in the context of optimal search strategies and discuss the prospects for consumer learning during search. © 2016 INFORMS.

We describe online consumers’ search behavior for differentiated durable goods using a data set that captures a detailed level of consumer search and attribute information for digital cameras. Consumers search extensively, engaging in 14 searches on average prior to purchase. Individual level search is confined to a small part of the attribute space. Early search is highly predictive of the characteristics of the camera eventually purchased. Search paths through the attribute space are state dependent and display “lock-in” as the search unfolds. Finally, the first-time discovery of the chosen alternative usually takes place toward the end of the search sequence. We discuss these and other findings in the context of optimal search strategies and discuss the prospects for consumer learning during search.

The market of subscription box is booming in recent years in France and is becoming a new mode of distribution but also a new way of selling products. For non-disclosure of the content of the box, the brands must cause the purchase of consumer without the use of sensory marketing. The purpose of this thesis is to discover and to understand why consumers do the act of buying without actually knowing the product and how they become loyal to box by subscription. Sensory marketing still remains a poorly developed subject and this study, in the context of a subscription box, will determine the place that it can play in the consumer's purchasing decision. In addition, we try to explain, in a second step, the process of retaining customer of the subscription box. For this, this study will be conducted in an abductive approach, which will allow using theories and collected data to extract assumptions about the place of sensory marketing in the box by subscription and on the retention process. The qualitative research will also allow us to understand the process and not only show results. Three interviews were therefore conducted with companies commercializing box but also with three consumers. It is important that this study focuses on these two agents, allowing us to have a broader vision of the ins and outs and understand in depth what can influence the purchase. These interviews were conducted by telephone, face-to-face or Skype. The result of our study has shown that, in the context of a subscription box, sensory marketing is not necessary for the purchase decision. However, other factors are taken into account and positively influenced the decision: the practicality of the delivery, the box customization, the scarcity effect and the surprise. Regarding retention, two criteria must be in place to ensure that consumers attach to brands and become loyal, customer satisfaction and retention strategies through customization.

The market of subscription box is booming in recent years in France and is becoming a new mode of distribution but also a new way of selling products. For non-disclosure of the content of the box, the brands must cause the purchase of consumer without the use of sensory marketing. The purpose of this thesis is to discover and to understand why consumers do the act of buying without actually knowing the product and how they become loyal to box by subscription. Sensory marketing still remains a poorly developed subject and this study, in the context of a subscription box, will determine the place that it can play in the consumer's purchasing decision. In addition, we try to explain, in a second step, the process of retaining customer of the subscription box. For this, this study will be conducted in an abductive approach, which will allow using theories and collected data to extract assumptions about the place of sensory marketing in the box by subscription and on the retention process. The qualitative research will also allow us to understand the process and not only show results. Three interviews were therefore conducted with companies commercializing box but also with three consumers. It is important that this study focuses on these two agents, allowing us to have a broader vision of the ins and outs and understand in depth what can influence the purchase. These interviews were conducted by telephone, face-to-face or Skype. The result of our study has shown that, in the context of a subscription box, sensory marketing is not necessary for the purchase decision. However, other factors are taken into account and positively influenced the decision: the practicality of the delivery, the box customization, the scarcity effect and the surprise. Regarding retention, two criteria must be in place to ensure that consumers attach to brands and become loyal, customer satisfaction and retention strategies through customization.

