Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes

Rose, Susan; Clark, Moira; Samouel, Phillip; Hair, Neil

doi:10.1016/j.jretai.2012.03.001

Cited by 867 publications

(953 citation statements)

References 78 publications

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“…Customers operating in the online environment encounter numerous components capable of influencing their experience with the website (Rose et al, 2012). Genitle et al (2007) found that customers interoperate different types of information on a website (text, imagery, video and audio) from both a cognitive and affective perspective.…”

Section: Online Customer Experiencementioning

confidence: 99%

“…Novak et al's (2000) research suggested that customers are only influenced by their cognitive thoughts online. However, subsequent research (Rose et al, 2012;Wang et al, 2012;Verhoef et al, 2009;Ethier et al, 2006) outline emotions as playing a significant role with regard to the customer experience. As a result, in line with the search process (Kuhlthau, 1989), Rose et al (2012, p.309) suggest that the online customer experience is a "psychological state manifested as a subjective response to the website".…”

Section: Online Customer Experiencementioning

confidence: 99%

“…Recently, services researchers have developed an interest in the online customer experience, most often centred on the online retail environment Novak, 2009;Luo et al;2011;Rose et al, 2012). Researchers, marketing practitioners and consultants have long expressed an interest in the customer experience and have agreed on its importance in producing outcomes of satisfaction, revisit intention and trust (Shobeiri et al, 2014).…”

Section: Introductionmentioning

confidence: 99%

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Evolving the online customer experience … is there a role for online customer support?

McLean

Wilson

2016

Computers in Human Behavior

132

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This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer's online experience. Through the use of indepth interviews and structural equation modeling, this study establishes a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. This paper provides further theoretical understanding of the OCE through the introduction of information quality, website credibility and the length of time spent on the website, as variables influencing the OCE. In addition, this paper establishes the need for online customer support during a utilitarian search for business support information and services.

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Section: Online Customer Experiencementioning

confidence: 99%

Section: Online Customer Experiencementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Evolving the online customer experience … is there a role for online customer support?

McLean

Wilson

2016

Computers in Human Behavior

132

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“…Lee, 2013 A. Mollen et al, 2010; S. Rose et al, 2012;V. Mummalaneni, 2005), 온라인 관 련 연구들에서는 회피 반응, 접근 반응, 즐거움, 습득한 정보, 구매 여부, 만족도, 상호 작용, 지출한 비용, 충성도, 만족도 등이 사용되었다(J.…”

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“…Mallat et al, 2009 Ha et al, 2008;J. Kim et al, 2010 Bitner, 1992; S. Rose et al, 2012;V. Mummalaneni, 2005 …”

mentioning

confidence: 99%

Application of the Stimulus-Organism-Response Model on Consumer's Continued Intention to Use Mobile Payment Services : Multiple Mediation Model

Kim¹,

Rha²

2016

Journal of Korean Home Management Association

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This study uses S-O-R framework to examine the relationships among consumers' perception of economic benefits, usefulness, privacy risks, switching cost, and emotions and continued intention usage. Results from an online survey of 324 qualified respondents were analyzed using the structural equation model. The results of the survey showed that first, perceived economic benefits and perceived usefulness has a positively effect on consumers' positive emotions. Second, perceived privacy risks have a negative effect on consumers' positive emotions. Third, perceived usefulness has a negative effect on consumers' negative emotions. Fourth, perceived switching cost has a positive effect on consumers' negative emotions. Fifth, consumers' positive and negative emotions have an effect on continuous usage intention. Sixth, consumers' positive and negative emotions have a mediating effect. The S-O-R model can explain consumer's continued intention to use mobile payment services. The study analyzed the emotional elements of mobile payment services. Emotional elements through mobile payment services can be applied to other financial services. Therefore, this study can guide emotional related practices with various future consumer electronic services.--

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Flow within theatrical consumption: The relevance of authenticity

Aykol

Aksatan

İpek

2016

J of Consumer Behaviour

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Despite its relevance and potential for explaining various arts consumption phenomena, examination of flow within that context has been limited. This study aims to expand knowledge about arts consumer behaviour by integrating flow construct into an explanatory model that examines the relationships among authenticity of core and peripheral aspects of the arts experience, flow, enjoyment, and intention to recommend. Data were collected from 219 theatre audience members through a self‐administered questionnaire and analysed with structural equation modelling. Results show that authenticity concerning the core product positively influences flow and enjoyment, whereas authenticity of venue is instrumental in providing the audience with enjoyment. Flow experienced in theatre is conducive to enjoyment, which, in turn, has a positive effect on intention to recommend. Managers of arts organisations can make inferences from study findings for developing customer communication and education strategies, designing performing arts venues, and managing customer feedback mechanisms. Copyright © 2016 John Wiley & Sons, Ltd.

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Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes

Cited by 867 publications

References 78 publications

Evolving the online customer experience … is there a role for online customer support?

Evolving the online customer experience … is there a role for online customer support?

Application of the Stimulus-Organism-Response Model on Consumer's Continued Intention to Use Mobile Payment Services : Multiple Mediation Model

Flow within theatrical consumption: The relevance of authenticity

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