Re-examining online customer experience to include purchase frequency and perceived risk

Martin, Jillian; Mortimer, Gary; Andrews, Lynda

doi:10.1016/j.jretconser.2015.03.008

Cited by 247 publications

(280 citation statements)

References 75 publications

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“…Customer experience is based on a tangible and sensorial experience, staff aspect, aesthetic perception, and location Martin, Mortimer, and Andrews (2015) Antecedents for cognitive and affective experiential states and their influence on outcomes such as online shopping perceived risk, trust satisfaction, and repurchase intentions Homburg, Jozić, and Kuehnl (2015) Online retailers can focus on cognitive aspects (e.g., website Navigation, functionality, and connectedness) and affective aspects (e.g., website aesthetics, 3-D product presentation, and customization) of the online shopping website in providing holistic online experiences Harwood and Garry (2015) Customer experience management as one of the most promising marketing approaches in consumer industries Sekaran and Bougie (2016) Higher levels of customer role readiness, technologization, and connectivity positively affect different co-creation experience dimensions…”

Section: Prior Studies On Customer Experience References Key Pointsmentioning

confidence: 99%

Model of Customer Experience and Purchase Intention in Online Environment

Maitlo

Jugwani

Gilal

2017

SIJMB

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______________________________________________________________ AbstractThe online purchase intention is very critical and fascinating in today's eenvironment. It has direct involvement in customer decision making in terms of purchase. Thus, corporations use various marketing tools to seize customer attention for product purchase decision. This study provides the model of customer experience and purchase intention in e-environment. A total of 326 internet users were requested to provide the data through distributed questionnaire using non-probability econvenience sampling technique. Further, Analysis of Moment Structure was employed and Structural Equation Model was used to measure the model of customer experience and online purchase intention with customer experience sub-dimension i.e. online hedonic elements, online aesthetics and online functional elements. The result of the study clearly indicates that customer with tremendous experience tends to purchase frequently in an online environment. In other words, customer online experience is directly proportional to purchase intention. Hence, increase in online customer experience will increase purchase intention.

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Section: Prior Studies On Customer Experience References Key Pointsmentioning

confidence: 99%

Model of Customer Experience and Purchase Intention in Online Environment

Maitlo

Jugwani

Gilal

2017

SIJMB

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“…Customer's perceived risk is important in the evaluation process of decision making and taking the risk of choosing a particular brand or paying for a product or service (Conchar et al, 2004). Moreover, previous studies found that perceived risk has high impact on the customer's satisfaction judgment (Habel & Klarmann, 2014;Martin et al, 2015;Yongchang et al, 2011) …”

Section: Customer Satisfactionmentioning

confidence: 99%

The Relationship of Customer Perceived Risk and Customer Satisfaction

Ghotbabadi¹,

Feiz²,

Baharun³

2016

MJSS

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“…Martin et al [64] highlight the importance of establishing trust and satisfaction in online shopping to reduce perceived risks, particularly amongst infrequent users. They also recommend two e-retail strategies: (a) develop risk reduction strategies, such as improving conflict handling processes, and (b) target satisfaction building activities built into the site to positively influence affective experience states, e.g., ease-of-use, personalisation/customisation, connectedness, aesthetics, and improving perceived benefits.…”

Section: Perception Of Riskmentioning

confidence: 99%

A Trust Framework for Online Research Data Services

2017

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Abstract:There is worldwide interest in the potential of open science to increase the quality, impact, and benefits of science and research. More recently, attention has been focused on aspects such as transparency, quality, and provenance, particularly in regard to data. For industry, citizens, and other researchers to participate in the open science agenda, further work needs to be undertaken to establish trust in research environments. Based on a critical review of the literature, this paper examines the issue of trust in an open science environment, using virtual laboratories as the focus for discussion. A trust framework, which has been developed from an end-user perspective, is proposed as a model for addressing relevant issues within online research data services and tools.

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Re-examining online customer experience to include purchase frequency and perceived risk

Cited by 247 publications

References 75 publications

Model of Customer Experience and Purchase Intention in Online Environment

Model of Customer Experience and Purchase Intention in Online Environment

The Relationship of Customer Perceived Risk and Customer Satisfaction

A Trust Framework for Online Research Data Services

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