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 editorsNyrhinen, Jussi; Kemppainen, Tiina; Grénman, Miia; Frank, Lauri; Makkonen, Markus; Wilska, Terhi-Anna

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

Parent publication editorsThemistocleous, Marinos; Papadaki, Maria

Place and date of conferenceVirtual Event8.-9.12.2021

ISBN978-3-030-95946-3

eISBN978-3-030-95947-0

Journal or seriesLecture Notes in Business Information Processing

ISSN1865-1348

eISSN1865-1356

Publication year2022

Number in series437

Pages range376-383

Number of pages in the book768

PublisherSpringer

Place of PublicationCham

Publication countrySwitzerland

Publication languageEnglish

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

Publication open accessNot 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.


Keywordselectronic commercecustomer experiencecustomer informationcustomer loyaltyservice design

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


Contributing organizations


Ministry reportingYes

Reporting Year2022

JUFO rating1


Last updated on 2024-30-04 at 19:35