Online customer experience in e-retailing: an empirical model of antecedents and outcomes

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, Clark, M., Samouel, P. and Hair, N. (2012) Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88 (2). pp. 308-322. ISSN 0022-4359 doi: 10.1016/j.jretai.2012.03.001

Abstract/Summary

The theoretical understanding of online shopping behavior has received much attention. Less focus has been given to the formation of the customer experience (CE) that results from online shopper interactions with e-retailers. This study develops and empirically tests a model of the relationship between antecedents and outcomes of online customer experience (OCE) within Internet shopping websites using an international sample. The study identifies and provides operational measures of these variables plus the cognitive and affective components of OCE. The paper makes contributions towards new knowledge and understanding of how e-

Item Type	Article
URI	https://reading-clone.eprints-hosting.org/id/eprint/27790
Item Type	Article
Refereed	Yes
Divisions	Henley Business School > Digitalisation, Marketing and Entrepreneurship
Uncontrolled Keywords	E-retailing; Online customer experience; Trust; Satisfaction; Repurchase intention; Structural equation modeling
Publisher	Elsevier
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