A4 Artikkeli konferenssijulkaisussa
Positive Online Customer Experience as an Antecedent of the Willingness to Share Information with an E-Commerce Retailer (2022)
Nyrhinen, J., Kemppainen, T., Grénman, M., Frank, L., Makkonen, M., & Wilska, T.-A. (2022). Positive Online Customer Experience as an Antecedent of the Willingness to Share Information with an E-Commerce Retailer. In M. Themistocleous, & M. Papadaki (Eds.), EMCIS 2021 : 18th European, Mediterranean, and Middle Eastern Conference on Information Systems, Proceedings (pp. 376-383). Springer. Lecture Notes in Business Information Processing, 437. https://doi.org/10.1007/978-3-030-95947-0_26
JYU-tekijät tai -toimittajat
Julkaisun tiedot
Julkaisun kaikki tekijät tai toimittajat: Nyrhinen, Jussi; Kemppainen, Tiina; Grénman, Miia; Frank, Lauri; Makkonen, Markus; Wilska, Terhi-Anna
Emojulkaisu: EMCIS 2021 : 18th European, Mediterranean, and Middle Eastern Conference on Information Systems, Proceedings
Emojulkaisun toimittajat: Themistocleous, Marinos; Papadaki, Maria
Konferenssin paikka ja aika: Virtual Event, 8.-9.12.2021
ISBN: 978-3-030-95946-3
eISBN: 978-3-030-95947-0
Lehti tai sarja: Lecture Notes in Business Information Processing
ISSN: 1865-1348
eISSN: 1865-1356
Julkaisuvuosi: 2022
Sarjan numero: 437
Artikkelin sivunumerot: 376-383
Kirjan kokonaissivumäärä: 768
Kustantaja: Springer
Kustannuspaikka: Cham
Julkaisumaa: Sveitsi
Julkaisun kieli: englanti
DOI: https://doi.org/10.1007/978-3-030-95947-0_26
Julkaisun avoin saatavuus: Ei avoin
Julkaisukanavan avoin saatavuus:
Tiivistelmä
This paper examines how a positive online customer experience (OCE) can lead customers to consent retailers to collect their personal data and to receive personalized services in exchange. The paper addresses a gap in literature by acknowledging the customer’s perspective while most of the prior literature has overemphasized the benefits of customer data for the firm. The aim of this paper is to provide a literature review to inform understanding of the antecedents and consequences of the willingness to share information (WSI). The paper offers four important contributions for both academics and practitioners. First, it adds to understanding of the importance of OCE and WSI for customer loyalty in e-commerce. Second, the paper examines the e-store antecedents of WSI by drawing on existing literature. Third, it proposes the potential consequences of WSI and constructs a conceptual framework for future testing. Finally, the paper proposes managerial implications.
YSO-asiasanat: verkkokauppa; asiakaskokemus; asiakastiedot; asiakasuskollisuus; palvelumuotoilu
Vapaat asiasanat: online commerce; online customer experience; servicescape; share of wallet; willingness to share information
Liittyvät organisaatiot
OKM-raportointi: Kyllä
Raportointivuosi: 2022
JUFO-taso: 1