A4 Artikkeli konferenssijulkaisussa
How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys (2019)


Kemppainen, T., & Frank, L. (2019). How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys. In W. Abramowicz, & R. Corchuelo (Eds.), BIS 2019 : Business Information Systems Workshops, Revised Papers (pp. 325-338). Springer. Lecture Notes in Business Information Processing, 373. https://doi.org/10.1007/978-3-030-36691-9_28


JYU-tekijät tai -toimittajat


Julkaisun tiedot

Julkaisun kaikki tekijät tai toimittajatKemppainen, Tiina; Frank, Lauri

EmojulkaisuBIS 2019 : Business Information Systems Workshops, Revised Papers

Emojulkaisun toimittajatAbramowicz, Witold; Corchuelo, Rafael

Konferenssin paikka ja aikaSeville, Spain26.-28.6.2019

ISBN978-3-030-36690-2

eISBN978-3-030-36691-9

Lehti tai sarjaLecture Notes in Business Information Processing

ISSN1865-1348

eISSN1865-1356

Julkaisuvuosi2019

Sarjan numero373

Artikkelin sivunumerot325-338

Kirjan kokonaissivumäärä698

KustantajaSpringer

KustannuspaikkaCham

JulkaisumaaSveitsi

Julkaisun kielienglanti

DOIhttps://doi.org/10.1007/978-3-030-36691-9_28

Julkaisun avoin saatavuusEi avoin

Julkaisukanavan avoin saatavuus

Julkaisu on rinnakkaistallennettu (JYX)https://jyx.jyu.fi/handle/123456789/67262


Tiivistelmä

This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 subthemes describing the touchpoints and formation of customers’ negative experiences were identified therein. The findings highlight the importance of understanding the holistic customer experience formation, including the before- and after-purchase phases of the online shopping journey. In practice, the findings can be utilized in online service design and improvement.


YSO-asiasanatasiakaskokemusshoppailuverkkokauppapalvelumuotoilu

Vapaat asiasanatnegative customer experience; customer journey; touchpoints; online shopping; e-commerce; service design


Liittyvät organisaatiot


OKM-raportointiKyllä

Raportointivuosi2019

JUFO-taso1


Viimeisin päivitys 2024-08-01 klo 16:06