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Re-examining online customer experience to include purchase frequency and perceived risk

Jillian Martin, Gary Mortimer and Lynda Andrews

Journal of Retailing and Consumer Services, 2015, vol. 25, issue C, 81-95

Abstract: This research examines the important emerging area of online customer experience (OCE) using data collected from an online survey of frequent and infrequent online shoppers. The study examines a model of antecedents for cognitive and affective experiential states and their influence on outcomes, such as online shopping satisfaction and repurchase intentions. The model also examines the relationships between perceived risk, trust, satisfaction and repurchase intentions. Theoretically, the study provides a broader understanding of OCE, through insights into two shopper segments identified as being important in e-retailing. For managers, the study highlights areas of OCE and their implications for ongoing management of the online channel.

Keywords: Online customer experience; Perceived risk; Trust; Purchasing frequency; e-retailing (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1016/j.jretconser.2015.03.008

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