The DOI matches its Crossref record; 77 of the 77 references it cites were found in a registry or an index.
Creating Effective Online Customer Experiences
Abstract
Creating effective online customer experiences through well-designed product web pages is critical to success in online retailing. How such web pages should look specifically, however, remains unclear. Previous work has only addressed a few online design elements in isolation, without accounting for the potential need to adjust experiences to reflect the characteristics of the products or brands being sold. Across 16 experiments, this research investigates how 13 unique design elements shape four dimensions of the online customer experience (informativeness, entertainment, social presence, and sensory appeal) and thus influence purchase. Product (search vs. experience) and brand (trustworthiness) characteristics exacerbate or mitigate the uncertainty inherent in online shopping, such that they moderate the influence of each experience dimension on purchases. A field experiment that manipulates real product pages on Amazon.com affirms these findings. The results thus provide managers with clear strategic guidance on how to build effective web pages.
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Citations
Cites
Trust and TAM in Online Shopping: An Integrated Model1
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · MIS Quarterly · doi:10.2307/30036519 · Cited by 8,635
Feeling and thinking: Preferences need no inferences.
Zajonc, R. B. (1980) · American Psychologist · doi:10.1037/0003-066x.35.2.151 · Cited by 8,094
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The Effect of Word of Mouth on Sales: Online Book Reviews
Chevalier, J. A., & Mayzlin, D. (2006) · Journal of Marketing Research · doi:10.1509/jmkr.43.3.345 · Cited by 6,003
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Defining virtual reality: Dimensions determining telepresence
Steuer, J. (1992) · Journal of Communication · doi:10.1111/j.1460-2466.1992.tb00812.x · Cited by 5,459
Brand Experience: What is It? How is it Measured? Does it Affect Loyalty?
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.3.052 · Cited by 4,415
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Hedonic and utilitarian motivations for online retail shopping behavior
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001) · Journal of Retailing · doi:10.1016/s0022-4359(01)00056-2 · Cited by 3,219
Measuring the Customer Experience in Online Environments: A Structural Modeling Approach
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Research works printed but not linked: 6
- Ajzen Icek, 1980, Understanding Attitudes and Predicting Social Behaviour
- Lim Weng Marc, 2012, Modern Applied Science, 6, 48
- Pinker Steven, 1997, How the Mind Works
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Cited by
Lăzăroiu, G., Neguriţă, O., Grecu, I., Grecu, G., & Mitran, P. C. (2020) · Frontiers in Psychology · doi:10.3389/fpsyg.2020.00890 · Cited by 432
Roggeveen, A. L., Grewal, D., & Schweiger, E. B. (2020) · Journal of Retailing · doi:10.1016/j.jretai.2019.11.002 · Cited by 308
Someone out there? A study on the social presence of anthropomorphized chatbots
Konya-Baumbach, E., Biller, M., & von Janda, S. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107513 · Cited by 283
Bawack, R. E., Wamba, S. F., & Carillo, K. D. A. (2021) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2021.102309 · Cited by 240
Thomaz, F., Salge, C., Karahanna, E., & Hulland, J. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00704-3 · Cited by 204
“Social presence resulting from anthropomor-phization has been associated with trust, engagement, and satisfaction (Kumar & Benbasat, 2006; Picard, 1997; Qiu & Benbasat, 2009; Turkle, 2017; Bleier, Harmeling, & Palmatier 2019).”
Background
Metadata
- Authors
- Bleier, A., Harmeling, C. M., & Palmatier, R. W.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2018-12-04
- Volume
- 83
- Issue
- 2
- Pages
- 98-119
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2903274461
- Cited by
- 470
- References
- 77
- FWCI
- 41.95
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
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- Bleier, A., Harmeling, C. M., & Palmatier, R. W. (2019). Creating Effective Online Customer Experiences. Journal of Marketing. https://doi.org/10.1177/0022242918809930
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
