Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes
Journal of RetailingPublished 12 April 2012
Susan Rose, Moira Clark, Phillip Samouel, Neil Hair
Citations1,069
SJR quartileQ1
SJR score4.20
SNIP2.97
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This study develops and empirically tests a model of the relationship between antecedents and outcomes of online customer experience (OCE) within Internet shopping websites using an international sample.
Abstract
The theoretical understanding of online shopping behavior has received much attention. Less focus has been given to the formation of the customer experience (CE) that results from online shopper interactions with e-retailers. This study develops and empirically tests a model of the relationship between antecedents and outcomes of online customer experience (OCE) within Internet shopping websites using an international sample. The study identifies and provides operational measures of these variables plus the cognitive and affective components of OCE. The paper makes contributions towards new knowledge and understanding of how e-
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