Investigating the Drivers, Measures and Consequences of Customer Online Social Experience
This research plays a pioneering role in investigating the social aspect of online customer experience. Guided by the social presence and social response theory, and using a mixed methods approach, the research introduces customer online social experience (COSE) in the extant literature by defining...
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| Format: | Thesis |
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Curtin University
2018
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| Online Access: | http://hdl.handle.net/20.500.11937/68386 |
| _version_ | 1848761795152445440 |
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| author | Vyravene, Revadee |
| author_facet | Vyravene, Revadee |
| author_sort | Vyravene, Revadee |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | This research plays a pioneering role in investigating the social aspect of online customer experience. Guided by the social presence and social response theory, and using a mixed methods approach, the research introduces customer online social experience (COSE) in the extant literature by defining the concept, identifying its dimensions, drivers and developing its measures. It also develops a scale for measuring omni-channel management (OCM) and reveals that OCM drives COSE, which eventually influences customer behaviour. |
| first_indexed | 2025-11-14T10:37:21Z |
| format | Thesis |
| id | curtin-20.500.11937-68386 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T10:37:21Z |
| publishDate | 2018 |
| publisher | Curtin University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-683862023-06-08T01:31:33Z Investigating the Drivers, Measures and Consequences of Customer Online Social Experience Vyravene, Revadee This research plays a pioneering role in investigating the social aspect of online customer experience. Guided by the social presence and social response theory, and using a mixed methods approach, the research introduces customer online social experience (COSE) in the extant literature by defining the concept, identifying its dimensions, drivers and developing its measures. It also develops a scale for measuring omni-channel management (OCM) and reveals that OCM drives COSE, which eventually influences customer behaviour. 2018 Thesis http://hdl.handle.net/20.500.11937/68386 Curtin University fulltext |
| spellingShingle | Vyravene, Revadee Investigating the Drivers, Measures and Consequences of Customer Online Social Experience |
| title | Investigating the Drivers, Measures and Consequences of Customer Online Social Experience |
| title_full | Investigating the Drivers, Measures and Consequences of Customer Online Social Experience |
| title_fullStr | Investigating the Drivers, Measures and Consequences of Customer Online Social Experience |
| title_full_unstemmed | Investigating the Drivers, Measures and Consequences of Customer Online Social Experience |
| title_short | Investigating the Drivers, Measures and Consequences of Customer Online Social Experience |
| title_sort | investigating the drivers, measures and consequences of customer online social experience |
| url | http://hdl.handle.net/20.500.11937/68386 |