Customer Experience Formation in Online Shopping : Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store
Publiceringsår
2021
Upphovspersoner
Kemppainen, Tiina; Makkonen, Markus; Frank, Lauri
Abstrakt
This study explores customer experience formation in an online shopping context by investigating the causes of customers’ positive and negative emotions during their visit to an online store. Survey data collected from 1786 Finnish online customers was used to identify individuals who experienced strong positive (N = 138) or negative emotions (N = 215) during their visit. The causes of negative and positive emotions were studied by analyzing customers’ open-ended, written explanations attributed to their emotions. Attribution theory is utilized to explain how individuals make sense of their emotions. The findings show that customers offer various explanations for the emotions evoked during a visit to an online store. Three main themes were identified with respect to the causes of such emotions and related to: (1) the online store, (2) the socio-material environment, and, (3) the customer her/himself. Customers generally blame the online store for negative emotions, whereas positive emotions are mostly associated with oneself and one’s success as a consumer. Both negative and positive emotions are to some extent explained by the sociomaterial environment. The findings demonstrate the complexity of customer experience formation. Further investigation of the topic is therefore warranted.
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Publikationstyp
Publikationsform
Artikel
Moderpublikationens typ
Samlingsverk
Artikelstyp
Annan artikel
Målgrupp
VetenskapligKollegialt utvärderad
Kollegialt utvärderadUKM:s publikationstyp
A3 Del av bok eller annat samlingsverkPublikationskanalens uppgifter
Moderpublikationens namn
Digital Transformation and Human Behavior : Innovation for People and Organisations
Moderpublikationens redaktörer
Metallo, Concetta; Ferrara, Maria; Lazazzara, Alessandra; Za, Stefano
Förläggare
Sidor
173-190
ISSN
ISBN
Publikationsforum
Publikationsforumsnivå
1
Öppen tillgång
Öppen tillgänglighet i förläggarens tjänst
Nej
Parallellsparad
Ja
Övriga uppgifter
Vetenskapsområden
Data- och informationsvetenskap; Företagsekonomi
Nyckelord
[object Object],[object Object],[object Object],[object Object]
Publiceringsland
Schweiz
Förlagets internationalitet
Internationell
Språk
engelska
Internationell sampublikation
Nej
Sampublikation med ett företag
Nej
DOI
10.1007/978-3-030-47539-0_13
Publikationen ingår i undervisnings- och kulturministeriets datainsamling
Ja