Exploring Online Customer Experience Formation: How do Customers Explain Negative Emotions during Online Shopping Encounters?
Tiina KemppainenMarkus MakkonenLauri FrankPublished in: Bled eConference (2019)
Keyphrases
- online shopping
- online retailers
- customer satisfaction
- shopping behavior
- service quality
- customer preferences
- consumer behavior
- internet usage
- customer service
- online shoppers
- customer data
- online consumer
- marketing strategies
- internet shopping
- customer loyalty
- purchase intention
- competitive advantage
- satisfaction degree
- product design
- real time
- grocery shopping
- online stores
- call center
- user satisfaction