Creating Effective Online Customer Experiences

Bleier, Alexander; Harmeling, Colleen M.; Palmatier, Robert W.

doi:10.1177/0022242918809930

Cited by 295 publications

(362 citation statements)

References 77 publications

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“…Chen et al (2017) point out that retailers can establish relational capital with purchasers by improving mutual trust, cooperation, and appreciation with them. Bleier et al (2019) find that a manufactured item's type and brand reliability influence the effect of each experience aspect on end users' purchase decisions. Sullivan and Kim (2018) indicate that perceived value affects the experiences of online trust among purchasers and their commitment to buy again from the same website.…”

Section: Effects Of Perceived Risk On Purchase Intention In Social Comentioning

confidence: 91%

Consumers’ Decision-Making Process on Social Commerce Platforms: Online Trust, Perceived Risk, and Purchase Intentions

et al. 2020

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This study enhances the existing literature on the role of trust and online perceived risk in shaping consumer purchase decision-making in social commerce. The aim of this article is to investigate consumers' purchase decision-making process, the determinant components of social commerce purchase intentions and attitudes, the effect of perceived risk on intention to go shopping in online settings, and consumer trust and buying behavior on online retailing platforms. The insights obtained from our research extend current knowledge as regards determinants of consumer attitudes and intentions toward online purchases, consumers' perceived shopping risk and repurchase behavior when buying products online, and perceived consumer online trust and purchase decisions. Limited research has considered consumers' decisionmaking processes on social commerce platforms by investigating how their perceptual attitudes, behavioral intentions, and immediate gratifications affect the purchase of products and services online. Our study addresses this gap and extends prior research by focusing on the relationship between online consumer purchase intention, social commerce adoption behavior, and consumers' trust together with risk factors affecting online buying decisions, in light of the characteristics of source credibility. Our findings point toward important avenues of research on psychological determinants of consumer engagement in social media, decision mechanisms lying behind evaluation of prices, the types of perceived risk incurred, and online repurchasing behavior and intention on social commerce platforms. Subsequent directions should clarify whether adoption of mobile payment services may shape online consumers' impulsive buying behavior and decision-making, especially under the influence of online product reviews.

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Section: Effects Of Perceived Risk On Purchase Intention In Social Comentioning

confidence: 91%

Consumers’ Decision-Making Process on Social Commerce Platforms: Online Trust, Perceived Risk, and Purchase Intentions

et al. 2020

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“…Third, anthropomorphism also increases social presence, defined as the degree to which a communication medium allows one to perceive the communicator as being psychologically present during an interaction (Short, Williams, & Christie, 1976). Social presence resulting from anthropomorphization has been associated with trust, engagement, and satisfaction (Kumar & Benbasat, 2006;Picard, 1997;Qiu & Benbasat, 2009;Turkle, 2017;Bleier, Harmeling, & Palmatier 2019). In examining specific anthropomorphic features, researchers have shown that certain personality characteristics such as friendliness and expertise (Verhagen et al, 2014) as well as embodiment and communication style (Qiu & Benbasat, 2009) influence perceptions of social presence.…”

Section: Encouraging Voluntary Self-disclosure With Conversational Agmentioning

confidence: 99%

Learning from the Dark Web: leveraging conversational agents in the era of hyper-privacy to enhance marketing

Thomaz

Salge

Karahanna

et al. 2019

J. of the Acad. Mark. Sci.

136

105

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The Web is a constantly evolving, complex system, with important implications for both marketers and consumers. In this paper, we contend that over the next five to ten years society will see a shift in the nature of the Web, as consumers, firms and regulators become increasingly concerned about privacy. In particular, we predict that, as a result of this privacy-focus, various information sharing and protection practices currently found on the Dark Web will be increasingly adapted in the overall Web, and in the process, firms will lose much of their ability to fuel a modern marketing machinery that relies on abundant, rich, and timely consumer data. In this type of controlled information-sharing environment, we foresee the emersion of two distinct types of consumers: (1) those generally willing to share their information with marketers (Buffs), and (2) those who generally deny access to their personal information (Ghosts). We argue that one way marketers can navigate this new environment is by effectively designing and deploying conversational agents (CAs), often referred to as "chatbots." In particular, we propose that CAs may be used to understand and engage both types of consumers, while providing personalization, and serving both as a form of differentiation and as an important strategic asset for the firm-one capable of eliciting self-disclosure of otherwise private consumer information.

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“…The development of communication technologies has resulted in online brands that bring online brand experiences to customers (Ha and Perks, 2005;Morgan-Thomas and Veloutsou, 2013;Lee and Jeong, 2014). Providing an exceptional brand experience in an online context is critical due to the energetic flow of information describing this distinctive electronic environment (Morgan-Thomas and Veloutsou, 2013; Lee and Jeong, 2014;Bleier et al, 2019).…”

Section: Online Brand Experiencementioning

confidence: 99%

Customer brand engagement impact on brand satisfaction, loyalty, and trust in the online context. Egyptian Banking Sector

Sadek¹,

mehelmi²

2020

JBRMR

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This study measures the impact of customer brand engagement (CBE) on brand satisfaction, loyalty, and trust through the online brand experience in the Egyptian banking sector based on the customers' perspective. Electronic questionnaires were developed to collect data. Data collected from 392 questionnaires was analyzed by means of Structural Equation Modelling (SEM). Findings indicated that CBE has a significant positive impact on brand satisfaction, trust, and loyalty respectively via the online brand experience. This study contributes to knowledge development by focusing on the importance of CBE and its consequences in the online service sector, which is still uncovered. Besides, this study offers guidelines to the service providers with valuable meanings for CBE to enhance brand's satisfaction, trust and loyalty via developing a unique online brand experience particularly in the Egyptian banking sector, which is witnessing now a new era of digital transformation.

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Creating Effective Online Customer Experiences

Cited by 295 publications

References 77 publications

Consumers’ Decision-Making Process on Social Commerce Platforms: Online Trust, Perceived Risk, and Purchase Intentions

Consumers’ Decision-Making Process on Social Commerce Platforms: Online Trust, Perceived Risk, and Purchase Intentions

Learning from the Dark Web: leveraging conversational agents in the era of hyper-privacy to enhance marketing

Customer brand engagement impact on brand satisfaction, loyalty, and trust in the online context. Egyptian Banking Sector

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