Customer information search in the context of e-commerce: a cross-cultural analysis
by Federica Codignola; Alexandru Capatina; Jessica Lichy; Kiyohiro Yamazaki
European J. of International Management (EJIM), Vol. 16, No. 1, 2021

Abstract: Over recent decades, the internet has emerged as a widely used e-commerce tool for information searching and decision-making concerning consumer goods and services. With regard to B2C consumers, greater access to information has generated significant competitive advantage for firms that operate in the global marketplace. Recognising the knowledge-intensive nature of online business, information is managed with the aim of delivering unique customer experience. The existing literature puts forward that the search for information represents a fundamental step in the decision-making process. Research shows that in the global marketplace, individuals from different cultures rely on different typologies of information for making shopping decisions. However, few studies have investigated whether, in order to fulfil these different information needs, e-commerce informative elements should be localised or standardised depending on the cultural context. In an attempt to fill this gap in knowledge, our paper takes a customer behaviour approach to investigate how individuals from Finland, Italy and Japan search for information within the specific context of e-commerce.

Online publication date: Fri, 30-Jul-2021

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