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

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  • Martin, Jillian
  • Mortimer, Gary
  • Andrews, Lynda

Abstract

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.

Suggested Citation

  • 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, Elsevier, vol. 25(C), pages 81-95.
    • Handle: RePEc:eee:joreco:v:25:y:2015:i:c:p:81-95
    DOI: 10.1016/j.jretconser.2015.03.008
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    References listed on IDEAS

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