The Importance of E-Commerce and Customer Relationships in Times of COVID-19 Pandemic

Oliveira, Margarida Mota; Tavares, Fernando Oliveira; Diogo, Ana; Ratten, Vanessa; Santos, Eulália

doi:10.1007/978-981-16-1442-2_3

Cited by 4 publications

(2 citation statements)

References 20 publications

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“…According to Abdullah et al (2020), convenience, incentive offers, security and privacy, ease of use, and website reputation all impact e-commerce factors such as product or service information. Oliveira et al (2021) proposed a positive relationship between e-commerce scale dimensions and customer relationships. Online shopping is perceived as an important platform for its functionality and benefits customers seeking physical shopping.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Young consumer engagement at the bottom of pyramid: applying S-O-R framework in e-commerce context

Gupta,

Kumar,

Melese

2023

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Purpose This study aims to identify the key drivers of consumer engagement in e-commerce among young consumers at bottom-of-pyramid (BoP) markets and their impact on continued usage intention. Design/methodology/approach A cross-sectional research design was used to understand low-income customers’ engagement in e-commerce, specifically online shopping. The data for this study were collected from BoP customers in the Indian market. A conceptual model was proposed, and hypotheses were developed using the stimulus–organism–response (S-O-R) framework. For analysis, structural equation modeling was performed using AMOS 20.0 software to test the structural model. Findings The results of the study highlight that perceived importance, technology and infrastructure and social influence are key drivers of e-commerce at BoP customers. Key drivers have shown a significant positive impact on customer engagement which leads to continue usage intention of e-commerce. Furthermore, customer engagement has shown a strong relationship with continue usage intention of e-commerce. Practical implications This study indicates that young consumers’ engagement is important for e-commerce service providers to gain a market share. BoP markets offer immense opportunities to create, develop and sustain e-commerce firms for a long time, especially in India. Managers should recognize the potential of BoP markets, which can generate a huge demand for products and services on e-commerce platforms. Originality/value This study contributes both theoretically and empirically. Theoretically, this adds to the existing knowledge of customer engagement, especially in e-commerce and BoP market segment. Empirically, it tested the conceptual research model of low-income customer engagement in the e-commerce marketplace using the S-O-R framework. The study recommended practical implications for e-retailers/e-commerce service providers engaging BoP customers in a digitally connected and intensively competitive era.

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Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Young consumer engagement at the bottom of pyramid: applying S-O-R framework in e-commerce context

Gupta,

Kumar,

Melese

2023

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“…In order to better understand the role that e-commerce plays in the COVID-19 epidemic and how it interacts with consumers, the study uses a questionnaire survey. The results show that since the development of COVID-19, the majority of people have begun using e-commerce often, and each e-commerce scale dimension has a favorable and significant relationship with customers [3].…”

Section: Introductionmentioning

confidence: 97%

E-commerce Development Under the Epidemic

Shuai

2023

AEMPS

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Due to COVID-19's effects, China's market economy is currently dealing with a number of crises and difficulties. People were compelled to separate at home, the network shopping trend has emerged in place of offline consumption, e-commerce platforms in this time period have a unique allure, many businesses take advantage of opportunities to grow their electrical businesses, and in light of the results of the economic market analysis, it is concluded that the majority of people's consumption demand is based on the demand for items on electric business platforms, which has expanded and enriched the electrification of society. In order to prevent potential issues with the transaction, ensure the safety of express transit, strengthen the pertinent rules and regulations, and identify appropriate solutions for the current issues.

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Applying Heuristic Evaluation with Different Evaluator Profiles: A Comparative Study Between Novice and Expert Specialists

Paz,

Moquillaza,

Lecaros

et al. 2023

Proceedings of the XI Latin American Conference on Human Computer Interaction

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The Importance of E-Commerce and Customer Relationships in Times of COVID-19 Pandemic

Cited by 4 publications

References 20 publications

Young consumer engagement at the bottom of pyramid: applying S-O-R framework in e-commerce context

Young consumer engagement at the bottom of pyramid: applying S-O-R framework in e-commerce context

E-commerce Development Under the Epidemic

Applying Heuristic Evaluation with Different Evaluator Profiles: A Comparative Study Between Novice and Expert Specialists

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