Creating effective online customer experiences through well-designed product web pages is critical to success in online retailing. How such web pages should look specifically, however, remains ...unclear. Previous work has only addressed a few online design elements in isolation, without accounting for the potential need to adjust experiences to reflect the characteristics of the products or brands being sold. Across 16 experiments, this research investigates how 13 unique design elements shape four dimensions of the online customer experience (informativeness, entertainment, social presence, and sensory appeal) and thus influence purchase. Product (search vs. experience) and brand (trustworthiness) characteristics exacerbate or mitigate the uncertainty inherent in online shopping, such that they moderate the influence of each experience dimension on purchases. A field experiment that manipulates real product pages on Amazon.com affirms these findings. The results thus provide managers with clear strategic guidance on how to build effective web pages.
In this paper a novel and significant study into the usability of carousel interaction in the context of desktop interaction is presented. Two equivalent prototypes in an e-commerce context were ...developed. One version had a carousel and the other version did not have a carousel. These were then compared with each other in an empirical experiment with 40 participants.
The data collected were statistically analysed and overall results showed that in terms of performance the Web site version without carousel outperformed the version with carousel. Furthermore, the subjective preferences of the participants were strongly in favour of the without carousel version of the site.
The results of this study make an important contribution to knowledge suggesting that in many cases implementing a carousel is not the best design decision. The results of this paper are particularly significant in relation to desktop versioned Web sites and goal-driven tasks. Serendipitous-type tasks and mobile versioned web sites used on mobile devices with touch screens were not part of the scope of this work.
Electronic commerce has grown rapidly in recent years. However, surveys of online customers continue to indicate that many remain unsatisfied with their online purchase experiences. Clearly, more ...research is needed to better understand what affects customers' evaluations of their online experiences. Through a large dataset gathered from two online websites, this study investigates the importance of product uncertainty and retailer visibility in customers' online purchase decisions, as well as the mitigating effects of retailer characteristics. We find that high product uncertainty and low retailer visibility have a negative impact on customer satisfaction. However, a retailer's service quality, website design, and pricing play important roles in mitigating the negative impact of high product uncertainty and low retailer visibility. Specifically, service quality can mitigate the negative impacts of low retailer visibility and high product uncertainty in online markets. Website design, on the other hand, helps to reduce the impact of product uncertainty when experience goods are involved.
Purpose
The purpose of this paper is to investigate the micro-linkages fostering consumers’ e-loyalty in grocery retailers B2C e-commerce context. Specifically, the authors focused on the neglected ...role of security, privacy and website design. Grocery retailing has been selected as the context of research because grocery retailers too have been required to develop B2C e-commerce platforms to meet their consumers’ evolving preferences.
Design/methodology/approach
A survey was distributed to several students from University of Florence (Italy). Structural equation modeling was used to compile the research, and its results reflect the impact on e-loyalty development on specific features of the e-commerce environment.
Findings
The main findings of this research are related with the importance of website characteristics as antecedents of e-loyalty in online grocery retailing.
Originality/value
Albeit the explored phenomenon has been subject to extensive study, some of its facets are yet to be fully explored. In particular, though the influence of e-trust, e-satisfaction and e-commitment on e-loyalty has been shown, little attention has been paid to the factors affecting these three antecedents of e-loyalty. In this regard, this research focuses on the importance of B2C e-commerce platform characteristics such as security, perceived relationship investment and website design. In addition, the phenomenon was scarcely explored in grocery retailers B2C e-commerce context.
While most research on website has focused on functional tasks, the Internet offers many opportunities for leisure as well as experiential activities. Because of the evolution of developed society ...toward an experience economy, analyzing the role of technologies in the presence of prior user experiences makes sense. This research identifies variables that play a role and influence online behaviors in a specific experiential environment, namely the high culture museum website. Relying on the literature on experience, we propose a research model tested with two different websites. The results of the free simulation experiment indicates that (1) esthetics is the most important design criteria for experiential interfaces and (2) that website design influences intentions to visit a physical place.
As a type of donation-based crowdfunding, medical crowdfunding has gradually become an important way for patients who have difficulty paying medical bills to seek help from the public. However, many ...people still have limited confidence in donating money to medical crowdfunding projects.
Given that the features of a medical crowdfunding website may be important to gain users' trust, this study draws upon two-factor and trust theories to explore how different design features of medical crowdfunding websites affect potential donors' cognition-based trust and affect-based trust, and how these types of trust affect the intention to donate.
A 2 (informativeness: high vs low) × 2 (visual cues: cool color vs warm color) × 2 (social cues: with vs without) between-subject laboratory experiment was performed to validate our research model. A total of 320 undergraduate students recruited from a university in China participated in the controlled laboratory experiment.
