Consumer Experience and Omnichannel Behavior in Various Sales Atmospheres

Paz, María Dolores Reina; Delgado, Fernando Jiménez

doi:10.3389/fpsyg.2020.01972

Cited by 20 publications

(9 citation statements)

References 60 publications

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“…In addition, retailers can appropriately adjust layouts or designing interfaces to enhance shopping atmospheres and customer experiences. Paz and Delgado ( 2020 ) indicate that digital atmospheres are important to prompt online sales. Under the season with heavy smog pollution, retailers can change the design and layout of online platforms to help customers reduce anxiety and anxiety.…”

Section: Conclusion and Discussionmentioning

confidence: 99%

Online or Offline? How Smog Pollution Affects Customer Channel Choice for Purchasing Fresh Food

Liang

Zhu

et al. 2021

Front. Psychol.

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Due to fresh foods' unique characteristics, where quality, freshness, and perishability are the main concerns, consumers are more inclined to choose offline channels for purchasing foods. However, it is not well-understood how these behaviors are affected by the adverse external environment, e.g., smog pollution. Fine particulate matters (PM2.5) on smog days would irritate the respiratory tract and pose health risks to people, triggering negative emotions such as sadness and depression. People tend to stay in a clean indoor environment on smog days. An adverse external environment is causing a gradual change in people's habits and emotions. Still, its impact on shopping behaviors is a complex process in need of further study. The study fills this gap by examining the impact of smog pollution on customer channel choice. Based on data from an e-commerce retailer that operates in both online and offline channels. We find that (1) the degree of smog pollution has a significant positive effect on online channel purchasing at aggregated store-, product-, and individual- levels; (2) moreover, the retailer's in-store interactive activities would restrain this positive relationship; (3) variation of product pricing and customers' healthy eating tendency would pronounce the positive association between smog and online purchasing. These results can serve as a reference for retailers to adjust channel strategies in the face of harsh external conditions.

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Section: Conclusion and Discussionmentioning

confidence: 99%

Online or Offline? How Smog Pollution Affects Customer Channel Choice for Purchasing Fresh Food

Liang

Zhu

et al. 2021

Front. Psychol.

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“…This study adopts the S-O-R framework as its overarching theory. As a widely used theory in the consumer behavior literature (Zheng et al, 2019 ; Akram et al, 2020 ; Arif et al, 2020 ; Paz and Delgado, 2020 ; Lim et al, 2021 ; Wang et al, 2022 ), this model emphasizes how environmental stimuli lead to cognitive and affective responses (i.e., perception, experience, and evaluation), which in turn trigger certain psychological responses (i.e., attitudinal and behavioral responses) (Mehrabian and Russell, 1974 ).…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

Why Do Some Consumers Still Prefer In-Store Shopping? An Exploration of Online Shopping Cart Abandonment Behavior

Wang

Ning

et al. 2022

Front. Psychol.

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Shopping cart abandonment remains a challenge for many e-retailers despite the continued growth of the e-commerce industry worldwide. However, the issue of online shopping cart abandonment (OSCA) has not been explored extensively in the literature. Grounded by the stimulus-organism-response (S-O-R) model, this study explores a sequential mediation model comprising consumers' wait for lower prices as an antecedent, hesitation at checkout and OSCA as mediators, perceived transaction inconvenience as a moderator, and decision to buy from a land-based retailer (DBLR) as an outcome. An online questionnaire was designed and distributed to 883 online consumers in Mainland China. Partial least squares-structural equation modeling (PLS-SEM) was employed to analyze the survey data. The results show that waiting for lower prices positively influences hesitation at checkout, and subsequently, impacts both OSCA and DBLR. Hesitation at checkout and OSCA play sequential mediating roles in the framework path. In addition, perceived transaction inconvenience strengthens the relationship between waiting for lower prices and hesitation at checkout. Overall, this study contributes to theory and serves as a guideline for e-retailers in reducing the OSCA rate.

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“…Some studies have shown that the higher the level of uncertainty, the stronger the perceived risk ( Chen and Chang, 2012 ; Liang et al, 2018 ). In addition, uncontrollable factors increase with the virtuality of the network environment, and these uncertainties all increase the perceived risks ( Shao et al, 2019 ; Paz and Delgado, 2020 ). This study focus on the customer’s expectation perception of loss in the process of using the e-commerce platform, including the subjective psychological perception of various possible consequences after consumption.…”

Section: Literature Reviewmentioning

confidence: 99%

Effect of e-service quality on customer engagement behavior in community e-commerce

2022

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Customer engagement behavior is a critical success factor for community e-commerce. While many community e-commerce websites are currently improving service quality to enhance customer engagement behavior, little is known about how such e-services affect customer engagement behavior. Building upon the stimulus-organism-response (SOR) model, this study developed a research model to explain how e-service quality of community e-commerce platform affects customer engagement behavior through customer trust and perceived risk. The research model was empirically evaluated by surveying 326 customers who have shopped through the community e-commerce platforms. The results indicate that e-service quality (system design, intelligent fulfillment, security assurance, and interactive service) positively affects customer engagement behavior. Besides, customer trust and perceived risk play a mediating role between e-service quality and customer engagement behavior. This study offers recommendations to managers on how to build an attractive community e-commerce platform to stimulate customer engagement behavior.

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Consumer Experience and Omnichannel Behavior in Various Sales Atmospheres

Cited by 20 publications

References 60 publications

Online or Offline? How Smog Pollution Affects Customer Channel Choice for Purchasing Fresh Food

Online or Offline? How Smog Pollution Affects Customer Channel Choice for Purchasing Fresh Food

Why Do Some Consumers Still Prefer In-Store Shopping? An Exploration of Online Shopping Cart Abandonment Behavior

Effect of e-service quality on customer engagement behavior in community e-commerce

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