The Impact of Emotional Online Customer Experience On Online Consumer Behaviour In Retail Industry
Customer experience has become a hot topic to marketers, practitioners and academics, and this concept has been studies in online context in many areas such as retail or service industry. In addition, e-retailers such as Amazon, some clothes retailers (H&M, Topshop) have paid more attention to t...
| Main Author: | |
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2016
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| Online Access: | https://eprints.nottingham.ac.uk/36433/ |
| _version_ | 1848795283630063616 |
|---|---|
| author | Yang, Na |
| author_facet | Yang, Na |
| author_sort | Yang, Na |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | Customer experience has become a hot topic to marketers, practitioners and academics, and this concept has been studies in online context in many areas such as retail or service industry. In addition, e-retailers such as Amazon, some clothes retailers (H&M, Topshop) have paid more attention to the use of customer experience in online and offline condition. The understanding of online consumer behaviours has been also received much attention, but there is less focus to the impact of emotional experiential state on online shopping behaviours. Thus, this study develops and empirically tests a conceptual model which is based on Mehrabian and Russell’s PAD model of the relationship between emotional experiential state and online consumer behaviours within online shopping websites. Besides, some variables such as online customer satisfaction and repurchase intention are proposed to identify above relationship. This thesis is able to make contributions towards new concept and understanding of how emotional experiences influence online shopping behaviours. Findings in this research indicate that emotional experiential state has some impacts on online customer behaviour.
Keywords: Customer experience; E-retailers; Emotional experiential state; Online customer behaviours; Online customer experience |
| first_indexed | 2025-11-14T19:29:38Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-36433 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T19:29:38Z |
| publishDate | 2016 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-364332021-06-11T15:30:38Z https://eprints.nottingham.ac.uk/36433/ The Impact of Emotional Online Customer Experience On Online Consumer Behaviour In Retail Industry Yang, Na Customer experience has become a hot topic to marketers, practitioners and academics, and this concept has been studies in online context in many areas such as retail or service industry. In addition, e-retailers such as Amazon, some clothes retailers (H&M, Topshop) have paid more attention to the use of customer experience in online and offline condition. The understanding of online consumer behaviours has been also received much attention, but there is less focus to the impact of emotional experiential state on online shopping behaviours. Thus, this study develops and empirically tests a conceptual model which is based on Mehrabian and Russell’s PAD model of the relationship between emotional experiential state and online consumer behaviours within online shopping websites. Besides, some variables such as online customer satisfaction and repurchase intention are proposed to identify above relationship. This thesis is able to make contributions towards new concept and understanding of how emotional experiences influence online shopping behaviours. Findings in this research indicate that emotional experiential state has some impacts on online customer behaviour. Keywords: Customer experience; E-retailers; Emotional experiential state; Online customer behaviours; Online customer experience 2016-09-09 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/36433/1/na%20yang%20dissertation.pdf Yang, Na (2016) The Impact of Emotional Online Customer Experience On Online Consumer Behaviour In Retail Industry. [Dissertation (University of Nottingham only)] |
| spellingShingle | Yang, Na The Impact of Emotional Online Customer Experience On Online Consumer Behaviour In Retail Industry |
| title | The Impact of Emotional Online Customer Experience On Online
Consumer Behaviour In Retail Industry |
| title_full | The Impact of Emotional Online Customer Experience On Online
Consumer Behaviour In Retail Industry |
| title_fullStr | The Impact of Emotional Online Customer Experience On Online
Consumer Behaviour In Retail Industry |
| title_full_unstemmed | The Impact of Emotional Online Customer Experience On Online
Consumer Behaviour In Retail Industry |
| title_short | The Impact of Emotional Online Customer Experience On Online
Consumer Behaviour In Retail Industry |
| title_sort | impact of emotional online customer experience on online
consumer behaviour in retail industry |
| url | https://eprints.nottingham.ac.uk/36433/ |