Cognition-based trust (β=.528, P<.001) and affect-based trust (β=.344, P<.001) exerted significant effects on the intention to donate of potential donors of medical crowdfunding. Informativeness as a hygiene factor positively influenced potential donors' cognition-based trust (F
=49.764, P<.001) and affect-based trust (F
=16.093, P<.001), whereas social cues as a motivating factor significantly influenced potential donors' cognition-based trust (F
=38.160, P<.001) and affect-based trust (F
=23.265, P<.001). However, the color of the webpages affected the two dimensions of trust differently. Specifically, medical crowdfunding webpages with warm colors were more likely to induce affect-based trust than those with cool colors (F
=17.120, P<.001), whereas no significant difference was found between the effects of cool and warm colors on cognition-based trust (F
=1.707, P=.19).
This study deepens our understanding of the relationships among the design features of medical crowdfunding websites, trust, and intention to donate, and provides guidelines for managers of medical crowdfunding platforms to enhance potential donors' trust-building by improving the website design features.
Celotno besedilo
Dostopno za:
DOBA, IZUM, KILJ, NUK, PILJ, PNG, SAZU, UILJ, UKNU, UL, UM, UPUK
A total 110 studies reviewed to clarify social commerce concept using per-defined review protocol.We identify three main characteristics of social commerce that distinguish the term from ...e-commerce.We highlighted the research themes that have been addressed in previous studies.The results of the review highlighted the limitation and the gaps in the previous studies in three main aspects (theoretical, customer and design aspects).
Web 2.0 technologies and social media gave a rise to social commerce as a new phenomenon in the business world. Recently, social commerce gained a major attention from both academics and practitioners. Numerous studies have been conducted to understand s-commerce and examine its impact. Since 2010 the published studies on s-commerce increased, but little attempt has been made to incorporate the findings of former surveys and assess the current state of the research in this field. In this study, we conducted a systematic review of s-commerce research, to explore the term s-commerce by collecting, reviewing and synthesizing studies that related to s-commerce published from 2010 to 2015. By following review protocol which integrated two stages (automatic and manual) to cover all studies in this period, we identified 110 studies which address s-commerce. The results show that the studies that addressing s-commerce increased during the last 6 years. We observed that the current studies covered numerous research themes under s-commerce, such as user behavior, business models, s-commerce website design, adoption strategy, social process network analysis and firm performance. Most of these studies focus on user behavior and website design, while other themes gained little attention; therefore, this study highlights direction for further research. This review reveals s-commerce to be a promising new area of research, showing a new paradigm of conducting commerce using social media to reach customers and their networked friends. Discussion of this and conclusion have been highlighted.
► Systematic review of the concept of social commerce. ► Systematic review of relevant design features relating to e-commerce and social media platforms. ► Proposing a new conceptual model for social ...commerce design. ► Addressing a set of specific design guidelines to develop social commerce. ► Discussion of the model and guidelines application in leading social commerce platforms.
E-commerce is undergoing an evolution through the adoption of Web 2.0 capabilities to enhance customer participation and achieve greater economic value. This new phenomenon is commonly referred to as social commerce, however it has not yet been fully understood. In addition to the lack of a stable and agreed-upon definition, there is little research on social commerce and no significant research dedicated to the design of social commerce platforms. This study offers literature review to explain the concept of social commerce, tracks its nascent state-of-the-art, and discusses relevant design features as they relate to e-commerce and Web 2.0. We propose a new model and a set of principles for guiding social commerce design. We also apply the model and guidelines to two leading social commerce platforms, Amazon and Starbucks on Facebook. The findings indicate that, for any social commerce website, it is critical to achieve a minimum set of social commerce design features. These design features must cover all the layers of the proposed model, including the individual, conversation, community and commerce levels.
A critical determinant of message interactivity is the presence of contingency, that is, the messages we receive are contingent upon the messages we send, leading to a threaded loop of interdependent ...messages. While this “conversational ideal” is easily achieved in face-to-face and computer-mediated communications (CMC), imbuing contingency in human-computer interaction (HCI) is a challenge. We propose two interface features—interaction history and synchronous chat—for increasing perceptions of contingency, and therefore user engagement. We test it with a five-condition, between-participants experiment (N = 110) on a movie search site. Data suggest that interaction history can indeed heighten perceptions of contingency and dialogue, but is perceived as less interactive than chatting. However, the chat function does not appreciably increase perceived contingency or user engagement, both of which are shown to mediate the effects of message interactivity on attitudes toward the site. Theoretical implications for interactivity research and practical implications for interaction design are discussed.
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