A4 Article in conference proceedings
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 authors or editors

Publication details

All authors or editors: Nyrhinen, Jussi; Kemppainen, Tiina; Grénman, Miia; Frank, Lauri; Makkonen, Markus; Wilska, Terhi-Anna

Parent publication: EMCIS 2021 : 18th European, Mediterranean, and Middle Eastern Conference on Information Systems, Proceedings

Parent publication editors: Themistocleous, Marinos; Papadaki, Maria

Place and date of conference: Virtual Event, 8.-9.12.2021

ISBN: 978-3-030-95946-3

eISBN: 978-3-030-95947-0

Journal or series: Lecture Notes in Business Information Processing

ISSN: 1865-1348

eISSN: 1865-1356

Publication year: 2022

Number in series: 437

Pages range: 376-383

Number of pages in the book: 768

Publisher: Springer

Place of Publication: Cham

Publication country: Switzerland

Publication language: English

DOI: https://doi.org/10.1007/978-3-030-95947-0_26

Publication open access: Not open

Publication channel open access:

Abstract

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.

Keywords: electronic commerce; customer experience; customer information; customer loyalty; service design

Free keywords: online commerce; online customer experience; servicescape; share of wallet; willingness to share information

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2022

Preliminary JUFO rating: 1