A4 Artikkeli konferenssijulkaisussa
Exploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters? (2019)

Kemppainen, T., Makkonen, M., & Frank, L. (2019). Exploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters?. In A. Pucihar, M. Kljajic Borstnar, R. Bons, J. Seitz, H. Cripps, & D. Vidmar (Eds.), 32nd Bled eConference : Humanizing Technology for a Sustainable Society (pp. 655-675). University of Maribor. https://doi.org/10.18690/978-961-286-280-0.35

JYU-tekijät tai -toimittajat

Kemppainen, Tiina
Makkonen, Markus
Frank, Lauri

Julkaisun tiedot

Julkaisun kaikki tekijät tai toimittajat: Kemppainen, Tiina; Makkonen, Markus; Frank, Lauri

Emojulkaisu: 32nd Bled eConference : Humanizing Technology for a Sustainable Society

Emojulkaisun toimittajat: Pucihar, Andreja; Kljajic Borstnar, Mirjana; Bons, Roger; Seitz, Juergen; Cripps, Helen; Vidmar, Doroteja

Konferenssi:

Konferenssin paikka ja aika: Bled, Slovenia, 16.-19.6.2019

eISBN: 978-961-286-280-0

Julkaisuvuosi: 2019

Artikkelin sivunumerot: 655-675

Kirjan kokonaissivumäärä: 1244

Kustantaja: University of Maribor

Kustannuspaikka: Maribor

Julkaisumaa: Slovenia

Julkaisun kieli: englanti

DOI: https://doi.org/10.18690/978-961-286-280-0.35

Pysyvä verkko-osoite: http://press.um.si/index.php/ump/catalog/book/418

Julkaisun avoin saatavuus: Muulla tavalla avoin

Julkaisukanavan avoin saatavuus: 

Julkaisu on rinnakkaistallennettu (JYX): https://jyx.jyu.fi/handle/123456789/65362

Tiivistelmä

We investigated online customer experience formation by using customers’ own explanations of their negative emotions during their online shopping encounters. Survey data from 1,786 Finnish online shoppers were used to identify customers who experienced strong negative emotions during online shopping encounters (N = 215) and the causes of their negative emotions were then analyzed in depth from their written descriptions. Our findings indicated that customers attributed most of their negative emotions to online store characteristics, including user interface, product and service range, pricing, and trustworthiness; however, some negative emotions were also attributable to factors outside of the online store’s control, including individual consumption habits and financial constraints, ecological issues, and family concerns. Our findings demonstrate the multidimensionality of customer experience and highlight the importance of better understanding the different factors that can influence the customer experience.

YSO-asiasanat: verkkokauppa; asiakaskokemus; tunteet

Vapaat asiasanat: online customer experience; e-commerce; online shopping; online shopping encounter; emotions; attribution theory; qualitative study

Liittyvät organisaatiot

Hankkeet, joissa julkaisu on tehty

OKM-raportointi: Kyllä

Raportointivuosi: 2019

JUFO-taso: 1