4.7 Article

Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation

Related references

Note: Only part of the references are listed.
Review Business

Augmented reality in online retailing: a systematic review and research agenda

Harish Kumar

Summary: This paper reviews the literature on the application of augmented reality (AR) in online retailing, identifying the influence of AR characteristics on customer behavior and proposing future research directions.

INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT (2022)

Article Business

Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation

Kumari Anshu et al.

Summary: The study presents a model framework and explores the relationship between online groceries retailing, user experience, and attitude. Convenience, recovery, and delivery experience were found to significantly impact attitude, while the concept of value co-creation also influenced this relationship.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2022)

Article Business

How to strategically choose or combine augmented and virtual reality for improved online experiential retailing

Tim Hilken et al.

Summary: AR and VR have different advantages in the retail sector, with AR being more effective in stimulating purchase intentions and VR being better suited for improving brand attitudes. Combining AR and VR can enhance purchase intentions and brand attitudes, but the sequence of deployment is crucial, with AR followed by VR yielding better results.

PSYCHOLOGY & MARKETING (2022)

Article Agricultural Economics & Policy

Examining Food Purchase Behavior and Food Values During the COVID-19 PandemicJEL codes

Brenna Ellison et al.

Summary: The COVID-19 pandemic has led to changes in food purchasing decisions globally. A study of 1,370 U.S. households conducted during the pandemic revealed decreased spending on dining out, increased online shopping, and the importance of price and nutrition fluctuating as households made trade-offs during the crisis.

APPLIED ECONOMIC PERSPECTIVES AND POLICY (2021)

Article Multidisciplinary Sciences

The role of customer experience in the effect of online flow state on customer loyalty

Adnan Veysel Ertemel et al.

Summary: This study conducted a survey on 538 Turkish university students and found that online flow state can indirectly influence customer satisfaction and loyalty through customer experience. These findings partly align with existing literature.

PLOS ONE (2021)

Article Business

Crafting the customer experience in omnichannel contexts: The role of channel integration

Wei Gao et al.

Summary: This study found that integrated efforts in promotion, product and price, and transaction information have a greater impact on enhancing cognitive customer experience, while integrated customer service has a stronger effect on affective customer experience. Additionally, integrated information access and order fulfillment do not significantly differ in their contributions to cognitive and affective customer experiences.

JOURNAL OF BUSINESS RESEARCH (2021)

Article Business

A meta-analysis of customer engagement behaviour

Mojtaba Barari et al.

Summary: Customer engagement behaviour has been identified as an important concept in marketing, with this study revealing two pathways of engagement and discussing the impact of various factors on engagement. The results support the link between attitudinal and behavioural engagement with loyalty and firm performance. The study offers recommendations for marketers to manage their customer engagement process more effectively.

INTERNATIONAL JOURNAL OF CONSUMER STUDIES (2021)

Article Business

Antecedents and consequences of virtual customer co-creation behaviours

Marta Frasquet-Deltoro et al.

INTERNET RESEARCH (2019)

Article Business

Engaging customers through online and offline referral reward programs

Jochen Wirtz et al.

EUROPEAN JOURNAL OF MARKETING (2019)

Article Business

Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value

Sander F. M. Beckers et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2018)

Article Business

How to measure post-purchase customer experience in online retailing? A scale development study

Amresh Kumar et al.

INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT (2017)

Article Green & Sustainable Science & Technology

Linking green skepticism to green purchase behavior

See Kwong Goh et al.

JOURNAL OF CLEANER PRODUCTION (2016)

Article Business

Value co-creation: concept and measurement

Kumar Rakesh Ranjan et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2016)

Article Management

Towards a unified customer experience in online shopping environments Antecedents and outcomes

Anil Bilgihan et al.

INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES (2016)

Article Business

An experiential model of consumer engagement in social media

Wondwesen Tafesse

JOURNAL OF PRODUCT AND BRAND MANAGEMENT (2016)

Article Business

Understanding Customer Experience Throughout the Customer Journey

Katherine N. Lemon et al.

JOURNAL OF MARKETING (2016)

Article Management

Enhancing customer relationships with retail service brands The role of customer engagement

Kevin Kam Fung So et al.

JOURNAL OF SERVICE MANAGEMENT (2016)

Article Business

Customer co-creation in B2C e-commerce: does it lead to better new products?

