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 toimittajat: Kemppainen, Tiina; Frank, Lauri

Emojulkaisu: BIS 2019 : Business Information Systems Workshops, Revised Papers

Emojulkaisun toimittajat: Abramowicz, Witold; Corchuelo, Rafael

Konferenssin paikka ja aika: Seville, Spain, 26.-28.6.2019

ISBN: 978-3-030-36690-2

eISBN: 978-3-030-36691-9

Lehti tai sarja: Lecture Notes in Business Information Processing

ISSN: 1865-1348

eISSN: 1865-1356

Julkaisuvuosi: 2019

Sarjan numero: 373

Artikkelin sivunumerot: 325-338

Kirjan kokonaissivumäärä: 698

Kustantaja: Springer

Kustannuspaikka: Cham

Julkaisumaa: Sveitsi

Julkaisun kieli: englanti

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

Julkaisun avoin saatavuus: Ei 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-asiasanat: asiakaskokemus; shoppailu; verkkokauppa; palvelumuotoilu

Vapaat asiasanat: negative customer experience; customer journey; touchpoints; online shopping; e-commerce; service design


Liittyvät organisaatiot


OKM-raportointi: Kyllä

Raportointivuosi: 2019

JUFO-taso: 1


Viimeisin päivitys 2021-10-06 klo 16:25