Negative and positive customer shopping experience in an online context

Barari, Mojtaba; Ross, Mitchell; Surachartkumtonkun, Jiraporn

doi:10.1016/j.jretconser.2019.101985

Cited by 133 publications

(99 citation statements)

References 74 publications

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“…For product type as moderator, in both organic and promoted pathways, product type significantly moderates the relationship between direct antecedents of engagement and customer engagement, in which engagement is much stronger in hedonic than utilitarian products. These results confirm research findings of the role of hedonic products in enhancing customer–firm relationships (Barari et al., 2020) and customer engagement (Hollebeek, 2013).…”

Section: Discussionsupporting

confidence: 90%

A meta‐analysis of customer engagement behaviour

Barari

Ross

Thaichon

et al. 2020

Int J Consumer Studies

Self Cite

177

141

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Customer engagement behaviour has emerged as an influential concept in marketing and refers to customers' behavioural manifestation towards a firm originating from motivational drivers. To provide a comprehensive and generalisable picture of this concept, this study provides a meta‐analysis integrating data of 196 effect sizes of 184 publications with a sample of 146,380. The findings reveal engagement through two pathways: organic pathway as relationship‐oriented (perceived quality, perceived value and relationship quality) and promoted pathway as firm‐initiated (functional and experiential initiatives). Moderator analysis indicates that the influence of the two pathways on engagement depends on engagement context (online vs. offline), industry type (service vs. manufacturing) and product type (hedonic vs. utilitarian) and cultural context. Findings support attitudinal engagement–loyalty and behavioural engagement–firm performance linkage. Study results provide new insight into various engagement approaches and their relationship to each other. The authors offer recommendations to help marketers manage their customer engagement process more effectively.

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Section: Discussionsupporting

confidence: 90%

A meta‐analysis of customer engagement behaviour

Barari

Ross

Thaichon

et al. 2020

Int J Consumer Studies

Self Cite

177

141

View full text Add to dashboard Cite

show abstract

“…In the most accepted definition of the customer experience concept, customer's internal and subjective responses to any company related interactions were seen as the basic constructs. As an objection to the passive position of customer which was understood from this definition, more recent views pointed out the customer's mind where the experience was structured (Barari, Ross, & Surachartkumtonkun, 2020). This experience can be enhanced by the sensory stimuli influencing the customer behaviorally and psychologically (Soars, 2009).…”

Section: Discussionmentioning

confidence: 99%

Do consumers need to smell? Scale development and validation

Dörtyol

2020

Journal of Sensory Studies

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The Need‐to‐Smell (NTS) scale aims to assess the differentiator role of olfactory information. The NTS construct definition is the degree to which an ambient scent is effective on consumers' shopping experiences. The scale items appearing as the result of the literature search and ZMET interviews were refined and finalized with the analysis of data gathered via online panels. Through this entire process, explorative and confirmative factor analysis and all the required validity analyses were performed. The nomological validity is proven by the positive relationships between the NTS scale and the Evoked Nostalgia Scale and the Impulse Buying Scale. The positive correlation with the Importance of Olfaction questionnaire is the evidence for the convergent validity. The discriminant validity is also realized as there is no relationship with the Need for Cognition scale. In the end, the NTS scale with two factors, namely, approach factor which is more related to the effects of pleasant scent on expectation, desire, attention, satisfaction, confidence, and avoidance factor which is more related the negative evaluations originated from unpleasant scent, is appeared. After conducting further studies to understand the nature of the NTS scale, the theoretical and managerial implications are discussed. Practical Applications The NTS scale will give opportunity to some industry‐specific marketers on their effort of creating different and memorable brands. At this juncture, determining the consumers who are higher in NTS and then inviting them to the brand design process may result higher acceptance and adoption rates relating to the scent of the product. In this way, marketers may readily and scientifically activate the link between scent and some specific parts of the brain. Eventually, these achievements on the design of consumers' experiences may lead significant competitive advantages.

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“…Enormous research illustrates that when consumers are satisfied and pleased with all the services provides, they demonstrate happiness, loyalty, and dedication to the brand (Mansoor, Awan & Syed, 2020). Except that, non-satisfied customers spread bad word of mouth which hurts the organization in the long term (Barari, Ross, & Surachartkumtonkun, 2020).…”

Section: Discussion/ Analysismentioning

confidence: 99%

“…Extensive research highlights that when customers are happy and content with the services provides, they show satisfaction, loyalty, and commitment to the brand (Mansoor, Awan & Syed, 2020). Whereas, non-satisfied customers spread negative word of mouth which harms the business in the long run (Barari, Ross, & Surachartkumtonkun, 2020). Lindh et al (2008) in their examination, how can IT Impact Business Relationships?…”

Section: Customer Satisfactionmentioning

confidence: 99%

Antecedent of Customer Satisfaction With Impact of Logistics Service Quality, E-Payment Through Moderating Role of Information and Communication Technology

Khan

Husain

Haider

et al. 2021

HSSR

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Purpose: Customer Satisfaction is the top priority in all business sectors, so the effect of different variables was evaluated on customer satisfaction which is taken as the dependent. Independent variable is e-Payment, Logistic Service Quality, and e-Traceability. Moderating Role was studied of the Use of ICT (Information and Communication Technology). Methodology: This research was carried out on the logistic companies of major cities of Pakistan, including Islamabad, Peshawar, Lahore, and Karachi. The data was cross-sectional in nature and with the involvement of different geographical locations, data collection took a longer time. 400 questionnaires were distributed among the workers of logistic firms in the above-mentioned big cities of Pakistan. Only 298 responses were acquired out of which 258 were workable. Data were analyzed using SPSS-23. Main Findings: Findings reveal that the moderating role of ICT is insignificant on the relationship between e-Payment and Customer Satisfaction and the use of ICT enhances the Service Quality of Logistics and Customer Satisfaction. The beneficiary of the current research would be the logistics firms of Pakistan as it encompasses different aspects influencing logistic customer satisfaction. Logistic service quality is directly linked to the customer, so the current study can benefit the logistic firm in how to retain customers and ultimately how to increase profitability. Implications/Applications: Current research also describes the utilization of Information and Communication Technology so organizations can design their system according to the modern framework of technology. Novelty/Originality of this study: This research study is based on different logistic services of major cities of Pakistan. The direct impact of independent variables on a dependent variable will be studied along with the moderating effect of Use of ICT on the direct relationships. The practice of logistic services has been changed due to the emergence of the concept of service quality and relationship marketing. Traditionally, logistics has been thought to be a bridge between production and consumption.

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Negative and positive customer shopping experience in an online context

Cited by 133 publications

References 74 publications

A meta‐analysis of customer engagement behaviour

A meta‐analysis of customer engagement behaviour

Do consumers need to smell? Scale development and validation

Antecedent of Customer Satisfaction With Impact of Logistics Service Quality, E-Payment Through Moderating Role of Information and Communication Technology

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