Journal ArticleDOI
Creating Effective Online Customer Experiences
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Across 16 experiments, this research investigates how 13 unique design elements shape four dimensions of the online customer experience and thus influence purchase and provides managers with clear strategic guidance on how to build effective web pages.Abstract:
Creating effective online customer experiences through well-designed product web pages is critical to success in online retailing. How such web pages should look specifically, however, remains uncl...read more
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Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective
TL;DR: In this article, the authors examined the impact of digital transformation on customer value creation in the context of small and medium-sized firms (SMEs) operating in the Made in Italy sectors, with the aim of understanding how dynamic capabilities, as enabling mechanisms, may foster digital transformation.
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Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature
TL;DR: In response to initial voices that put the customer experience (management) (CX(M)) movement into question, this article introduced a formal nomenclature to push the CX (M) field toward a mor...
References
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Book
Understanding Attitudes and Predicting Social Behavior
Icek Ajzen,Martin Fishbein +1 more
TL;DR: In this paper, the author explains "theory and reasoned action" model and then applies the model to various cases in attitude courses, such as self-defense and self-care.
Journal ArticleDOI
Trust and TAM in online shopping: an integrated model
TL;DR: Research on experienced repeat online shoppers shows that consumer trust is as important to online commerce as the widely accepted TAM use-antecedents, perceived usefulness and perceived ease of use, and provides evidence that online trust is built through a belief that the vendor has nothing to gain by cheating.
Journal ArticleDOI
Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value
TL;DR: In this paper, the authors developed a scale measuring both values obtained from the pervasive consumption experience of shopping and found that distinct hedonic and utilitarian shopping value dimensions exist and are related to a number of important consumption variables.
Journal ArticleDOI
The Effect of Word of Mouth on Sales: Online Book Reviews
Judith A. Chevalier,Dina Mayzlin +1 more
TL;DR: The authors examine the effect of consumer reviews on relative sales of books at Amazon.com and Barnesandnoble.com, and find that reviews are overwhelmingly positive at both sites, but there are more reviews and longer reviews at Amazon and that an improvement in a book's reviews leads to an increase in relative sales.
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