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Relevant bibliographies by topics / Customer online experience / Dissertations / Theses

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Dissertations / Theses on the topic 'Customer online experience'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Mäkinen, H. (Heidi). "Customer experience in online environments." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201806062491.

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Thus far the existing literature regarding customer experience has not examined the concept considering the influence of different online environments. However, this research gap has been addressed from all quarters. Given the ongoing shift from online environments enabled by stationary desktop devices to mobile online environments, it is important to gain understanding about the dynamics between the customer experience and these aforementioned online environments, that are selected under examination in this study. The aim of the study is to strengthen understanding of customer experience i

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Palm, Sofia, and Rasmus Lundborg. "The Customer Experience in Online Product Communities." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16064.

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Syfte: Syftet med denna studie är att undersöka hur kundens upplevelse formas i kontexten online product community, utifrån ett multidimensionellt perspektiv på kundupplevelsen. Metod: Med bakgrund mot studiens syfte var det passande att använda en kvalitativ metod. Detta fenomen studerades genom en flerfallsstudie som den övergripande undersökningsdesignen. Semi-strukturerade intervjuer har genomförts med respondenter från tre olika online product communities. Materialet har sedan analyserat genom en abduktiv analysmetod som är inspirerad av grounded theory. Resultat & slutsats: Stud

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3

Kong, Xiangyu. "Exploring online customer experience : website features, customer activities and repurchase intentions." Thesis, University of Warwick, 2011. http://wrap.warwick.ac.uk/46789/.

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The purpose of this research is to provide a better understanding of customer experience as to how it could be used to contribute to experience-based design in the context of online retail services. The review of literature suggested that a good customer experience may bring various benefits to service organisations. However, many of the existing studies appear to be focused on traditional face-to-face services rather than e-services. Moreover, although it is proposed that services should be designed based on the customer experience, little literature was available to suggest how it could be d

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Izogo, Ernest Emeka. "Online customer experience in an emerging e-retail market." Thesis, University of Hull, 2017. http://hydra.hull.ac.uk/resources/hull:16476.

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Although customer experience has attracted significant attention in marketing theorizing for over three decades, research has barely progressed beyond the traditional conceptualizations of the concept. Specifically, research on multichannel retailing experience is scarce and fragmented despite previous calls to investigate how customer experience can be optimized at different channels. Additionally, although eWOM is fast supplanting traditional WOM as a determinant of consumer behavior whilst Internet platforms have been declared the future fronts for successful customer relationship managemen

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Pettersson, John. "Unifying the offline and online customer experience : An exploratory study of omni channel customer experience in furniture retail industry in Sweden." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-171040.

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This study attempts to identify possibilities for creating a unified offline and online customer experience across communication channels in a retail company. With the current technological development and the trend of customers shifting more to the online channel, the customers also expect more from this communication channel. Within the online channel a development into an omni- channel (unified experience across channels) approach is leading to new possibilities, and keeping up with the development will support companies to keep their competitive advantage. The study reviews a case (Mio) wi

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Brakhage, Harold H. "Customer experience in online higher education| A study of adult online college honor students." Thesis, Baker College (Michigan), 2015. http://pqdtopen.proquest.com/#viewpdf?dispub=3738530.

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<p> The researcher explored the lived experience of adult online college honor students (AOCHS) with the goal of describing critical factors that support academic success. The study addressed a gap in the literature concerning how the technology and virtual context of adult online college education are perceived, interpreted, and employed by the most successful students in undergraduate online college degree programs. Participants described how they perceived their online learning experience, what meaning they attribute to this experience, and what strategies they employ to achieve academic su

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Schmitz, Thorsten, Ai Xu, and Zhibing Mo. "Engaging Customers : How e-commerce companies can use customer involvement to create a superior online shopping experience." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-13022.

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Topic: Co-creation of experience Research gap: The number of papers focusing on customer involvement and customer experience has increased significantly in recent years. However, there is a lack of studies on how companies can use customer involvement for creating a better customer experience jointly with customers, which Prahalad & Ramaswamy (2000, 2003, 2004) refer to as the co-creation of experience. Purpose: By this paper we want to develop an understanding of how e-commerce companies can use customer involvement to create a superior online shopping experience. Theoretical basis of our

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Qu, Mengran, and Luqi Xu. "Have you ever had a terrible online shopping experience?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98331.

