Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes

Susan Rose, Moira Clark, Phillip Samouel and Neil Hair

Journal of Retailing, 2012, vol. 88, issue 2, 308-322

Abstract: 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-retailers can provide effective online experiences for customers.

Keywords: E-retailing; Online customer experience; Trust; Satisfaction; Repurchase intention; Structural equation modeling (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (148)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0022435912000243
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jouret:v:88:y:2012:i:2:p:308-322

DOI: 10.1016/j.jretai.2012.03.001

Access Statistics for this article

Journal of Retailing is currently edited by A. Roggeveen

More articles in Journal of Retailing from Elsevier
Bibliographic data for series maintained by Catherine Liu ().