Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation

Vista sencilla de ítem
dc.contributor.authorAhmad, Farooq
dc.contributor.authorMustafa, Khurram
dc.contributor.authorHamid, Syed Ali Raza
dc.contributor.authorKhawaja, Kausar Fiaz
dc.contributor.authorZada, Shagufta
dc.contributor.authorJamil, Saqib
dc.contributor.authorQaisar, Muhammad Nawaz
dc.contributor.authorVega Muñoz, Alejandro
dc.contributor.authorContreras Barraza, Nicolás
dc.contributor.authorAnwer, Naveed
dc.date.accessioned2022-09-12T16:56:48Z
dc.date.available2022-09-12T16:56:48Z
dc.date.issued2022-07
dc.descriptionIndexación: Scopuses
dc.description.abstractWith the increasing growth of online shopping, businesses are intertwining to establish new shopping antecedents. Customer experience has steadily become the most important source of retailers’ long-term competitive advantage via difference. To preserve long-term and sustained consumer loyalty, retailers must continually improve the customer experiences. This study presents a framework for online retailing in a digital environment called the Online Customer Experience-Engagement Context model in the presence of value co-creation (VCC). Data was gathered from 189 people who purchased products online. For additional analysis, testing the hypothesis, and model construction, SPSS 26 and Smart-PLS were used. The data was then evaluated further using descriptive statistics, path analysis, measurement, and structural model. The findings show that the online customer experience (measured as shopping environment, shopping procedure, staff service experience, and product experience) substantially influenced customer engagement, which improved customer loyalty. The VCC strengthened the link between online customer experience and customer engagement. It suggests that including consumers in co-creating a delightful online customer experience from time to time may be a valuable strategy for online retailers to increase customer engagement and loyalty. To create an overarching outcome, information integration theory (IIT), multi-attribute utility theory (MAUT), and the attitude-behavior-context theory (ABC) theories are converged to explain the proposed model in the study. Copyright © 2022 Ahmad, Mustafa, Hamid, Khawaja, Zada, Jamil, Qaisar, Vega-Muñoz, Contreras-Barraza and Anwer.es
dc.description.urihttps://www.frontiersin.org/articles/10.3389/fpsyg.2022.897851/full
dc.identifier.citationFrontiers in Psychology Volume 1328 July 2022 Article number 897851es
dc.identifier.doi10.3389/fpsyg.2022.897851
dc.identifier.issn1664-1078
dc.identifier.urihttps://repositorio.unab.cl/xmlui/handle/ria/23836
dc.language.isoenes
dc.publisherMDPIes
dc.rights.licenseAtribución 4.0 Internacional (CC BY 4.0)
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/deed.es
dc.subjectAttitude-behavior-context theoryes
dc.subjectCustomer engagementes
dc.subjectCustomer loyaltyes
dc.subjectMulti-attribute utility theoryes
dc.subjectOnline customer experiencees
dc.subjectValue co-creationes
dc.titleOnline Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creationes
dc.typeArtículoes
Archivos
Bloque original
Mostrando 1 - 1 de 1
Miniatura
Nombre:
Ahmad_F_Online_Customer_Experience_Leads_to_2022_Article.pdf
Tamaño:
1.71 MB
Formato:
Adobe Portable Document Format
Descripción:
TEXTO COMPLETO EN INGLES
Descargar
Bloque de licencias
Mostrando 1 - 1 de 1
No hay miniatura disponible
Nombre:
license.txt
Tamaño:
1.71 KB
Formato:
Item-specific license agreed upon to submission
Descripción:
Descargar
Colecciones
FEd - Artículos de Revista