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Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology:

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Hammers, Karin, Almina Herrlin, and Adam Johansson. "Customer experience through packaging in an online context : Creating value to neo-luxury customers in Generation Y." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96059.

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The development of technology has contributed to a fast-growing market for e- commerce. Through e-commerce, the physical interaction has decreased, and new interaction tools have been implemented to gain competitive advantage. Packaging is one way to communicate with customers and often the first physical contact with brands when purchasing online. Packaging can create value and enhance the customer experience. The purpose of this research, from a business perspective, is to investigate how designed packaging from an online neo-luxury brand affects customers within Generation Y (1980-1994) whe

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Abu, Snieneh Wafa' A. J. "An integrated model for the measurement of online customer experience. An empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers¿ hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both

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Snieneh, Wafa' Abdel Jalil Abu. "An integrated model for the measurement of online customer experience : an empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today's customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers' hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both the

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McLean, Graeme. "Examining the online customer experience during a utilitarian search for online business advisory information and services." Thesis, University of Strathclyde, 2015. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=26569.

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This research aims to further our understanding on online information seeking and the customer's experience during search. The primary focus of this research is to explore the online customer experience during a utilitarian search for business advisory information and services. Previous research has provided an understanding on the process of information seeking, however this research advances our limited theoretical knowledge on the online customer experience moving beyond service quality and the outcomes of the customer experience, thus understanding variables capable of influencing the cust

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Bank, Linn, Ludwig Skalare, and Mathilda Widerberg. "Creating memorable customer experience : The case for vintage E-tailers of apparel and fashion pieces." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-23449.

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Owing to technological development, companies want to transmit a memorable customer experience to their customer in order to enhance their competitive advantage. The purpose of this thesis is twofold - (1) to explore how E-tailers of vintage are working to create memorable online customer experiences and (2) to identify the challenges vintage E-tailers face whilst trying to create these experiences. Earlier research focusing on consumer experience within an online setting was used as a theoretical framework. Semi-structured interviews with eight successful companies, all working with selling v

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Poncin, Ines, and Julie Walter-Malcurat. "Online customer experience in service settings : Analysing the customer expectations gap: a focus on the food delivery sector." Thesis, Jönköping University, Internationella Handelshögskolan, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-52940.

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Background: As the result of the constant business evolution and in addition to the 2020 worldwide sanitary crisis, online services demand has significantly increased. Shifting from a physical-based customer experience to an online customer-focused service providing. Multiple studies investigated the online customer experience and customer expectations related to the products industry. However, there seems to have a lack of recent research focusing on online customer experience in service settings. Purpose: The purpose of this study is to analyse the customer experience in online service setti

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Blomberg, Julia, Malin Christensson, and John Synnes. "Browse Offline, Buy Online? : Exploring how showrooming is affected by customer experience in the clothing industry." Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48942.

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Background: In the last 20 years, the retail industry has experienced a drastic transformation and the rise of e-commerce has resulted in a change in the retail business models. Thus, there has been a shift from the traditional single-channel format to a multi-channel format. A critical challenge that retailers face with the multichannel format is the concept of showrooming, where consumers visit the brick-and-mortar retailer to explore the assortment and thus utilise the services offered, but finally purchases the product online. Problem: Brick-and-mortar retailers often consider showroom

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Yang, Ye. "The Influential Factors of Customer Experience in O2O E-commerce : A quantitative study of what affects Chinese customers’ experience in online travel industry under the O2O e-commerce context." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-67372.

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Background: The development of the O2O market in China has been increasingly growing and will remain a steady growth in 2017 (iiMedia Research, 2016), but it is still an ambiguous phenomenon in the academic world and lack of relevant research, especially the influential factors to customer experience in the O2O business model. Research question: What factors affect customer experience in China in the context of O2O business? Purpose: The primary objective of this paper is to examine the influential factors of the customer experience in the context of O2O context, especially to the Chinese cust

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Punco, Paye Karina Martha, and Ríos Natalia Elizabeth Herrera. "Brand experience y customer satisfaction en relación al brand loyalty en la categoría supermarkets online." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2021. http://hdl.handle.net/10757/655634.

