Abstract
Convenience stores in Taiwan have made remarkable successes with retail delivery services by integrating E-commerce and logistics systems to form a new retail delivery model: “On-line shopping with pick-ups at convenience stores.” Although choice behavior has been discussed in marketing, few studies describe the non-linear characteristic of choice behavior. The catastrophe model was used to analyze the linkages between customer satisfaction and switching cost on pick-up point service loyalty. The results indicated that the switching cost plays the splitting factor in the catastrophe model, and a high switching cost makes the discontinuous choice behavior. In the cusp catastrophe mode, “Reselection electronic map” is the main index of the splitting factor. Nevertheless, “The quality of relative service concerning the electronic map” is the main index of the normal factor. It has been expected that a catastrophe approach to discontinuous behavior has made clearly abundant implications. Based on the findings of loyalty in the application of cusp catastrophe theory, the cusp catastrophe model is an appropriate model to know the process of loyalty. It suggests that other researchers could consider the cusp catastrophe theory and other nonlinear techniques, especially for standard approaches not adequately to capture the underlying dynamic.
Chapter PDF
Similar content being viewed by others
Keywords
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
References
D.J. Wales, A microscopic basis for the global appearance of energy landscapes, Science, Vol. 293 (2001), pp. 2067-2070.
S. Qin, J.J. Jiao, S. Wang and H. Long, A nonlinear catastrophe model of instability of planar-slip slop and chaotic dynamical mechanisms of its evolutionary process, International Journal of Solids and Structures, Vol 38 (2001), pp. 8093-8109.
D. Aerts, M. Czachor, L. Gabora, M. Kuna, A. Posiewnil, J. Pykacz and M. Syty, Quantum morphogenesis: A variation on Thom’s catastrophe theory, Physical Review E, Vol. 67 (2003), pp. 1-13.
X.A. Lignous, G.A.R. Parke, J.E. Harding and A.N. Kounadis, A comprehensive catastrophe theory for non-linear buckling of simple system exhibiting fold and cusp catastrophe, International Journal for Numerical Methods in Engineering, Vol. 54 (2002), pp. 175-193.
T.Y. Kenneth and S.O. Cheung, A catastrophe model of construction conflict behavior, Building and Environment, Vol.41 (2006), pp. 438-447.
I.N. Stewart and P.L. Peregoy, Catastrophe theory modeling in psychology, Psychological Bulletin, Vol. 94 (1982), pp. 336-362.
T.A. Oliva, R. L. Oliver and I.C. MacMillian, A Catastrophe Model for Developing Service Satisfaction Strategies, Journal of Marketing, Vol. 56 (1992), pp. 83-95.
M. Smith, R.A. Lancioni and T.A. Oliva, The effects of management inertia on the supply chain performance of produce-to-stock firms, Industrial Marketing Management, Vol. 24 (2005), pp.614-628.
W. Dou and S. Ghose, A dynamic nonlinear model of online retail competition using cusp catastrophe theory, Journal of Business Research, Vol. 59 (2006), pp.838-848.
G.G. Haveman and T.A. Oliva, Organization design, inertia, and the dynamics of competitive response, Organization Science, Vol. 4 (1993), pp. 181-208.
G.K. Kalph and T.A. Oliva, Multivariate Catastrophe Model Estimation: Method and Application, Academy of Management Journal, Vol. 37 (1994), pp. 206-221.
T.A. Olvia, W.S. Desarbo, D.L. Day and K. Jedidi, GEMCAT: A GEneral Multivariate methodology for estimating CATastrophe models, Behavior Science, Vol.32 (1987), pp. 121-137.
L. Lange, S. McDade and T.A. Oliva, Technological Choice and Network Externalities: A Catastrophe Model Analysis of Firm Software Adoption for Competing Operating Systems, Structural Change and Economic Dynamics, Vol. 12 (2001), pp. 9-57.
C.M. Feng and Y.K. Huang, The Choice Behavior Analysis of the Pick-up Point for the E-commerce Retailing Delivery, Journal of the Eastern Asia Society for Transportation Studies, Vol. 6 (2005), pp. 2778 - 2793.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2008 International Federation for Information Processing
About this paper
Cite this paper
Huang, YK. (2008). The Study of Customer Segmentation Examined by Catastrophe Model. In: Oya, M., Uda, R., Yasunobu, C. (eds) Towards Sustainable Society on Ubiquitous Networks. IFIP – The International Federation for Information Processing, vol 286. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-85691-9_4
Download citation
DOI: https://doi.org/10.1007/978-0-387-85691-9_4
Publisher Name: Springer, Boston, MA
Print ISBN: 978-0-387-85690-2
Online ISBN: 978-0-387-85691-9
eBook Packages: Computer ScienceComputer Science (R0)