Title: How does the buying decision process really function within e-commerce? - A qualitative study of consumer behavior when they consume on Internet. Institution: School of Economics, Linnaeus University, Växjö. Course code: 2FE16E. Authors: Sara Hjärne, Mathilda Perem, Ewelina Wallin. Tutor: Dan Halvarsson. Examiner: Åsa Devine. Key words: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior. Background: Buying decision process is a model that marketers use to get a better understanding of their customers and their behavior when purchasing a product. This process consists of five different steps; need recognition, information search, evaluation of alternatives, purchase decision and evaluation. Buying decision process has for a long time been an accepted model but scientists argue that the introduction of Internet as a channel for consumption has changed this process. The Internet has also led to a change of power in which customers today have greater influence, which greatly affects the buying decision process in e-commerce Purpose: The purpose is to explore how consumers perceive their behavior when they consume through e-commerce. Research questions:How do consumers perceive the buying decision process they experience when they consume through e-commerce?How do consumers perceive different factors that are important to them when they consume through e-commerce? Methodology: Qualitative study, cross-sectional design, semi-structured interviews. Conclusion: This thesis shows that the tr, Titel: Hur fungerar egentligen köpbeslutsprocessen inom e-handel?- En kvalitativ studie om konsumenternas beteende vid konsumtion på Internet. Institution: Ekonomihögskolan, Linnéuniversitetet, Växjö. Kurskod: 2FE16E. Författare: Sara Hjärne, Mathilda Perem, Ewelina Wallin. Handledare: Dan Halvarsson. Examinator: Åsa Devine. Nyckelord: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior. Bakgrund: Köpbeslutsprocessen är en modell som marknadsförare använder för att få en bättre förståelse för sina kunder och deras beteende vid köp av en produkt. Denna process består av fem olika steg; behov, informationssökning, värdering av alternativ, köpbeslut och utvärdering. Köpbeslutsprocessen har länge varit en accepterad modell men forskare menar att introduktionen av Internet som en kanal för konsumtion har även förändrat denna process. Internet har även lett till ett maktskifte där kunderna idag har större inflytande, vilket i hög grad påverkar köpbeslutsprocessen inom e-handel Syfte: Syftet är att utforska hur konsumenterna uppfattar sitt beteende när de konsumerar genom e-handel. Forskningsfrågor: Hur uppfattar konsumenter den köpbeslutsprocess de går igenom när de konsumerar genom e-handel?Hur uppfattar konsumenterna olika faktorer som är betydelsefulla för dem när de konsumerar genom e-handel? Metod: Kvalitativ studie, Tvärsnittsdesign, Semi-strukturerade intervjuer. Slutsats: Studien visar att den traditionella modellen för köpbeslutsprocessen inte

Title: How does the buying decision process really function within e-commerce? - A qualitative study of consumer behavior when they consume on Internet. Institution: School of Economics, Linnaeus University, Växjö. Course code: 2FE16E. Authors: Sara Hjärne, Mathilda Perem, Ewelina Wallin. Tutor: Dan Halvarsson. Examiner: Åsa Devine. Key words: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior. Background: Buying decision process is a model that marketers use to get a better understanding of their customers and their behavior when purchasing a product. This process consists of five different steps; need recognition, information search, evaluation of alternatives, purchase decision and evaluation. Buying decision process has for a long time been an accepted model but scientists argue that the introduction of Internet as a channel for consumption has changed this process. The Internet has also led to a change of power in which customers today have greater influence, which greatly affects the buying decision process in e-commerce Purpose: The purpose is to explore how consumers perceive their behavior when they consume through e-commerce. Research questions:How do consumers perceive the buying decision process they experience when they consume through e-commerce?How do consumers perceive different factors that are important to them when they consume through e-commerce? Methodology: Qualitative study, cross-sectional design, semi-structured interviews. Conclusion: This thesis shows that the tr, Titel: Hur fungerar egentligen köpbeslutsprocessen inom e-handel?- En kvalitativ studie om konsumenternas beteende vid konsumtion på Internet. Institution: Ekonomihögskolan, Linnéuniversitetet, Växjö. Kurskod: 2FE16E. Författare: Sara Hjärne, Mathilda Perem, Ewelina Wallin. Handledare: Dan Halvarsson. Examinator: Åsa Devine. Nyckelord: Buying decision process, purchase decision process need recognition, information search, evaluation, purchase decision, postpurchase behavior, consumer decision making, E-commerce, E- commerce channels, online shopping, online purchase, e-retail, internet shopping, electronic shopping, consumer behavior, online appereal shopping, social media, decision making, online retailing, website design, customer satisfaction, webshopping, perceived risk, convinience, price, online consumption behavior. Bakgrund: Köpbeslutsprocessen är en modell som marknadsförare använder för att få en bättre förståelse för sina kunder och deras beteende vid köp av en produkt. Denna process består av fem olika steg; behov, informationssökning, värdering av alternativ, köpbeslut och utvärdering. Köpbeslutsprocessen har länge varit en accepterad modell men forskare menar att introduktionen av Internet som en kanal för konsumtion har även förändrat denna process. Internet har även lett till ett maktskifte där kunderna idag har större inflytande, vilket i hög grad påverkar köpbeslutsprocessen inom e-handel Syfte: Syftet är att utforska hur konsumenterna uppfattar sitt beteende när de konsumerar genom e-handel. Forskningsfrågor: Hur uppfattar konsumenter den köpbeslutsprocess de går igenom när de konsumerar genom e-handel?Hur uppfattar konsumenterna olika faktorer som är betydelsefulla för dem när de konsumerar genom e-handel? Metod: Kvalitativ studie, Tvärsnittsdesign, Semi-strukturerade intervjuer. Slutsats: Studien visar att den traditionella modellen för köpbeslutsprocessen inte