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El propósito de este estudio buscó determinar si existe relación alguna entre las dimensiones del brand experience (sensory experience, affective experience, behavioural experience y intellectual experience) a  nivel de supermercados online en Lima Metropolitana, Perú, con las variables de customer satisfaction y brand loyalty de los consumidores de dichos comercios, debido al incremento de supermercados online a causa de la pandemia mundial por el COVID-19.  Este estudio se ha basado principalmente en investigaciones hechas en Asia y Europa.  El estudio se basó en una muestra de 400 encuestad

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Mulari, A. (Anna). "Online customer experience and its management as a competitive advantage in the Finnish banking sector." Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052380.

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Abstract. The purpose of this research is to get an understanding of online customer experiences and their management in the Finnish banking sector. The topic is seen as highly relevant for a myriad of reasons — not only is it of great interest to the writer personally, but it is also a complex phenomenon that lacks empirical support. Nowadays, economic pressures, increasing consumer demands and new technologies all have their influence on companies. The overall goal is to not only attract customers, but also to make them happy. It is evident that customer experiences and their management h

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Carnero, Cáceres Angelo Diego Marcelo, and Machaca Victor Antonio Bosmediano. "Online Brand experience en relación al E-Satisfaction y E-Loyalty en el sector de banca online." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2021. http://hdl.handle.net/10757/657249.

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El presente estudio desarrolla y evidencia el online brand experience con relación al e-satisfaction y e-loyalty en usuarios de banca online en el mercado peruano. Para la investigación del presente estudio se empleó una metodología cuantitativa, en donde se utilizaron encuestas virtuales para recolectar información. La información obtenida de 400 encuestas realizadas a usuarios de bancas online en el Perú, las cuales serán analizadas mediante el sistema de IBM SPSS AMOS 21.0. Los hallazgos obtenidos denotan que el online brand experience tiene un impacto positivo sobre las otras dos variabl

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Orellana, Vázconez Emilia, and Matos Daniela Cabrera. "Las dimensiones del Customer Empowerment en relación a la e-satisfacción del consumidor en tiendas departamentales." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/656442.

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Actualmente las compras y servicios online han crecido exponencialmente, por lo cual las diferentes industrias se han visto en la necesidad de mejorar estos servicios y enfocarse en satisfacer las nuevas necesidades del consumidor. Una de las industrias más afectadas por esta migración al canal online han sido los retailers, por lo que estos han optado por potencializar sus plataformas online, especialmente las tiendas por departamento las cuales tienen gran presencia en el mercado peruano. Las tiendas departamentales, han implementado nuevas estrategias para adaptarse a este nuevo consumidor,

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Costa, Sérgio Rodrigues da. "Experiência online do consumidor e o seu impacto na lealdade nas compras online." Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/20806.

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Mestrado em Marketing<br>A forte concorrência no e-commerce torna essencial uma abordagem de marketing que consiga cativar e reter os consumidores. Ao promover a criação de um vínculo emocional com os consumidores, o Marketing Experiencial começa nesse sentido a ganhar uma maior importância. Contudo, é necessário aprofundar a compreensão sobre a Experiência Online do Consumidor (EOC) e sobre os seus possíveis resultados. Assim, o objetivo da presente dissertação consiste em desenvolver um modelo explicativo da influência da EOC na lealdade nas compras online, sendo propostas ligações entre as

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Elfving, Matilda. "Exploring the Experience of Branded Mobile Apps within Direct Selling : Insights from Sales Representatives’ Perspective." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64282.

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Technology is becoming more central to people’s lives than ever before, and the most widely embraced technological device on the consumer market are mobile phones. This creates an ever-increasing market place for mobile apps, which during 2016 had revenues amounted to 88.3 billion U.S. dollars. The number is expected to increase, and together is estimated to generate 188.9 billion U.S. dollars in revenues 2020. One of the industries affected by this strong online presence is direct selling, where branded mobile apps have started to be used as a sales tool for sales representatives. The apps ai

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Bilgihan, Anil. "The Role of Flow in Creating e-loyalty: The Case of Online Hotel Booking Websites." Doctoral diss., University of Central Florida, 2012. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/5128.

