Vicarious experience in retail e-commerce: An inductive taxonomy of product evaluation support features

Abstract

In general, direct experience (touch, taste, use, and so on) of physical products is impossible in an online environment. Knowledge of the experience attributes of these goods must therefore be obtained via an intermediary (vicariously). Unfortunately, little has been published about how to design online retail systems that help customers evaluate physical products. This paper addresses that gap by (1) surveying a wide range of sites, and (2) evaluating the features found using a grounded, rigorous evaluation method to induce a taxonomy of vicarious experience. The taxonomy is then used as the basis for some theory-based conjectures about the types of designs most suitable for different types of product. In particular, we propose that the type of information form and community used should differ for value-expressive and utilitarian goods, and for high and low-involvement goods.

Tweeting Taksim communication power and social media advocacy in the Taksim square protests

“…In the case of Taksim Square protests, vicarious experience was represented in tweets sharing others' personal experiences in protest efforts. Therefore, from a social media angle, vicarious experience may have been used more to convey a message (consistent with arguments by Smith et al, 2005) than for personal motivation to act.…”

“…There are few studies applying vicarious experience to the online environment. Smith, Johnston, and Howard (2005) explored the concept in relation to e-commerce, and suggested that vicarious experience online comprises gaining ''experience attributes. .…”

Influence of the mode of graphical representation on the perception of product aesthetic and emotional features: An exploratory study

“…This examination may take place in presence of the real product (direct inspection), through other channels (indirect one), or through a similar product, which the user considers purchasing. This stage is previous to the purchasing decision, in which either the most suitable product will be chosen or all products will be rejected (Smith et al, 2005).…”

“…The decision to use more advanced modes of representation could depend on the type of product in question and the aims of the company. In this sense and according to the classification proposed by Smith et al (2005), industrial products can be divided into two categories: ''value-expressive'' products and ''utilitarian'' ones. Value-expressive goods are selected based on what the products symbolise and what they express to others (Johar and Sirgy, 1991;Levy, 1959;Shavitt, 1992).…”

Critical Factors Influencing Diffusion of Interactivity Innovations on Corporate Websites

“…At least, they expect some sort of consulting efforts from the supplier side, such as product evaluation support features [42]. Besides asynchronous feedback and contact forms (contact data and email) and added-value information (FAQs/online discussion forums) [43], call-back or chat features (such as synchronous live web help, service and sales chat [4], [44]), and videoconferencing [12] are examples of more innovative forms of online support features providing advice on corporate websites.…”