Customer Experience Formation in Online Shopping: Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store

Kemppainen, Tiina; Makkonen, Markus; Frank, Lauri

doi:10.1007/978-3-030-47539-0_13

Cited by 3 publications

(1 citation statement)

References 44 publications

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“…The sustainable retailer profile that this paper presents manages online consumer behaviour, providing visitors with a pleasant experience during the customer journey, which is an important goal for online retailers and we find it is also supported in other studies [105][106][107]. Optimising the moments of interaction with users, the sustainable e-tailers can stimulate the purchasing behaviour by improving the perceived value and ease of use of the online store's touchpoints and increasing the number of their customers by making their sites more user-friendly.…”

Section: Discussionsupporting

confidence: 70%

How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation

et al. 2021

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Digital technology is leading the transformation of business models into sustainable ones, expanding and changing the competitiveness scenario. This paper aims to promote a new sustainable retailer model shaped by contingent free shipping theory and the optimisation of the customer’s journey, enriching the scientific literature by proposing a consumer behavioural model that highlights the contribution of four selected touchpoints to the sustainable transformation of SMEs. The research was elaborated by deploying a framework that presents five analysis methods, namely, an additive function construction, a TOPSIS method, a Spearman rank correlation coefficient calculation, a content analysis and an analytic hierarchy process, which engender the new model. Discovering nine distinguished categories of e-tailers, the sustainable retailer profile was developed and the touchpoint with the greatest contribution to the transformation process was identified. The results of the study allowed the authors to propose the model as a solution to withstand the preponderant negative experience provided by analysed e-tailers to digital buyers, representing the opportunity for SMEs’ sustainable transformation and long-term growth in a competitive, ever-growing market.

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Section: Discussionsupporting

confidence: 70%

How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation

et al. 2021

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Empowering through digital skills: A case of alumni in the business services sector

Deja,

Bobkowski,

Huvila

et al. 2024

Asso for Info Science & Tech

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This quasi‐experiment examines the self‐assessment of psychological empowerment in the workplace among humanities and social science graduates who completed one of four digital literacy courses and were employed in the business services sector 6 months after graduation. The four courses—information literacy, data literacy, visual literacy, and communication and collaboration—were designed using information literacy and digital skills frameworks and were offered to support students' employability. Psychological empowerment was measured with four dimensions: meaning, competence, self‐determination, and impact. Statistical inference with a probabilistic approach using Bayesian ANOVA was conducted. The four courses varied in their impact on empowerment, with the information literacy course corresponding to the highest empowerment scores. The training also related differentially to the four dimensions of empowerment, with the highest scores on meaning. Evidence indicates that digital literacy instruction supports the psychological empowerment of humanities and social science graduates employed in the business services sector.

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An analysis of perfume packaging designs on consumer’s cognitive and emotional behavior using eye gaze tracking

Modi,

Singh

2024

Multimed Tools Appl

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Customer Experience Formation in Online Shopping: Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store

Cited by 3 publications

References 44 publications

How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation

How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation

Empowering through digital skills: A case of alumni in the business services sector

An analysis of perfume packaging designs on consumer’s cognitive and emotional behavior using eye gaze tracking

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