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This dissertation aims to examine the concept of “online customer experience”, “flow”, and its role in influencing online customers' loyalty to a hotel booking website. To achieve this aim, a model was developed, which proposed that online flow is generated by both hedonic and utilitarian website features. A model was developed based on literature review to measure the relationships between the constructs. To initiate this research, a survey approach was taken. After conducting a pilot study, a marketing company was contacted to distribute the link for the online questionnaire. Five hundred an

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Peredo, Paredes Mireya Lucía, and Ortiz María Teresa Vargas. "Online brand experience, brand image, brand trust y customer satisfaction en relación al e-brand engagement en canales digitales de e-fashion retail." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655445.

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La industria del e-fashion retail evidencia un continuo crecimiento en los últimos años, ello acompañado de la creciente preferencia de compra de prendas de vestir a través de canales online por parte de los consumidores peruanos. Por tal motivo, es oportuno identificar los diferentes componentes que participan en relación a la experiencia online en canales de e-fashion retail. La presente investigación busca establecer relaciones entre el online brand experience, brand image, brand trust y customer e-satisfaction en función al e-brand engagement. Basado en una muestra de 400 encuestados en Li

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Schubertsson, Larsson Lisette, and Donia Tarokh. "Kan modeföretag förbättra shoppingupplevelsen i sina onlinebutiker?" Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-12799.

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In this paper we have chosen to study three aspects of the shopping experience online -navigation, product image and product information based on Hasan’s (2016) theory, to examine if, and how, the shopping experience online needs to improve in the fashion retail industry. From eyetracking-observations and qualitative interviews in this study, we identified the customers expectations and perceived problems in the online shoppingexperience. One of our findings show that there is a general agreement that product images have a significant impact on the shopping experience online. Another finding s

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Pontes, Ana Catarina da Silva. "Comportamento de compra em e-commerce : influência da web experience na decisão de compra no sector do vestuário." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/17428.

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Mestrado em Marketing<br>Em consequência da evolução das tecnologias, surgiram novas formas de concretizar determinadas ações do dia-a-dia, tornando-as mais simples e rápidas. Um exemplo desta evolução tecnológica foi o aparecimento do e-commerce que veio revolucionar a forma tradicional de aquisição de bens, tornando-a mais simples e comoda, quebrando barreiras geográficas. Com o grande desenvolvimento do e-commerce em Portugal, sendo um dos sectores de preferência dos portugueses o vestuário, o marketing teve de acompanhar estas transformações. A presente investigação tem como objetivo princ

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Amaris, Baños Indira. "Consumer’s Perceptions and Attitudes on Augmented Reality in Online Retail." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-294213.

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This study discusses Augmented Reality (AR) as a digital marketing tool in online retail, with a special focus on the perceptions and attitudes which consumers hold towards the tool. The project, aims to give insights on how to study AR in online retail settings and also touches upon how different characteristics of augmented reality can impact the consumers attitudes towards products displayed or demonstrated with AR tools. The conceptual framework is based on literature and case studies in the fields of augmented reality, consumer experience and, customer value creation. The data for this re

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Hlaváčová, Linda. "Možnosti optimalizace životního cyklu zákazníka e-shopu." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-193163.

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If the e-shop wants to have loyal customers, they have to begin actively build the relationship with them. This master thesis discusses the methods by which can e-shop start working on building a strong customer relationship and put it in the context of modern trends in online marketing and current advanced communication technologies. Customer lifecycle optimisation which is closely related with data analysis, communication, online marketing and business process improving is not yet very known topic in the Czech Republic. It is so despite the methods aren't difficult to learn new tools or othe

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Zhou, Hanyue. "Fashion E-Commerce in the 3D Digital Era : A 3D Interactive Web User Interface for Online Products." Thesis, KTH, Medieteknik och interaktionsdesign, MID, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-232009.

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Fashion brands have always been avant-garde in embracing new technologies and new formats of retail business models. The rapid development in 3D digital technologies, including 3D scanning, 3D modelling and 3D web rendering, have brought many new opportunities to the fashion industry, especially in shaping the future fashion e-commerce. The traditional 2D user interface and 2D media content have limited ability of displaying every detail of a product in full 360 degree, and the color accuracy of products in pictures is also a common problem. This thesis focuses on how to use 3D technologies to

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Andersson, Patrik, and Philip Ivarsson. "Vane-engagemang inom online-handel : En studie om vane-engagemang och kognitiv kundupplevelse." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36447.

