Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context

• Published in: International journal of management reviews : IJMR Vol. 13; no. 1; pp. 24 - 39
• Main Authors: Rose, Susan, Hair, Neil, Clark, Moira
• Format: Journal Article
• Language: English
• Published: Oxford, UK Blackwell Publishing Ltd 01.03.2011
• Subjects: Customer relations; Electronic commerce; Management theory; Reviews; Strategic management; Studies; Websites
• ISSN: 1460-8545; 1468-2370
• DOI: 10.1111/j.1468-2370.2010.00280.x

Customer interactions with an organization's website create opportunities for positive experiences that can lead to long‐term relationship building. The range of potential interactions is now quite diverse, including product information search, purchase transaction and/or service delivery. The domain of customer experience (CE) is well developed in the face‐to‐face context, but little attention has been paid to exploring the concept in the online context. The purpose of this paper is to provide a review of the online consumer literature in order to inform understanding of the antecedents and consequences of online customer experience (OCE) in the purchase context. The paper offers four important contributions for both academics and practitioners. First, it adds to understanding of OCE in the purchase context and, second, specifically recognizes and discusses the antecedents of OCE by drawing on existing literature relating to online consumer purchase. Third, it proposes the potential consequences of OCE and provides a framework for future testing. Finally, the paper addresses a problem of relevance to both academics and practitioners, and proposes future research and managerial implications.