That׳s different! How consumers respond to retail website change

Jeremy Ainsworth and Paul W. Ballantine

Journal of Retailing and Consumer Services, 2014, vol. 21, issue 5, 764-772

Abstract: Change is an inevitability faced by retail managers with regard to their online presence, yet the impact of retail website change on consumers remains unknown. In this study, two types of retail website change are distinguished – task-relevant and non-task-relevant – and their impact on consumer emotion is examined. Results from an online experiment suggest that consumers’ perceptions of both types of change have distinct impacts on their emotional responses, although the effects differ between the types of change. Moreover, previous experience with the website is shown to have a key moderating role in the response to change.

Keywords: Change; Consumer behaviour; Emotion; Online retailing; Website design (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (7)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:21:y:2014:i:5:p:764-772

DOI: 10.1016/j.jretconser.2014.06.003

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