Influence of catalog vs. store shopping and prior satisfaction on perceived risk

Troy A. Festervand Ph.D., Don R. Snyder Ph.D., John D. Tsalikis M.B.A.

Journal of the Academy of Marketing Science · 1986 · Volume 14 · Issue 4

Abstract

This paper presents the results of a study which examines the overall amount and types of risk consumers perceive when purchasing the same products by direct mail as compared to retail stores. The effect of prior catalog shopping experience on perceived risk is also examined. The results indicate that despite the gains achieved by the direct mail industry, consumers continue to perceive this shopping mode as being significantly more risky. Differences were also found with respect to the individual types of risk perceived. A significant relationship between perceived risk and the satisfaction/dissatisfaction derived from prior catalog purchase experience was also identified.

Keywords

Consumer Research, Retail Store, Consumer Satisfaction, Direct Mail, Risk Dimension

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