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Syfte: Den här studien presenterar en ny vinkel på forskning inom engagemang och kundupplevelser. Studiens syfte är att undersöka hur konsumenters köpbeteende påverkas av vane-engagemang inom onlineshopping, samt att se hur kvalitén på den kognitiva kundupplevelsen påverkar vane-engagemanget. Metod: Studien utfördes genom en kvantitativ enkätundersökning. 134 respondenter deltog, varav 128 av dessa svar analyserades. Enkäten innehöll 57 frågor och var uppdelad i fem kategorier som representerade olika typer av produkter som inhandlas online. Vidare delades enkätens kategorier upp i två delar s

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Bremholt, Pontus, and Ludvig Hansson. "Kundlojalitet: Vad är det, hur gör man och varför fungerar det inte? : Lärdomar från företag i den svenska detaljhandeln." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-21704.

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Kundlojalitet är ett begrepp som aldrig tycks försvinna ur marknadsföringens ordlistor, kanske eftersom det för många företag är det ultimata marknadsföringsmålet. Den samtida konkurrensen har tack vare globalisering och digitalisering blivit hårdare än någonsin och lojalitet har aldrig varit mer relevant. Men kundlojalitet som forskningsområde är långt ifrån tydligt och enat i sina åsikter, och i det värsta fallet tycks det vara oklart vad lojalitet ens är eller om det kan skapas eller påverkas. Därmed uppfattas ett behov av att närmare undersöka hur kundlojalitet hanteras av företag inom det

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Johansson, Anton, Isabela Chiweshe, and Tim Rikli. "It is a Win-Win Situation. : A quantitative study about the effects of perceived co-creation benefits on customer-based brand equity (CBBE)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-85333.

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Background: Brand managers are always trying to find ways to increase brand profitability and creating a stronger competitive advantage. Part of the marketing activities implemented by brand managers is geared towards building brand equity. Managers have now recognized the importance of the customer in creating brand equity and therefore implement co-creation as a way of creating value together with the customer. Co-creation allows for the firm to bring the customer closer. Two dimensions of brand equity which are brand loyalty and brand experience were chosen for this study. Purpose: The purp

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Winnberg, Adam, and Frida Mårtensson. "What does it take to make you stay? : A study on customers' willingness to stay with the same grocery retailer while moving from offline to online." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-22350.

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Digitalization has forced retailers to reevaluate their business models and channel strategies. Traditional brick-and-mortar retailers are no longer the standard and most of today’s retailers offer customers multiple sales channels to purchase from. The present study focusses on the grocery retail industry, which is rapidly shifting towards a more online purchasing setting. There is a need for further research regarding customer experience and customer loyalty, in an online grocery setting, with the aim to identifyimportant online attributes. Previous studies on online grocery and purchasing b

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Holm, Thelma, and Ebba Westin. "The effects of a subscription-based business model : A qualitative study of women who consume menstrual hygiene products and how subscription-based business models influence customer experience." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104533.

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In recent years, menstruation and menstruation hygiene products has had an increased interest, which has resulted in the topic being debated in many parts of the world. Change has been encouraged and some countries have acted to facilitate women's consumption of menstrual hygiene products. Sweden is not one of those countries, which means that menstrual hygiene products are neither free nor have reduced prices in the stores. Therefore, new business models such as online subscriptions need to be explored to increase the availability of menstrual hygiene products in the Swedish society. It can f

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Ye, Zhiqiu, and Xinyi Chen. "The Effects of Online and Offline Customer Experiences on Customer Loyalty in Chinese Fresh E-commerce." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-415002.

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With the gradual upgrade of fresh food consumption in China, the integration of online platforms and retail entities has brought more convenient and diverse fresh food consumption experiences to customers. This thesis is to explore how the customers loyalty in Chinese fresh e-commerce are affected by online and offline customer experience. This paper draws on strategic experience modules and situation experience theory and proposes three influencing factors respectively according to the two situations of online and offline. Specifically, this thesis analyzes the impact of the aesthetic experie

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Zafir, Haneen Osama. "The impact of customers' experience of quality on brand loyalty : a study of health and diet online communities." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/13721.

