A3 Book section, Chapters in research books
Customer Experience Formation in Online Shopping : Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store (2021)
Kemppainen, T., Makkonen, M., & Frank, L. (2021). Customer Experience Formation in Online Shopping : Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store. In C. Metallo, M. Ferrara, A. Lazazzara, & S. Za (Eds.), Digital Transformation and Human Behavior : Innovation for People and Organisations (pp. 173-190). Springer. Lecture Notes in Information Systems and Organisation, 37. https://doi.org/10.1007/978-3-030-47539-0_13
JYU authors or editors
Publication details
All authors or editors: Kemppainen, Tiina; Makkonen, Markus; Frank, Lauri
Parent publication: Digital Transformation and Human Behavior : Innovation for People and Organisations
Parent publication editors: Metallo, Concetta; Ferrara, Maria; Lazazzara, Alessandra; Za, Stefano
ISBN: 978-3-030-47538-3
eISBN: 978-3-030-47539-0
Journal or series: Lecture Notes in Information Systems and Organisation
ISSN: 2195-4968
eISSN: 2195-4976
Publication year: 2021
Publication date: 03/11/2020
Number in series: 37
Pages range: 173-190
Number of pages in the book: 370
Publisher: Springer
Place of Publication: Cham
Publication country: Switzerland
Publication language: English
DOI: https://doi.org/10.1007/978-3-030-47539-0_13
Publication open access: Not open
Publication channel open access:
Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/78686
Additional information: The content of the book is based on a selection of the best papers (original double-blind peer-reviewed contributions) presented at the annual conference of the Italian chapter of AIS which took place in Naples, Italy, in September 2019.
Abstract
This study explores customer experience formation in an online shopping context by investigating the causes of customers’ positive and negative emotions during their visit to an online store. Survey data collected from 1786 Finnish online customers was used to identify individuals who experienced strong positive (N = 138) or negative emotions (N = 215) during their visit. The causes of negative and positive emotions were studied by analyzing customers’ open-ended, written explanations attributed to their emotions. Attribution theory is utilized to explain how individuals make sense of their emotions. The findings show that customers offer various explanations for the emotions evoked during a visit to an online store. Three main themes were identified with respect to the causes of such emotions and related to: (1) the online store, (2) the socio-material environment, and, (3) the customer her/himself. Customers generally blame the online store for negative emotions, whereas positive emotions are mostly associated with oneself and one’s success as a consumer. Both negative and positive emotions are to some extent explained by the sociomaterial environment. The findings demonstrate the complexity of customer experience formation. Further investigation of the topic is therefore warranted.
Keywords: customer experience; electronic commerce; emotions; attribution theory
Free keywords: customer experience; e-commerce; online consumption; emotions; attribution theory
Contributing organizations
Ministry reporting: Yes
Reporting Year: 2021
JUFO rating: 1