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dc.contributor.authorKemppainen, Tiina
dc.contributor.authorMakkonen, Markus
dc.contributor.authorFrank, Lauri
dc.contributor.editorPucihar, Andreja
dc.contributor.editorKljajic Borstnar, Mirjana
dc.contributor.editorBons, Roger
dc.contributor.editorSeitz, Juergen
dc.contributor.editorCripps, Helen
dc.contributor.editorVidmar, Doroteja
dc.date.accessioned2019-08-29T08:46:19Z
dc.date.available2019-08-29T08:46:19Z
dc.date.issued2019
dc.identifier.citationKemppainen, T., Makkonen, M., & Frank, L. (2019). Exploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters?. In A. Pucihar, M. Kljajic Borstnar, R. Bons, J. Seitz, H. Cripps, & D. Vidmar (Eds.), <i>32nd Bled eConference : Humanizing Technology for a Sustainable Society</i> (pp. 655-675). University of Maribor. <a href="https://doi.org/10.18690/978-961-286-280-0.35" target="_blank">https://doi.org/10.18690/978-961-286-280-0.35</a>
dc.identifier.otherCONVID_32105894
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/65362
dc.description.abstractWe investigated online customer experience formation by using customers’ own explanations of their negative emotions during their online shopping encounters. Survey data from 1,786 Finnish online shoppers were used to identify customers who experienced strong negative emotions during online shopping encounters (N = 215) and the causes of their negative emotions were then analyzed in depth from their written descriptions. Our findings indicated that customers attributed most of their negative emotions to online store characteristics, including user interface, product and service range, pricing, and trustworthiness; however, some negative emotions were also attributable to factors outside of the online store’s control, including individual consumption habits and financial constraints, ecological issues, and family concerns. Our findings demonstrate the multidimensionality of customer experience and highlight the importance of better understanding the different factors that can influence the customer experience.en
dc.format.extent1244
dc.format.mimetypeapplication/pdf
dc.languageeng
dc.language.isoeng
dc.publisherUniversity of Maribor
dc.relation.ispartof32nd Bled eConference : Humanizing Technology for a Sustainable Society
dc.relation.urihttp://press.um.si/index.php/ump/catalog/book/418
dc.rightsCC BY 3.0
dc.subject.otheronline customer experience
dc.subject.othere-commerce
dc.subject.otheronline shopping
dc.subject.otheronline shopping encounter
dc.subject.otheremotions
dc.subject.otherattribution theory
dc.subject.otherqualitative study
dc.titleExploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters?
dc.typeconferenceObject
dc.identifier.urnURN:NBN:fi:jyu-201908293968
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosInformaatioteknologian tiedekuntafi
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.laitosFaculty of Information Technologyen
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineTietojärjestelmätiedefi
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineMarketingen
dc.contributor.oppiaineInformation Systems Scienceen
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.type.urihttp://purl.org/eprint/type/ConferencePaper
dc.relation.isbn978-961-286-280-0
dc.description.reviewstatuspeerReviewed
dc.format.pagerange655-675
dc.type.versionpublishedVersion
dc.rights.copyright© The Authors 2019
dc.rights.accesslevelopenAccessfi
dc.relation.conferenceBled eConference
dc.relation.grantnumber3360/31/2016
dc.subject.ysoasiakaskokemus
dc.subject.ysotunteet
dc.subject.ysoverkkokauppa
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p3485
jyx.subject.urihttp://www.yso.fi/onto/yso/p9457
dc.rights.urlhttps://creativecommons.org/licenses/by/3.0/
dc.relation.doi10.18690/978-961-286-280-0.35
dc.relation.funderTEKESfi
dc.relation.funderTEKESen


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