Online Customer Experience Flashcards
1
Q
Online customer experience
A
Mental perception of the perceived expertise of a online service provider.
Klaus, 2013
2
Q
Rose et al 2012
A
Functions
- website functionality (ease of process) -> amazon
Perceived control
Website stimuli
Outcomes
- trust, satisfaction, repurchase intention
3
Q
Offline & online
A
Offline - Instore (no data collected)
Online - (track buying or searching habits)
4
Q
Data personalization
A
Track search habits and make suggestions of similar items. E.g amazon
5
Q
Sharing experiences
A
Through blogs and tweets. - co-creating
6
Q
Omnichannel
A
Provides customers with seamless shopping experiences ( online, desktop, mobile phone)
7
Q
Brodie et al 2011
A
Customer engagement arises from co-creating and interactivity
