Exploring positive online customer experience formation : a study of food waste shoppers
Kemppainen, T., & Frank, L. (2022). Exploring positive online customer experience formation : a study of food waste shoppers. In MCIS 2022 : Proceedings of the 14th Mediterranean Conference on Information Systems (Article 9). Association for Information Systems. https://aisel.aisnet.org/mcis2022/9/
Päivämäärä
2022Oppiaine
Sustainable BusinessValue Creation for Cyber-Physical Systems and ServicesHyvinvoinnin tutkimuksen yhteisöMarkkinointiKestävä liiketoiminta ja talous (painoala)TietojärjestelmätiedeBasic or discovery scholarshipSustainable BusinessValue Creation for Cyber-Physical Systems and ServicesSchool of WellbeingMarketingSustainable Business and Economy (focus area)Information Systems ScienceBasic or discovery scholarshipTekijänoikeudet
© Association for Information Systems, 2022
This qualitative study investigates the formation of positive online customer experiences in the context of online grocery shopping. This study analyzes customers’ written descriptions of the causes of their positive experiences when visiting an online store. Data were collected with an online survey of 581 respondents. The case company is a Finnish online retailer, Fiksuruoka Ltd. Fiksuruoka’s business idea is to sell food waste; its product range consists of surplus groceries that are in danger of being disposed of. The findings show that four main themes contribute positively to the online customer experience. Positive customer experiences were explained by factors related to 1) the shopping process and online store features, 2) shoppers’ finds, 3) pricing, and 4) the shopping context (food waste). Under these themes, 17 subthemes were identified. The findings emphasize the smoothness of the shopping process and low prices in a positive customer experience. It is also essential that the online store foster feelings of success, enjoyment, and self-satisfaction among customers. The joy of discovery and the ability to act for a good cause were identified as essential contributors to a positive online customer experience.
...
Julkaisija
Association for Information SystemsEmojulkaisun ISBN
978-88-87173-05-5Konferenssi
Mediterranean Conference on Information SystemsKuuluu julkaisuun
MCIS 2022 : Proceedings of the 14th Mediterranean Conference on Information SystemsAsiasanat
Alkuperäislähde
https://aisel.aisnet.org/mcis2022/9/Julkaisu tutkimustietojärjestelmässä
https://converis.jyu.fi/converis/portal/detail/Publication/176553200
Metadata
Näytä kaikki kuvailutiedotKokoelmat
- Informaatioteknologian tiedekunta [2280]
- Kauppakorkeakoulu [1359]
Lisenssi
Samankaltainen aineisto
Näytetään aineistoja, joilla on samankaltainen nimeke tai asiasanat.
-
The Cross-Channel Effects of In-Store Customer Experience in the Case of Omnichannel Fashion Retailing in Finland
Makkonen, Markus; Frank, Lauri; Paananen, Tiina; Holkkola, Matilda; Kemppainen, Tiina (University of Maribor, 2023)Although omnichannel retailing has emerged as a popular research topic in academic research, there are still gaps in our understanding of this phenomenon. One such gap concerns omnichannel customer experience and particularly ... -
Exploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters?
Kemppainen, Tiina; Makkonen, Markus; Frank, Lauri (University of Maribor, 2019)We 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 ... -
Barriers to Responsible Consumption in e-Commerce : Evidence from Fashion Shoppers
Kemppainen, Tiina; Frank, Lauri; Makkonen, Markus; Oona-Iina Hyvönen (University of Maribor, 2021)This qualitative study investigates the barriers to responsible consumption in e-commerce from the online shoppers’ viewpoint. The purpose of the study is to increase our understanding of what prevents young adults from ... -
A Customer Perspective on Omnichannel Customer Journey and Channel Usage : A Qualitative Study
Mali, Eveliina; Paananen, Tiina; Frank, Lauri; Makkonen, Markus (RWTH Aachen, 2022)This qualitative study investigates customer behavior during the omnichannel customer journey. The study aims to increase the understanding of omnichannel service environments from a customer-centric point of view. The ... -
The role of sustainability in online customer experiences : a qualitative study on female fashion shoppers
Holkkola, Matilda; Frank, Lauri; Kemppainen, Tiina; Paananen, Tiina; Luhtanen, Venla (Association for Information Systems, 2022)This qualitative study aims to understand sustainability’s role in responsible consumers’ Online Customer Experiences (OCEs). In this study, we focus on female fashion shoppers, and study three dimensions of their OCE: ...
Ellei toisin mainittu, julkisesti saatavilla olevia JYX-metatietoja (poislukien tiivistelmät) saa vapaasti uudelleenkäyttää CC0-lisenssillä.