Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes

被引：592
|
作者：
Rose, Susan [1 ]
Clark, Moira [1 ]
Samouel, Phillip [2 ]
Hair, Neil [3 ]
机构：
[1] Univ Reading, Henley Business Sch, Henley On Thames RG9 3AU, Oxon, England
[2] Kingston Univ, Kingston Business Sch, Kingston Upon Thames KT2 7LB, Surrey, England
[3] Rochester Inst Technol, E Philip Saunders Coll Business, Rochester, NY 14623 USA
来源：
JOURNAL OF RETAILING | 2012年 / 88卷 / 02期
关键词：
E-retailing; Online customer experience; Trust; Satisfaction; Repurchase intention; Structural equation modeling; VIRTUAL COMMUNITIES; NONRESPONSE BIAS; SATISFACTION; INTERNET; FLOW; TRUST; COMMERCE; BEHAVIOR; ENVIRONMENT; CONSUMERS;
D O I：
10.1016/j.jretai.2012.03.001
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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-retailers can provide effective online experiences for customers. (C) 2012 Published by Elsevier Inc on behalf of New York University.
引用
收藏
页码：308 / 322
页数：15
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