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

Martin, Jillian, Mortimer, Gary, & Andrews, Lynda (2015) Re-examining online customer experience to include purchase frequency and perceived risk. Journal of Retailing and Consumer Services, 25, pp. 81-95.

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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.

Impact and interest:

7 citations in Scopus
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6 citations in Web of Science®

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ID Code: 84255
Item Type: Journal Article
Refereed: Yes
Keywords: Online Customer Experience, Perceived Risk, Trust, Purchasing Frequency, e-retailing
DOI: 10.1016/j.jretconser.2015.03.008
ISSN: 0969-6989
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Consumer-Oriented Product or Service Development (150501)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2015 Elsevier
Copyright Statement: This is the author’s version of a work that was accepted for publication in Journal of Retailing and Consumer Services. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Journal of Retailing and Consumer Services, [VOL 25, (2015)] DOI: 10.1016/j.jretconser.2015.03.008
Deposited On: 19 May 2015 03:19
Last Modified: 11 Jun 2015 17:06

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