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Consumer experience plays an increasingly significant role in influencing the success of most businesses. The concept of ‘consumer experience’ has become an important area of study within the disciplines of marketing and consumer behavior. Regardless of its positive attention, this phenomenon has received in recent years; the clarification of consumer experience quality in online communities has remained unclear and needs a detailed theoretical base. In addition, it has been assumed that there is a relation between consumer experience quality and brand loyalty, nevertheless, there is limited r

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Abebaw, Meron Kebede, and Willard Kingstone Matukuta. "Technology and Customers’ Experiences in Fashion Physical Stores: The Case of Sweden." Thesis, Högskolan i Gävle, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-27431.

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Title: Technology and Consumers’ Experiences in Fashion Physical Stores: The Case of Sweden Level: Master Thesis in Business Administration Author: Meron Kebede Abebaw; Willard Kingstone Matukuta Supervisor: Agneta Sundström, PhD Examiner: Maria Fregidou-Malama, PhD Date: May, 2018 Aim: The aim of this study is to analyze whether in-store digital technology in fashion retailers are used to change the customers’ shopping experience and behavior. Method: This study chooses qualitative research and used both primary and secondary data collection as method. Results and conclusions: This study hav

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Oppen, Claudia Anna Maria Leonardus van. "From rags to richness a structuration perspective on interactional richness and its impact on customer evaluations of online experiences /." [Maastricht : Maastricht : Universiteit Maastricht] ; University Library, Universiteit Maastricht [host], 2007. http://arno.unimaas.nl/show.cgi?fid=8854.

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Johnson, Johanna. "The Worst Part of Shopping? A study on how emotional design can affect customers in the checkout experiences of online shopping." Thesis, Malmö universitet, Fakulteten för kultur och samhälle (KS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-22808.

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Emotions are taking part in our everyday lives even if we are aware of it ornot. It helps us behave and to decide when we have to make decisions. A fieldone does not often associate with emotions is “serious” programmes. We liketo think that serious programmes have to remain serious. Because of that, thisis also a field where designers not often think about adding emotional designelements. This bachelor project became an explorative project whereinvestigations on emotions in online checkouts, which I chose to defineserious programme as, were conducted. The results showed that there areemotions

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Oliveira, Beatriz Braga de. "Online customer experience : a model to assess and benchmark customers experience." Master's thesis, 2021. http://hdl.handle.net/10400.14/36869.

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E-commerce has become an essential and highly competitive channel for eretailers, who have felt the need to invest in the experience delivered to customers, to differentiate from the competition. Customer experience has become one of the most critical determinants of success for an online business. However, much of the existing literature focuses on consumer perceptions and does not investigate this concept from a management perspective. Additionally, it also does not consider the latest technological developments such as artificial intelligence, augmented reality and virtual reality. This stu

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Azevedo, Alzira Neli de Aguiar Mala. "Measuring Online Customer Experience Quality." Master's thesis, 2015. https://repositorio-aberto.up.pt/handle/10216/80154.

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Azevedo, Alzira Neli de Aguiar Mala. "Measuring Online Customer Experience Quality." Dissertação, 2015. https://repositorio-aberto.up.pt/handle/10216/80154.

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LIU, YU-CHI, and 劉瑜琪. "An Analysis of Hotel Customers Experience Using an Online Customer Relationship Management System." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/t5yn4p.

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碩士<br>國立高雄師範大學<br>人力與知識管理研究所<br>107<br>Hotel is a commercial organization that provides diversified products such as catering, accommodation and other customer services. Conventionally hotels are classified into 'Star' categories (1 to 5-Star). However, there is no standard method of assigning these ratings, and compliance with customary requirements is voluntary. With the rapid development of social media, the satisfaction level of the service experience will not be limited to the results of the above-mentioned entity evaluation; more on the word-of-mouth marketing experience and social media

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Coelho, Catarina Gonzaga. "Maping customer experience tips: insights from online museum reviews." Master's thesis, 2021. http://hdl.handle.net/10400.1/17439.