La edad se considera una de las variables determinantes del riesgo de exclusión social de la población, especialmente con relación al uso de las nuevas tecnologías en general y de Internet en particular. Esto ha incidido en una creciente preocupación por el estudio del colectivo de mayores de 55 años y sus peculiaridades en lo relativo al acceso, uso y aprovechamiento de las TIC. Sin embargo, los esfuerzos se han centrado, mayoritariamente, en el análisis del grupo de mayores como algo homogéneo, lo que ha llevado a establecer sus perfiles de comportamiento en comparación con el de otros grupos de edad. En esta investigación partimos de la consideración del colectivo como grupo heterogéneo, con distintas características y condiciones de uso de Internet y proponemos un modelo de clases latentes que nos permite establecer tres perfiles de mayores internautas en función de la utilización de un servicio avanzado de Internet, la compra online., Age is considered one of the variables determining the risk of social exclusion of population, especially regarding the use of new technologies in general and the Internet in particular. This fact has provoked a growing concern for studying the collective of elder people and their peculiarities in regard to access, use and exploitation of ICT. However, these efforts have focused mainly on the analysis of the elder group as a homogeneous entity, which has led them to establish their behavioral profiles compared with other age groups. In this research we start from the consideration of this collective as a heterogeneous group with different characteristics and conditions of use of the Internet. And we propose a latent class model that allows us to establish three major Internet profiles based on the use of advanced Internet services such as online purchasing.

La edad se considera una de las variables determinantes del riesgo de exclusión social de la población, especialmente con relación al uso de las nuevas tecnologías en general y de Internet en particular. Esto ha incidido en una creciente preocupación por el estudio del colectivo de mayores de 55 años y sus peculiaridades en lo relativo al acceso, uso y aprovechamiento de las TIC. Sin embargo, los esfuerzos se han centrado, mayoritariamente, en el análisis del grupo de mayores como algo homogéneo, lo que ha llevado a establecer sus perfiles de comportamiento en comparación con el de otros grupos de edad. En esta investigación partimos de la consideración del colectivo como grupo heterogéneo, con distintas características y condiciones de uso de Internet y proponemos un modelo de clases latentes que nos permite establecer tres perfiles de mayores internautas en función de la utilización de un servicio avanzado de Internet, la compra online., Age is considered one of the variables determining the risk of social exclusion of population, especially regarding the use of new technologies in general and the Internet in particular. This fact has provoked a growing concern for studying the collective of elder people and their peculiarities in regard to access, use and exploitation of ICT. However, these efforts have focused mainly on the analysis of the elder group as a homogeneous entity, which has led them to establish their behavioral profiles compared with other age groups. In this research we start from the consideration of this collective as a heterogeneous group with different characteristics and conditions of use of the Internet. And we propose a latent class model that allows us to establish three major Internet profiles based on the use of advanced Internet services such as online purchasing.

