期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 25, 期 -, 页码 81-95出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2015.03.008
关键词
Online customer experience; Perceived risk; Trust; Purchasing frequency; e-retailing
类别
This research examines the important emerging area of online customer experience (OCE) using data collected from an online survey of frequent and infrequent online shoppers. The study examines a model of antecedents for cognitive and affective experiential states and their influence on outcomes, such as online shopping satisfaction and repurchase intentions. The model also examines the relationships between perceived risk, trust, satisfaction and repurchase intentions. Theoretically, the study provides a broader understanding of OCE, through insights into two shopper segments identified as being important in e-retailing. For managers, the study highlights areas of OCE and their implications for ongoing management of the online channel. (C) 2015 Elsevier Ltd. All rights reserved,
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据