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To understand the main attributes with impact on museum’s visitors’ experience, this study analyses the e-WOM communication in the form of the reviews shared by customers on TripAdvisor. A qualitative and exploratory approach was applied through a thematic content analysis on 1403 reviews from five Portuguese museums with a presence on that online platform. The results revealed the attributes and sub-attributes with more impact on the visitor’s experience. Exhibition’s Quality and Ambient Conditions greatly influence the reviewers, and Staff Behaviour and Signs & Signage are the attributes wit

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Madeline, Charlotte Marie Françoise. "How to improve the customer experience when buying cosmetics online?" Master's thesis, 2021. http://hdl.handle.net/10071/24196.

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The cosmetics industry is currently facing major challenges, especially with the emergence of new trends and the growing importance of online shopping. The consumer experience when buying cosmetics online is set to evolve in order to fill some of the gaps that this dissertation aims to address. Therefore, the purpose of this thesis is to improve the customer experience when buying cosmetics online by capturing the online customer journey and proposing solutions to enhance it. In order to achieve this objective, this essay firstly provides an overview of the current cosmetics market, an analysi

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WU, CHIA-LING, and 吳佳玲. "The Effects of Online and Offline Marketing and Customer Experience Quality on Customer Citizenship Behavior." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/q6eax4.

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碩士<br>朝陽科技大學<br>企業管理系<br>106<br>As the advent of the age of economic experience, consumers understand that the important things are not the products, but is the atmosphere and experience quality when they buy things. However, Philip Kotler, Hermawan Kartajaya and Iwan Setiawan mentioned in the book, “In the vigorous development of mobile communities, customers tend to follow the lead of relatives, friends, and even strangers.” This has gradually replaced traditional marketing communications, and companies have begun to realize that customers can become as temporary employees under their organi

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Tapadinhas, Raquel Filipa Duarte. "Customer journey: Online versus offline in fashion industry." Master's thesis, 2021. http://hdl.handle.net/10071/24940.

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Technological improvements are allowing the development of the customer experience both online and offline, and the purpose is to create a better experience. Nowadays, customers can decide to purchase products/ services in two different ways, i.e., online or offline. The online experience has been changing the way companies reach the customer, while in-store experience is the traditional way of purchasing. This study analyses the customer journey and the most important attributes when the customer wants to purchase a product and has to choose between the two channels in the fashion indu

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Quyen, Phan Thi Phu, and 潘福家. "How e-servicescape affect customer online behaviors: The moderating effect of gender and online shopping experience." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/qfsxac.

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碩士<br>中國文化大學<br>全球商務碩士學位學程碩士班<br>103<br>When e-commerce are expanding at a tremendous rate, Internet web pages which is referred as electronic servicescape (e-servicescape) have marked their significant presence in the business world, and are predicted to continue to gain popularity. Nevertheless, to date, the understanding of e-servicescape attributes remains unclear due to the little empirical evidence. Therefore, the objectives of this study are to describe the nature of e-servicescape and investigate the relationship to website trustworthiness, website attitude, brand attitude, e-WOM inten

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Wu, Ruo-Yu, and 吳若瑜. "A Study of Factors Influencing Online Banking Adoption Intention：The Customer Experience Perspective." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/638dg4.

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碩士<br>銘傳大學<br>企業管理學系碩士班<br>102<br>With the advent of information technology and the popularity of the Internet, increased financial firms have turned into the mode of the “Brick and Mortar” and “Clicks and Mortar” simultaneously. Despite, online banking can lower several operation costs, this also intensifies intensive competition among existing competitors or even potential ones in the market. In this case, how to create sustainable advantages against competitors and strengthen user’s loyalty become most critical and essential managerial issues for the operation of online banking. Previous ac

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Costa, Sara Morgado da. "Understanding customer experience in Orlando theme parks through online reviews from TripAdvisor." Master's thesis, 2019. http://hdl.handle.net/10071/19673.

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In the last decade, the development of social media and digital technology, have empowered customers to strongly engage with firms, to freely behave choice wise and to influence other customers either positively or negatively. In fact, it not only has impact in possible customers but also in managers, who can take advantage from content generated on internet to improve customer experience. This study aims to extract latent information on visitor perception and experience through sentiment analysis from user generated content. Several findings were unveiled. In general, satisfaction and sentime

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