La edad se considera una de las variables determinantes del riesgo de exclusión social de la población, especialmente con relación al uso de las nuevas tecnologías en general y de Internet en particular. Esto ha incidido en una creciente preocupación por el estudio del colectivo de mayores de 55 años y sus peculiaridades en lo relativo al acceso, uso y aprovechamiento de las TIC. Sin embargo, los esfuerzos se han centrado, mayoritariamente, en el análisis del grupo de mayores como algo homogéneo, lo que ha llevado a establecer sus perfiles de comportamiento en comparación con el de otros grupos de edad. En esta investigación partimos de la consideración del colectivo como grupo heterogéneo, con distintas características y condiciones de uso de Internet y proponemos un modelo de clases latentes que nos permite establecer tres perfiles de mayores internautas en función de la utilización de un servicio avanzado de Internet, la compra online., Age is considered one of the variables determining the risk of social exclusion of population, especially regarding the use of new technologies in general and the Internet in particular. This fact has provoked a growing concern for studying the collective of elder people and their peculiarities in regard to access, use and exploitation of ICT. However, these efforts have focused mainly on the analysis of the elder group as a homogeneous entity, which has led them to establish their behavioral profiles compared with other age groups. In this research we start from the consideration of this collective as a heterogeneous group with different characteristics and conditions of use of the Internet. And we propose a latent class model that allows us to establish three major Internet profiles based on the use of advanced Internet services such as online purchasing.

La edad se considera una de las variables determinantes del riesgo de exclusión social de la población, especialmente con relación al uso de las nuevas tecnologías en general y de Internet en particular. Esto ha incidido en una creciente preocupación por el estudio del colectivo de mayores de 55 años y sus peculiaridades en lo relativo al acceso, uso y aprovechamiento de las TIC. Sin embargo, los esfuerzos se han centrado, mayoritariamente, en el análisis del grupo de mayores como algo homogéneo, lo que ha llevado a establecer sus perfiles de comportamiento en comparación con el de otros grupos de edad. En esta investigación partimos de la consideración del colectivo como grupo heterogéneo, con distintas características y condiciones de uso de Internet y proponemos un modelo de clases latentes que nos permite establecer tres perfiles de mayores internautas en función de la utilización de un servicio avanzado de Internet, la compra online., Age is considered one of the variables determining the risk of social exclusion of population, especially regarding the use of new technologies in general and the Internet in particular. This fact has provoked a growing concern for studying the collective of elder people and their peculiarities in regard to access, use and exploitation of ICT. However, these efforts have focused mainly on the analysis of the elder group as a homogeneous entity, which has led them to establish their behavioral profiles compared with other age groups. In this research we start from the consideration of this collective as a heterogeneous group with different characteristics and conditions of use of the Internet. And we propose a latent class model that allows us to establish three major Internet profiles based on the use of advanced Internet services such as online purchasing.

La edad se considera una de las variables determinantes del riesgo de exclusión social de la población, especialmente con relación al uso de las nuevas tecnologías en general y de Internet en particular. Esto ha incidido en una creciente preocupación por el estudio del colectivo de mayores de 55 años y sus peculiaridades en lo relativo al acceso, uso y aprovechamiento de las TIC. Sin embargo, los esfuerzos se han centrado, mayoritariamente, en el análisis del grupo de mayores como algo homogéneo, lo que ha llevado a establecer sus perfiles de comportamiento en comparación con el de otros grupos de edad. En esta investigación partimos de la consideración del colectivo como grupo heterogéneo, con distintas características y condiciones de uso de Internet y proponemos un modelo de clases latentes que nos permite establecer tres perfiles de mayores internautas en función de la utilización de un servicio avanzado de Internet, la compra online., Age is considered one of the variables determining the risk of social exclusion of population, especially regarding the use of new technologies in general and the Internet in particular. This fact has provoked a growing concern for studying the collective of elder people and their peculiarities in regard to access, use and exploitation of ICT. However, these efforts have focused mainly on the analysis of the elder group as a homogeneous entity, which has led them to establish their behavioral profiles compared with other age groups. In this research we start from the consideration of this collective as a heterogeneous group with different characteristics and conditions of use of the Internet. And we propose a latent class model that allows us to establish three major Internet profiles based on the use of advanced Internet services such as online purchasing.

