Studying the influence of e-personalisation on the online experience of consumers with disabilities: Ease of use as a source of pleasure

Maud Dampérat (), Eline Jongmans (), Florence Jeannot and Tanguy Giuffrida
Additional contact information
Maud Dampérat: UL2 - Université Lumière - Lyon 2, COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne
Eline Jongmans: CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, UGA - Université Grenoble Alpes
Florence Jeannot: CERAG - Centre d'études et de recherches appliquées à la gestion - UGA - Université Grenoble Alpes, INSEEC - Institut des hautes études économiques et commerciales | School of Business and Economics
Tanguy Giuffrida: LIG - Laboratoire d'Informatique de Grenoble - CNRS - Centre National de la Recherche Scientifique - UGA - Université Grenoble Alpes - Grenoble INP - Institut polytechnique de Grenoble - Grenoble Institute of Technology - UGA - Université Grenoble Alpes, IIHM - Ingénierie de l’Interaction Homme-Machine - LIG - Laboratoire d'Informatique de Grenoble - CNRS - Centre National de la Recherche Scientifique - UGA - Université Grenoble Alpes - Grenoble INP - Institut polytechnique de Grenoble - Grenoble Institute of Technology - UGA - Université Grenoble Alpes

Post-Print from HAL

Abstract: This research studies the online consumer experience and, more specifically, the role of design e-personalisation of e-commerce websites adapted to the needs of consumers with disabilities (perceptual, cognitive or physical). It examines the roles of ease of use and pleasure of use as explanatory mechanisms for the effects of design e-personalisation on e-commerce website reuse and positive word-of-mouth intentions. We propose an online consumer experience model based on perceived design e-personalisation and test it empirically with structural equations on a sample of 117 participants from a panel of French Internet users who are more than 55 years old and have disabilities. The results highlight a serial double mediation of design e-personalisation on reuse and word-of-mouth intentions via ease of use and pleasure of use.

Keywords: expérience client en ligne; e-personnalisation du design; consommateurs en situation d’incapacités; facilité d’utilisation; plaisir d’utilisation (search for similar items in EconPapers)
Date: 2022-09
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-04159491v1
References: Add references at CitEc
Citations:

Published in Recherche et Applications en Marketing (English Edition), 2022, 37 (3), pp.86-120. ⟨10.1177/20515707221128734⟩

Downloads: (external link)
https://shs.hal.science/halshs-04159491v1/document (application/pdf)

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:hal:journl:halshs-04159491

DOI: 10.1177/20515707221128734

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().