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dc.contributor.authorBarari, M
dc.contributor.authorRoss, M
dc.contributor.authorSurachartkumtonkun, J
dc.date.accessioned2019-12-01T23:29:16Z
dc.date.available2019-12-01T23:29:16Z
dc.date.issued2020
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2019.101985
dc.identifier.urihttp://hdl.handle.net/10072/389389
dc.description.abstractUnderpinned by the Bagozzi and Dholakia (1999) goal setting and striving framework this research firstly develops a negative online customer experience model after which regulatory focus theory is used to compare this model with a positive online customer experience model. Analysis of responses from 201 respondents in the first study shows service failure causes negative affective and cognitive experience and has an impact on dissatisfaction and negative word of mouth in the online retailing context. Moreover, results of a second study among 200 respondents indicates that while customer priority in a successful shopping context is affective experience, in a service failure the customer priority moves from an affective to a cognitive experience. Similarly, compared to cognitive experience, affective experience has a higher impact on customer satisfaction and positive word of mouth in a successful shopping context, while in an unsuccessful shopping context cognitive experience has higher impact on dissatisfaction and negative word of mouth. The findings of this study contribute to customer experience management in both successful and unsuccessful shopping situations.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherElsevier
dc.publisher.placeUnited Kingdom
dc.relation.ispartofpagefrom101985: 1
dc.relation.ispartofpageto101985: 9
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume53
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleNegative and positive customer shopping experience in an online context
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationBarari, M; Ross, M; Surachartkumtonkun, J, Negative and positive customer shopping experience in an online context, Journal of Retailing and Consumer Services, 2020, 53, pp. 101985: 1-101985: 9
dc.date.updated2019-11-27T23:05:43Z
gro.hasfulltextNo Full Text
gro.griffith.authorRoss, Mitchell J.
gro.griffith.authorSurachartkumtonkun, Jiraporn
gro.griffith.authorBarari, Mojtaba


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