La edad se considera una de las variables determinantes del riesgo de exclusión social de la población, especialmente con relación al uso de las nuevas tecnologías en general y de Internet en particular. Esto ha incidido en una creciente preocupación por el estudio del colectivo de mayores de 55 años y sus peculiaridades en lo relativo al acceso, uso y aprovechamiento de las TIC. Sin embargo, los esfuerzos se han centrado, mayoritariamente, en el análisis del grupo de mayores como algo homogéneo, lo que ha llevado a establecer sus perfiles de comportamiento en comparación con el de otros grupos de edad. En esta investigación partimos de la consideración del colectivo como grupo heterogéneo, con distintas características y condiciones de uso de Internet y proponemos un modelo de clases latentes que nos permite establecer tres perfiles de mayores internautas en función de la utilización de un servicio avanzado de Internet, la compra online., Age is considered one of the variables determining the risk of social exclusion of population, especially regarding the use of new technologies in general and the Internet in particular. This fact has provoked a growing concern for studying the collective of elder people and their peculiarities in regard to access, use and exploitation of ICT. However, these efforts have focused mainly on the analysis of the elder group as a homogeneous entity, which has led them to establish their behavioral profiles compared with other age groups. In this research we start from the consideration of this collective as a heterogeneous group with different characteristics and conditions of use of the Internet. And we propose a latent class model that allows us to establish three major Internet profiles based on the use of advanced Internet services such as online purchasing.

All over the internet, various types of “virtual communities” are developing and gaining widespread popularity among users. The virtual communities increasingly serve as an online avenue, where users congregate and interact with other like-minded peers. Recent studies have shown that virtual communities have been recognized as a type of reference group for online users, where they not only share information but also develop online friendships. This thesis looks at consumer participation in online discussion forums in Malaysia and examines the antecedents and consequences of their participation behaviors. As an early study into this area in Malaysia, it explores the antecedents for online participation from social and psychological perspectives and investigates their implications on marketing-related variables. In addition, this research also compares the antecedents and consequences of online participation between novice and experienced users. The research undertaken is based on data collected from members of Malaysian-hosted online forums through web-surveys. Twelve forums agreed to participate in this study. The Partial Least Squares (PLS) technique was used to analyze the data collected, while cluster analysis was performed in order to group respondents based on their experience level. Results confirm that virtual communities, particularly product-related online discussion forums are indeed an influential reference point for Malaysian Internet users. Novices make up the majority of its members, compared to experienced users. They are also more prone to trust and be influenced by the forums than experienced users, which could eventually result in novices purchasing online, making repeat purchases and spreading word-of-mouth. As for experienced users, participation in online forums results only in online purchases. Trust in the forum does not seem to play an important role for these participants to proceed with purchase-related behaviors. This thesis cont

The travel industry has come to rely heavily on information and communication technologies to facilitate relations with consumers. Compiling consumer data profiles has become easier and it is generally thought that this has led to an increase in consumers' privacy concerns, which may have an adverse impact on their willingness to purchase online. Three specific aspects of privacy that have received attention from researchers are unauthorized secondary use of data, invasion of privacy, and errors. A study was undertaken to examine the effects of these factors on prior purchase of travel services via the Internet and future purchase probability. No evidence was found to indicate that such privacy concerns affect online purchase behavior within the travel industry. Managerial implications are discussed.

Los teléfonos móviles inteligentes “smartphones” se han convertido en una herramienta fundamental, pasando de ser instrumentos básicos de comunicación a dispositivos que nos facilitan la vida. En este sentido, las aplicaciones móviles (APPS), han adquirido un papel elemental, permitiéndonos realizar todo tipo de tareas y transacciones en nuestro día a día. Es por ello por lo que el presente trabajo se centrará en analizar de forma descriptiva los usos que dan los consumidores jóvenes burgaleses con edades comprendidas entre los 18 y 24 años a las APPS nativas, haciendo hincapié en las APPS que incorporan una funcionalidad de compra, así como a la percepción que tienen estos individuos sobre la irrupción de las nuevas aplicaciones web progresivas. Para la consecución de los objetivos, se realizará una investigación a partir de fuentes secundarias y primarias de información., The smart cell phones “smartphones” have become a key tool, moving from being basic communication tools to devices that make ease our life. In this sense, the mobile APPS, which allow us to do any everyday task and transaction, have acquired a key role. This is the reason why this paper will focus on a descriptive analysis of burgaleses (inhabitants of Burgos, Spain) young users, aged from 18 to 24 years, of the native APPS. With an emphasis on the APPS which integrate a purchasing functionality, as well as on these people’s perception of the new progressive web applications’ irruption. To achieve these objectives, we will conduct a research using secondary sources and primary sources of information.