Virtual Product Experience: Effects of Visual and Functional Control of Products on Perceived Diagnosticity and Flow in Electronic Shopping

Jiang, Zhenhui

doi:10.2139/ssrn.1400827

Cited by 107 publications

(181 citation statements)

References 68 publications

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“…Amongst other advantages, 3D retail stores add emotional expressiveness (Gadalla et al, 2013) and can enhance social experience (Mäntymäki and Salo, 2011;Verhagen et al, 2012). 3D virtual experiences allow consumers to view products from different perspectives, angles and distances, as well as explore the different functions and feature of available products ( Jiang and Benbasat, 2004) with benefits for positive evaluations of the product. Similarly, the vividness of graphics positively stimulates the user's sensory perceptions through an increased level of interactivity (Cheng et al, 2014), by supporting mental imagery formation (Choi and Taylor, 2014), with benefits for consumers' potential to remember products and gain confidence in the online shopping process (Lee, 2012).…”

mentioning

confidence: 99%

To immerse or not? Experimenting with two virtual retail environments

Papagiannidis

Pantano

See-To

et al. 2017

ITP

121

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.*Related content and download information correct at time of download. Charles DennisThe Business School, Middlesex University, London, UK, and Michael BourlakisCranfield School of Management, Cranfield University, Cranfield, UK Abstract Purpose -The purpose of this paper is to examine the determinants of users' simulated experience in a virtual store and to show the subsequent impact of that experience on engagement. The outcome of that engagement is examined in relation to enjoyment, satisfaction and purchase intentions. Design/methodology/approach -The method comprised an experiment comparing users' perceptions of a standard 2D online clothing store with an enhanced, immersive one that aimed to provide shopping value approaching that of a traditional store by using a 3D experience where participants wore special glasses and a data glove. Findings -Results demonstrate the major role of telepresence components in simulated experience and the critical role of that experience, along with hedonic and utilitarian values, in engagement. Purchase intention is influenced by satisfaction, which is in turn influenced by enjoyment and engagement. Engagement in turn is influenced by utilitarian and hedonic value and the experience of product simulation or telepresence, which is composed of control, colour and graphics vividness, and 3D authenticity. In the immersive, 3D environment, experience is more associated with engagement and enjoyment, leading to greater purchase intention. The immersive, 3D environment, thus, has the potential to rival traditional shopping in terms of experience, resulting in higher sales for retailers and satisfaction for consumers. Originality/value -This work has evaluated a robust model of purchase intention and demonstrated it to hold not only in a 3D environment on a conventional computer platform, but also in an immersive one, where participants wear special glasses and a data glove. Keywords Simulation, Online shopping, E-commerce (B2B/B2C/B2G/G2C), Virtual world The current issue and full text archive of this journal is available on Emerald Insight at: www.emeraldinsight.com/0959-3845.htm 1. Introduction Traditional store retailers have long used retail "atmos...

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mentioning

confidence: 99%

To immerse or not? Experimenting with two virtual retail environments

Papagiannidis

Pantano

See-To

et al. 2017

ITP

121

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“…Past studies have argued that two of the most critical challenges faced by contemporary online retailers are para-social presence (i.e., the 'distance' between customers and retailers) and product presentation (e.g., Jiang and Benbasat, 2004). The current study examines how retailers implement content and customer service management features on their websites to overcome the difficulties of product presentation and para-social presence.…”

Section: Discussion and Concluding Remarksmentioning

confidence: 98%

“…With ever-increasing competition, retailers need to maintain a productive relationship with their customers. The para-social distance and lack of face-to-face interaction are often mentioned as major shortcomings for delivering customer service in the online environment (e.g., Jiang and Benbasat, 2004). However, retailers can mitigate this problem through the use of online features such as live chat and social networking tools.…”

Section: Discussion and Concluding Remarksmentioning

confidence: 99%

“…According to past studies (e.g., Jiang and Benbasat, 2004;Kumar and Benbasat, 2002;Jarvenpaa and Todd, 1996), para-social presence (i.e., the 'distance' between customers and retailers) and product presentation are among the most critical obstacles that online retailers need to overcome in order to build a long-term relationship with their customers. In order to deal with these two issues, some online retailers have invested in implementing content management (CM) systems on their websites to enhance product presentation.…”

Section: Introductionmentioning

confidence: 99%

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The Effect of Customer Service and Content Management on Online Retail Sales Performance: The Mediating Role of Customer Satisfaction

Ayanso¹,

Lertwachara²,

Thongpapanl³

2011

THCI

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AIS Transactions on Human-Computer InteractionAnteneh Ayanso Brock University aayanso@brocku.ca Kaveepan LertwacharaCalifornia Polytechnic State University klertwac@calpoly.edu Narongsak ThongpapanlBrock University nthongpa@brocku.ca This paper analyzes the mediating role of customer satisfaction by studying the relationship between IT-enabled customer service and content management efforts and online sales performance. Using data on the top performing Web retailers in the U.S. based on their online annual sales, we show that the extent of retailers' efforts in online customer service and content management is positively linked to customer satisfaction, which in turn is positively related to the retailers' online sales performance. In addition to directly increasing the revenue, our results indicate that customer service and content management features can also indirectly improve the retailers' financial performance. Specifically, customer service management impacts the sales performance via the average ticket amount, while content management affects the sales via the repeat visit.

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“…customers can see not only a 3-D image of a product, but can also examine it by zooming in and out and manipulating the images (Chen et al, 2008, Ha, 2002, Jiang & Benbasat, 2005. ascertain their quality level (Girard et al, 2002).…”

Section: Virtual Product Experiencementioning

confidence: 99%

Can Online Decision Aids Support Non-Cognitive Web Shopping Approaches?

Vachon¹

2011

IJBM

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This article investigates two research questions concerning web shopping tools. The first asks how online decision aids can support a consumer's non-cognitive decision processes. The second asks how these tools support non-cognitive online shopping for products of different categories. To answer these questions, the author conducted a thorough literature review in the fields of management information systems, e-commerce and consumer behaviour. The results show that e-shoppers may adopt several non-cognitive decision-making approaches. Not one tool is sufficient to support all of these, but web stores should offer a selection of decision aids to satisfy their customers' needs. These tools need to be adapted as well to the categories of products offered in each web store.

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Virtual Product Experience: Effects of Visual and Functional Control of Products on Perceived Diagnosticity and Flow in Electronic Shopping

Cited by 107 publications

References 68 publications

To immerse or not? Experimenting with two virtual retail environments

To immerse or not? Experimenting with two virtual retail environments

The Effect of Customer Service and Content Management on Online Retail Sales Performance: The Mediating Role of Customer Satisfaction

Can Online Decision Aids Support Non-Cognitive Web Shopping Approaches?

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