Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences

Carlson, Jamie; O’Cass, Aron

doi:10.1007/s12525-011-0073-z

Cited by 42 publications

(25 citation statements)

References 72 publications

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“…But the findings didn't support the influence of hedonic shopping values as suggested by earlier studies. Similarly, this paper confirms the findings of studies like [10], [49] that suggested the influence of web atmospherics on e-satisfaction. Also, as noted in studies like [23], [42], [53], the present study concludes that e-satisfaction has a significant direct effect on e-loyalty.…”

Section: Discussion Conclusion and Implicationssupporting

confidence: 91%

The Influence of Online Shopping Values and Web Atmospheric Cues on E-Loyalty: Mediating Role of E-Satisfaction

Vijay

Prashar

Sahay

2019

J. theor. appl. electron. commer. res.

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An exponential growth in the Indian e-commerce sector has attracted many national and international online retailers. Besides, price and promotional schemes, these e-retailers use website features-informativeness, entertainment and effectiveness of content, to differentiate from other players. This paper attempts to decipher the influence of hedonic and utilitarian shopping values and web atmospheric cues on e-satisfaction. From the survey findings, it is observed that web cues have greater influence in shaping e-satisfaction. Further, within the input variables effectiveness of information content has the largest influence on e-satisfaction. The study also highlights the importance of mediating role of e-satisfaction between shopping values, website features and eloyalty. The paper suggests select marketing strategies for e-retailers.

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Section: Discussion Conclusion and Implicationssupporting

confidence: 91%

The Influence of Online Shopping Values and Web Atmospheric Cues on E-Loyalty: Mediating Role of E-Satisfaction

Vijay

Prashar

Sahay

2019

J. theor. appl. electron. commer. res.

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“…Ultimately, flow may lead to higher purchasing intentions and loyalty that can further generate productive states (Hausman & Siekpe, 2009). For example, studies found that flow lead to a significant increase in purchasing (Korzaan, 2003), impulsive buying (Koufaris, 2002), transaction intentions (Wu & Chang, 2005), and brand loyalty (Carlson & O’Cass, 2011). This study measures continuance intention as a behavioral outcome as it is relatively difficult to measure actual revisit or continuance usage (Zhou, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

Online Engagement Among Restaurant Customers: The Importance of Enhancing Flow for Social Media Users

Kim

Yoo²,

Yang

2019

Journal of Hospitality & Tourism Research

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The increased usage of digital communication technologies has transformed online engagement into a key aspect of the modern customer experience in the hospitality industry. The flow theory is especially important for understanding customer engagement in the online environment. The purpose of this study is to examine the antecedents of flow and to investigate its influence on the positive attitudes and continuance intentions among the users of social media. The study’s results show that challenge, information quality, and system quality all play significant roles in flow; and flow leads to positive attitudes and continuance intentions, which indicates the importance of creating flow to increase customer engagement. Academically, this study contributes to the limited body of literature on the flow experience and customer engagement in the hospitality context. Additionally, it provides practical insights how to gain competitive advantages by strategically managing customer engagement with social media marketing through flow.

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“…Cabe ressaltar que a estrutura ou organização da loja eletrônica deve facilitar o processo de compra do consumidor (COLLIER; BIENSTOCK, 2006). Ambientes virtuais mais responsivos e fáceis de serem explorados envolvem mais os consumidores, que sentem maior controle sobre o processo de compra e passam a dedicar mais atenção ao conteúdo visualizado (CARLSON;O'CASS, 2011;PAVLOU;FYGENSON, 2006). Nesta mesma linha, Fassnacht e Koese (2006) argumentam que a estrutura de uma loja virtual deve ser planejada para permitir aos consumidores encontrarem facilmente os conteúdos desejados, sem ter que despenderem grandes esforços mentais.…”

Section: Avaliação De Alternativasunclassified

“…Nesta etapa do processo, destacam-se os elementos transacionais de um website, relacionados às transações envolvidas na efetuação de compras em ambientes virtuais (CARLSON;O'CASS, 2011).…”

Section: Compraunclassified

“…Os elementos transacionais de um website estão associados à eficácia do varejista virtual para desempenhar os processos necessários à conclusão das transações de venda, incluindo efetuação do pagamento, proteção dos dados do consumidor e reserva do produto nos estoques (CARLSON;O'CASS, 2011;LOIACONO et al, 2007), e influenciam as atitudes dos consumidores relacionadas a determinado varejista virtual (PAVLOU;GEFEN, 2004).…”

Section: Compraunclassified

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A Proposal of Consumer Segmentation in Electronic Commerce

Ceribeli

Merlo

Cândido³

2014

Nucleus

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RESUMO:Apesar do crescimento do comércio eletrônico, o comportamento do consumidor no setor ainda é um tema pouco explorado nas pesquisas acadêmicas publicadas no Brasil. Neste contexto, o objetivo geral deste trabalho foi apresentar uma proposta de segmentação dos consumidores no comércio eletrônico. Para atingir o objetivo proposto, foi realizado um levantamento de campo. A amostra do estudo foi composta por 500 indivíduos. Para a coleta de dados, foi utilizado um questionário estruturado com base na escala de Likert. Para analise dos dados, foi efetuada uma Análise de Cluster. Posteriormente, foi possível identificar dois segmentos de consumidores: os Engajados e os Simplificadores. Os consumidores classificados como Engajados estão mais preocupados em ter uma experiência de compra agradável no varejo eletrônico, valorizando diversos atributos durante o processo de compra e se engajando em atividades de busca de informações e propaganda boca-a-boca pós-compra. Por outro lado, no segmento dos consumidores Simplificadores, os indivíduos são motivados a comprar na Internet pelos preços baixos e valorizam sites com boa reputação, simplificando o processo de decisão de compra. Para estudos futuros, recomenda-se que as hipóteses levantadas durante este trabalho sejam testadas estatisticamente e analisadas. Palavras-chave: Comportamento do consumidor. Comércio eletrônico. Segmentação de mercado. A PROPOSAL OF CONSUMER SEGMENTATION IN ELECTRONIC COMMERCESUMMARY:. Despite the growth of electronic commerce, consumer behavior in the sector is still a relatively unexplored subject in academic research published in Brazil. In this context, the aim of this study was to present a proposal of consumer segmentation in e-commerce. To achieve the proposed objective, was made a field survey. The study sample consisted of 500 individuals. To collect data, was used a structured questionnaire based on Likert scale. To analyze the data, was performed a Cluster Analysis. Later, it was possible to identify two segments of consumers: Engaged and Simplifiers. Consumers classified as Engaged are more concerned about having a pleasant shopping experience in electronic retailing, valuing different attributes during the purchase process and engaging in information search and word-of-mouth activities after purchase. Moreover, the segment of consumers Simplifiers includes individuals that are motivated to buy on the Internet by low prices and that value sites reputation, simplifying the process of buying decision. To future studies, we recommend that hypotheses developed in this work be statistically tested and discussed.

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Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences

Cited by 42 publications

References 72 publications

The Influence of Online Shopping Values and Web Atmospheric Cues on E-Loyalty: Mediating Role of E-Satisfaction

The Influence of Online Shopping Values and Web Atmospheric Cues on E-Loyalty: Mediating Role of E-Satisfaction

Online Engagement Among Restaurant Customers: The Importance of Enhancing Flow for Social Media Users

A Proposal of Consumer Segmentation in Electronic Commerce

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