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Managing consumer experience and online flow: Differences in handheld devices vs PCs

Author

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  • Barta, Sergio
  • Flavián, Carlos
  • Gurrea, Raquel

Abstract

Offering a good experience to consumers is key for e-commerce companies. Therefore, providing them with flow experiences could lead to success for these organisations. Since the birth of the Internet, a wide range of research has studied flow in this context. However, few studies have examined the role that electronic devices play in flow experiences. Based on 570 consumer shopping experiences in Amazon, the differences between handheld devices (smartphones and tablets) and PCs (laptops and desktop computers) are examined as the main antecedents of flow experience using structural equation modelling, based on covariances. The results demonstrate the importance of including hedonic elements in the design of web pages (accessible from PCs). On the other hand, apps (accessible from handheld devices) should facilitate concentration and encourage the user's time distortion to reach the flow state. The results can be useful for e-commerce companies in the design of their online platforms.

Suggested Citation

  • Barta, Sergio & Flavián, Carlos & Gurrea, Raquel, 2021. "Managing consumer experience and online flow: Differences in handheld devices vs PCs," Technology in Society, Elsevier, vol. 64(C).
    • Handle: RePEc:eee:teinso:v:64:y:2021:i:c:s0160791x20313282
    DOI: 10.1016/j.techsoc.2020.101525
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    References listed on IDEAS

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    Cited by:

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    2. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    3. Eliza Nichifor & Radu Constantin Lixăndroiu & Silvia Sumedrea & Ioana Bianca Chițu & Gabriel Brătucu, 2021. "How Can SMEs Become More Sustainable? Modelling the M-Commerce Consumer Behaviour with Contingent Free Shipping and Customer Journey’s Touchpoints Optimisation," Sustainability, MDPI, vol. 13(12), pages 1-27, June.
    4. Yoon, Sang-Hyeak & Park, Ga-Yun & Kim, Hee-Woong, 2022. "Unraveling the relationship between the dimensions of user experience and user satisfaction: A smart speaker case," Technology in Society, Elsevier, vol. 71(C).

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