L. G. Pee

ELECTRONIC COMMERCE RESEARCH (2016)

Article Business

Competitive Advantage Through Engagement

V. Kumar et al.

JOURNAL OF MARKETING RESEARCH (2016)

Article Business

Exploring the link between customer experience-loyalty-consumer spend

Mala Srivastava et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2016)

Article Business

The impact of choice on co-produced customer value creation and satisfaction

Jason Flores et al.

JOURNAL OF CONSUMER MARKETING (2015)

Article Psychology, Social

Encounters in an Online Brand Community: Development and Validation of a Metric for Value Co-Creation by Customers

Pei-Ling Hsieh

CYBERPSYCHOLOGY BEHAVIOR AND SOCIAL NETWORKING (2015)

Article Management

Measurement and impact of customer experience in banking sector

Hardeep Chahal et al.

DECISION (2015)

Article Business

A GENERALIZED MULTIDIMENSIONAL SCALE FOR MEASURING CUSTOMER ENGAGEMENT

Shiri Vivek et al.

JOURNAL OF MARKETING THEORY AND PRACTICE (2014)

Article Business

Influences of co-creation on brand experience The role of brand engagement

Herbjorn Nysveen et al.

INTERNATIONAL JOURNAL OF MARKET RESEARCH (2014)

Article Environmental Studies

Social interactions and intentions to revisit for agritourism service encounters

Hyungsuk Choo et al.

TOURISM MANAGEMENT (2014)

Article Business

Beyond technology acceptance: Brand relationships and online brand experience

Anna Morgan-Thomas et al.

JOURNAL OF BUSINESS RESEARCH (2013)

Article Business

Consumer engagement in a virtual brand community: An exploratory analysis

Roderick J. Brodie et al.

JOURNAL OF BUSINESS RESEARCH (2013)

Article Business

Towards a better measure of customer experience

Philipp 'Phil' Klaus et al.

INTERNATIONAL JOURNAL OF MARKET RESEARCH (2013)

Article Business

The impact of mood on customer behavior: Staff mood and environmental factors

Adrian Furnham et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2013)

Article Information Science & Library Science

Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters

Ofir Turel et al.

INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT (2013)

Article Management

Customer engagement in a Facebook brand community

Johanna Gummerus et al.

MANAGEMENT RESEARCH REVIEW (2012)

Article Business

Customer engagement, buyer-seller relationships, and social media

C. M. Sashi

MANAGEMENT DECISION (2012)

Article Business

Co-production and its effects on service innovation

Ja-Shen Chen et al.

INDUSTRIAL MARKETING MANAGEMENT (2011)

Article Business

Customer Engagement Behavior: Theoretical Foundations and Research Directions

Jenny van Doorn et al.

JOURNAL OF SERVICE RESEARCH (2010)

Article Business

The mediating effects of perception and emotion: Digital signage in mall atmospherics

Charles Dennis et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2010)

Article Business

Using the brand experience scale to profile consumers and predict consumer behaviour

Lia Zarantonello et al.

JOURNAL OF BRAND MANAGEMENT (2010)

Article Business

The impact of customer experience on brand equity in a business-to-business services setting

Galina Biedenbach et al.

JOURNAL OF BRAND MANAGEMENT (2010)

Article Business

Customer Involvement in New Service Development: An Examination of Antecedents and Outcomes

Pilar Carbonell et al.

JOURNAL OF PRODUCT INNOVATION MANAGEMENT (2009)

Article Business

The effects of customer participation in co-created service recovery

Beibei Dong et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2008)

Article Business

Co-production and customer loyalty in financial services

Seigyoung Auh et al.

JOURNAL OF RETAILING (2007)

Article Business

Putting your best face forward: The impact of customer mood on salesperson evaluation

NM Puccinelli

JOURNAL OF CONSUMER PSYCHOLOGY (2006)

Article Management

The use of multi-attribute utility theory to determine the overall best-in-class performer in a benchmarking study

Terry R. Collins et al.

BENCHMARKING-AN INTERNATIONAL JOURNAL (2006)

Article Information Science & Library Science

Predicting online grocery buying intention: a comparison of the theory of reasoned action and the theory of planned behavior

T Hansen et al.

INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT (2004)

Article Management

The impact of interpersonal realtionships on customer satisfaction and loyalty to the service provider

P Guenzi et al.

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT (2004)

Article Business

Service quality delivery through Web sites: A critical review of extant knowledge

VA Zeithaml et al.

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE (2002)

Article Management

Service recovery: a framework and empirical investigation

JL Miller et al.

JOURNAL OF OPERATIONS MANAGEMENT (2000)